Service Management Tools Lead Engineer

Role: Tools Lead Engineer

Location: Remote

Mode: Full Time

Job Purpose:

• This position is responsible for executing the Service Management Tools strategy at a technical level.
• This role reports directly to the Manager of Service Management Tools and is responsible for executing procedures for break/fix repair, change requests, and scheduled maintenance activities.
• Responsibilities include some development, implementation, and maintenance of strategic monitoring and service management/ticketing tools for CBTS.
• Key customers for this position include CBTS Managed Services, strategic individual customer programs, and strategic company initiatives.

Essential Functions:

• Executes the technical direction and focus for service management tools implementation, operation, and maintenance; has an understanding of the vision and translates that into the appropriate technical execution
• Manages systems and/or tools applications while supporting development roadmaps and project tasks
• Actively works with business unit management and decision-makers to execute towards the project backlog, collaborating on establishing business-driven priorities for fixes and enhancements
• Accountable for all system and applications best practices and methodologies including scope and expectations management, requirements management, iterative release management, and testing, quality, and code control
• Accountable for execution of effective systems management and underlying infrastructure of service management platforms; directs efforts to ensure CBTS systems maintain high reliability, acceptable performance, and adequate capacity
• Provides valuable insight and promotes a positive team atmosphere
• Interacts with key vendors and partners as needed to improve the breadth and depth of the service management tools functionality and relevance; additionally, collaborates with providers when appropriate for joint development efforts
• May participate in a pre-sales capacity for strategic customer opportunities
• Provide systems and applications support metrics and respond proactively to trends and performance needs
• Builds and maintains strong working relationships with all levels of CBTS and customer personnel
• Maintains an understanding of CBTS Managed Services Tools & ITSM service offerings and technical capabilities
• Provides input into development of monitoring and service management processes by which CBTS will manage and grow its ability to serve customers.
• Makes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management as needed

Experience/Background

• 4 to 8 years of relevant experience
• Experience managing monitoring platforms like LogicMonitor, ScienceLogic SL1, Solarwinds, Nagios, etc.
• Experience with ITIL-based service management/ticketing systems ServiceNow, Zendesk, Freshworks, ManageEngine, etc.
• Experience with coding/scripting against public APIs using languages such as Groovy, Python, etc
• ITIL framework familiarity.
• Systems or applications implementation experience

Supervisory Responsibilities:

• Work closely with individual programmers, systems analysts, and systems administrators
• Assistance in joint development efforts