ITSM Lead - Haavia, Inc.
REMOTE
About the Job
Job Description:
IT Service Delivery team is responsible for Incident, Problem, and Change Management. The ideal candidate will be able to multitask and is comfortable working in a face-paced environment with short timelines and high visibility from our clients and internal customers. This person will interface regularly with our Business Relationship Managers (BRMs), Infrastructure Portfolio Managers (IPMs) and other senior business leaders while responding to process improvement suggestions or questions.
The ideal candidate will be comfortable communicating at all levels of the business and have a broad technical understanding. This person should be able to gather requirements, ask appropriate questions, have above average written and verbal communication skills as well as Project management and presentation skills.
Essential Duties and responsibilities
Key Requirements
IT Service Delivery team is responsible for Incident, Problem, and Change Management. The ideal candidate will be able to multitask and is comfortable working in a face-paced environment with short timelines and high visibility from our clients and internal customers. This person will interface regularly with our Business Relationship Managers (BRMs), Infrastructure Portfolio Managers (IPMs) and other senior business leaders while responding to process improvement suggestions or questions.
The ideal candidate will be comfortable communicating at all levels of the business and have a broad technical understanding. This person should be able to gather requirements, ask appropriate questions, have above average written and verbal communication skills as well as Project management and presentation skills.
Essential Duties and responsibilities
- Manage Major Incidents impacting our internal/external customers and Problem Management/Root Cause Analysis processes.
- Participate as a subject matter expert in the onboarding of new applications for ITSM Support
- Coordinate across various teams to ensure process alignment, tooling requirements definition, and governance practices are established.
- Understanding of DevOps/DevSecOps
- Lead Major Incident bridge calls, ensuring appropriate participation from resolution teams, sending stakeholder communications, and interacting with internal customers regularly.
- Participate in Process Governance and process documentation.
- Ensure alignment on all processes across North American and EU and APAC
- Understanding of and adherence to ITIL and ITSM Best Practices
- Ability to work on a 24x7x365 on-call rotation.
- Establish metrics and reporting to create visibility into all Major Incidents and progress of open Problems (PowerBI experience is preferred)
- Ability to work independently and manage multiple responsibilities simultaneously.
- Provide SME-level expertise/insight to all Infrastructure-related Major Incidents. This requires a broad infrastructure background, ability to identify systemic and/or potentially wide-spread issues, the ability to communicate with Senior IT leadership and translate technical terminology in laymen's terms.
Key Requirements
- Bachelor's Degree or equivalent relevant experience
- In-depth conceptual and practical knowledge related to IT Infrastructure & Operations
- Demonstrated analytical and problem-solving skills with strong attention to detail.
- Ability to drive projects forward with limited oversight.
- 5+ years of supporting IT operations in a large-scale environment.
- 3+ years of Major Incident Management/leading Major Incident bridges
- 3+ years of Problem Management.
- Strong understanding of ITIL Framework, Incident, Problem, and Change Management Processes
- IT Project Management experience
- Above average communication and interpersonal skills
- Able to work independently to identify improvement opportunities and drive them to completion.
- Strong communication, problem solving, and analytical skills in high pressure situations.
- Ability to clearly communicate verbally and in writing to business and senior leaders.
- Experience with ServiceNow
- Experience in Metrics/Reporting with ServiceNow and/or PowerBI
Source : Haavia, Inc.
