We are looking for Technology Service Lead who will be responsible for leading robust and effective Incident & problem management activities promoting the stability and reliability of our Enterprise Cloud Platform to our business customers.

• Experience in an IT Operations functions supporting production and development environments
• Working knowledge of industry recognized Incident, problem management techniques and processes
• Experience in performing data and trending analysis to identify patterns in system performance
• Strong critical thinker with the analytical skills to lead the resolution process for complex problems where analysis of situations or data requires in-depth evaluation
• Relevant industry and professional certifications a (ITIL Foundation v4, COBIT)
• Familiar with the application of Agile methodologies in delivering continuous improvement
• Experience with Atlassian suite (Jira, Confluence)
• Naturally collaborative with stakeholders and suppliers globally
• Good working knowledge of data analysis techniques
• Good working knowledge of standard reporting tools and techniques
• Good working knowledge of the Remedy and ServiceNow
• Ability to communicate, both verbally and in writing, with both technical and business people
• Management of active problems ensuring they are kept up to date with clear concise information.
• Ownership and coordination of actions of assigned problems
• Engaging with appropriate technical and business teams across the enterprise to assist in the resolution of problem records
• Liaising with key stakeholders to keep them informed of progress
• Managing appropriate escalations where operational level agreement breaches occur
• Facilitation during post incident reviews with senior team members
• Production of statistics and reports to demonstrate performance of the Problem Management process such as, incident trend data to identify and eliminate root causes, diagnosis of faults and determining whether new incidents are related to existing problems, proactive in identifying problems, and analyze & recommend Service Improvement plans
• Active participation in the constant improvement to the Problem Management Process

Education: B.E. / B. Tech / M.E. / M. Tech / MCA

Experience Range: 8 to 12 years

Foundational Skills

• Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management
• Analytical skills (logical/critical thinking). Previous experience performing trend analysis and documenting themes.
• Ability to work with multiple teams to drive problem resolution
• Resourceful – utilize all tools, expertise and knowledge bases to drive constant improvement of the problem process
• Excellent communication skills both verbal and written, arranging meetings, completing post incident reports, note taking, providing root cause updates to key stakeholders

Desired Skills

• ITIL Foundation
• Lean IT / Lean IT Kaizen