ITSM – Incident & Problem Management

Position Overview

We are seeking an experienced ITSM professional to support operational readiness and ongoing production support for Java-based microservices applications hosted on Google Cloud Platform

This role is dedicated to Incident and Problem Management and does not include project management responsibilities. The resource will support cloud-native applications replacing legacy mainframe systems and will participate in early production hypercare before transitioning into steady-state operations.

Key Responsibilities

Incident & Problem Management

·       Execute Incident and Problem Management aligned with ITSM / ITIL best practices

·       Act as primary responder for Severity 1 incidents during coverage hours

·       Coordinate incident response and escalation with IT and engineering teams

·       Ensure clear communication, documentation, tracking, and closure of incidents

Operational Readiness & Process Execution

·       Refine and execute ITSM processes to support Google Cloud Platform-hosted cloud-native applications

·       Define and operationalize incident, escalation, and handoff procedures in a microservices environment

·       Participate in hypercare activities during early production phases

·       Develop and maintain runbooks, documentation, and escalation procedures

Application & Environment Support

·       Support applications replacing legacy mainframe processes (including EBT and SVES systems)

·       Collaborate with DevOps and release management teams to ensure production stability

Coverage Model

·       Coverage window: 7:00 AM – 7:00 PM per customer (first four months)

·       Support provided by three ITSM resources using staggered shifts

·       Backup coverage required when needed

·       Multi-time-zone support capability preferred

·       Focus on readiness, responsiveness, and process discipline

Required Environment

·       Java-based microservices architecture

·       Google Cloud Platform (Google Cloud Platform)

·       Release Management & DevOps collaboration

·       Production support operations