ITSM Delivery Engineer
Duration: 12 Months
Location: Remote( USA)
Responsibilities:
As a Senior Engineer, you will engage in more advanced technology tasks and play a significant role in supporting team technology goals and objectives. With a blend of technical expertise and problem-solving skills, you will be instrumental in improving and optimizing various IT processes and systems. This role provides an excellent platform for honing your skills and contributing meaningfully to your team's success.
The Service Delivery team is responsible for managing Infrastructure Operations. Service Delivery (ITSM function), supports Major Incident Management, Problem (RCA) Management, Enterprise Change Management, Major Incident alert tools (PagerDuty/xMatters), Service Level Management and Availability Management. This position will provide support related to all the above-mentioned areas, assist with developing analytics around Major outages, identify trends and propose corrective actions. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in enterprise environments, and have extensive experience around AI and Automation within this field. This person has strong technical capabilities and is a confident communicator. They will be able to multitask in a face-paced environment with short timelines and high visibility from our clients and internal customers. This person will interface with Infrastructure Architects, Application Development within the Business Units, and Senior Leadership.
The ideal candidate will be comfortable communicating at all levels 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.
Responsibilities:
Communicate and align regularly with Senior Business and IT leaders
Strong AI Experience as a thought leader as it relates to ITSM/ITIL domain
Process orchestration – ability to identify the need for new or improved processes, and the proceed to scope and implement them.
Lead Major Incident bridge calls, ensuring appropriate participation from resolution teams, sending stakeholder communications, and interacting with internal customers regularly.
On a rotational basis, serve as Escalation Manager
Provide SME-level expertise for Major Incidents and Problem Management. This requires a broad infrastructure background, ability to identify systemic and/or potentially widespread issues and communicate technical terminology in laymen’s terms.
Analysis of Infrastructure-related Major Incidents to identify proactive improvement measures
Process orchestration – ability to identify the need for new or improved processes, and the proceed to scope and implement them.
Utilize operational expertise to assist with driving resolution efforts regarding mission critical incidents
Problem Management/Root Cause Analysis. Trend analysis on Problem Records/RCAs and in-depth understanding of RCA/Solution Tasks
Assist with identifying and implementing plans to reduce recurring Major Incidents, MTTR and MTTI
Understanding of infrastructure and application architecture and able to communicate effectively with technical/infrastructure team members
Understanding of DevSecOps and DevOps tools as it relates to Change Management
Understanding of the relationship between Change Mgmt and Major Incidents
Ability to work on a 24x7x365 On-Call rotation – Primary shift will be US Daytime business hours until approx. 3pm CT
Improve metrics and reporting related to Major Outages
Adherence to ITIL and ITSM Best Practices
Ability to work independently and manage multiple responsibilities simultaneously
Willingness and ability to speak up and take control of a situation. Must possess confidence and strong technical communication skills.
Skills:
Bachelor's Degree or equivalent relevant experience
Above average written and verbal communication skills
In-depth conceptual and practical knowledge related to IT Infrastructure & Operations
Demonstrated analytical and problem-solving skills with strong attention to detail
Continuous Improvement mindset
10 years of supporting IT operations in a large-scale environment
5+ years of Cloud, Infrastructure and Network experience
Able to work independently to identify improvement opportunities and drive them to completion.
Executive presence and ability to communicate with all leadership levels
High performer, results oriented, driven individual
Critical thinking skills and ability to take tasks and solutions from conception to delivery/implementation
Strong communication, problem solving, and analytical skills
Understanding of ITIL & ITSM Framework (Major Incident, Problem and Change Management, Availability Management, Service Level Management
Able to manage project requirements and timelines independently
Able to demonstrate a strong understanding of AI and Automation, especially as it pertains to ITSM and automation of manual efforts.
Experience with ServiceNow, PowerBI and PagerDuty or xMatters
Developer experience in Python, Powershell, or similar is useful
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