Description
Are you an experienced IT Technical professional passionate about driving service delivery improvements on a scale? We are seeking a Technical Lead to join our Infrastructure Shared Services (ISS) department to manage Incident and Problem Investigations.
As a Technical Lead, you will be responsible for managing Production Incidents and Problems effectively, owning production operational health, and bringing strategic thinking to identify opportunities for efficiency gains through optimization, simplification, and automation.
You will develop strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams, drive towards meeting and exceeding ITSM KPIs based on the organization's strategic goals, and collaborate with talented IT teams with varying levels of experience in a hybrid workplace.
Responsibilities:
- Manage Production Incidents and Problems effectively.
- Own production operational health, including real-time communication with stakeholders during service disruptions.
- Bring strategic thinking to identify opportunities for efficiency gains through optimization, simplification, and automation.
- Develop strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams.
- Drive towards meeting and exceeding ITSM KPIs based on the organization's strategic goals.
- Collaborate with talented IT teams with varying levels of experience in a hybrid workplace.
Requirements:
- Total Experience: 9 yrs to 12yrs
- English Proficiency: Fluent
- Skills: IT Service Management – Advanced, Observability and Troubleshooting - Advanced, Major Incident Management - Advanced, Cloud Computing – Intermediate, Service Reliability Engineering – Intermediate, Software Development – Intermediate, Dynatrace - Intermediate, ThousandEyes - Intermediate, ExtraHop - Entry Level, SevOne - Entry Level, FullStory - Entry Level, SharePoint - Entry Level, Excel - Intermediate