Actively manage the processes of Incident and Problem Management across the range of products and services, such that services operate with minimal disruption to the customers and failures are recovered in the shortest possible timeframes.
Manage Incidents to resolution in a distributed environment with multiple Engineering and Operations Teams in different time zones.
Identify, resolve, and proactively prevent Problems and Incidents.
Drive RCA to identify root the cause and define corrective/preventative action plans (covering people, process and technology elements).
Track and analyze ticket trends and support statistics to verify against KPIs.
Actively lead/host Problem Management meetings and MIRs (Major Incident Reviews) with internal and external stakeholders and Senior Leadership Teams to progress and update on Problems.
Develop and maintain good relationships with internal and external customers by ensuring highest the level of service.
Be available to provide occasional support during remote on-call shifts.
requirements-expected :
Strong IT Problem Management experience.
Experience working within a 24/7 IT operational environment
Experience working with a variety of stakeholders, most importantly, with Senior/Exec and Director level to influence, challenge, and empower change
Proven experience delivering continuous service improvements for the business and working towards SLAs (service level agreements) and deadlines
Previous Enterprise IT experience with knowledge of a broad suite of IT technologies and environments with the ability to perform, analyze, and present trends/data
Proactive Problem-solving mindset with the ability to quickly identify, understand, and provide solutions to complex incidents
Fluent written and spoken English
Proficiency in working with ServiceNow, Jira, and Confluence
offered :
Competitive compensation (salary, equity and bonuses) and comprehensive benefits designed to foster work-life balance, care for your health, protect your finances and help you save and invest for the future.
Generous paid time away from work, including flexible time off, holidays and sick time, health and wellness initiatives, and a charitable match program to help you give back to your community.
Great perks, which vary by location and can be site-specific: employee discounts, transportation reimbursements, subsidized cafes and fitness facilities.
A flexible, hybrid work environment combining the best of in-office collaboration and community-building along with the benefits of working from home.
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
