Description
Role 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.
- Major Incident Management: Function as the first line of defense in responding to production issues, constantly monitoring system health, and troubleshooting with appropriate teams to expedite service restoration.
- Problem Management: Implement preventive measures by seeking root causes and working cross-functionally across various groups to improve code, infrastructure, processes, and more.
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.
- Foster an inclusive work environment and promote our company culture.
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
Tools:
Dynatrace - Intermediate (4-6 Years)
ThousandEyes - Intermediate (4-6 Years)
ExtraHop - Entry Level (1-3 Years)
SevOne - Entry Level (1-3 Years)
FullStory - Entry Level (1-3 Years)
SharePoint - Entry Level (1-3 Years)
Excel - Intermediate (4-6 Years)