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 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. You will also implement preventive measures by seeking root causes and working cross-functionally across various groups to improve code, infrastructure, processes, and more.
Key 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) or Similar tool + ThousandEyes - Intermediate (4-6 Years) or Similar tool + ExtraHop - Entry Level (1-3 Years) or Similar tool + SevOne - Entry Level (1-3 Years) or Similar tool + FullStory - Entry Level (1-3 Years) or Similar tool + SharePoint - Entry Level (1-3 Years) + Excel - Intermediate (4-6 Years)