eNcloud Services Immediate requirement
Title: Service Management Lead
Location: Remote
Citizen
C2H
*Responsibilities:*
Support the Managed Digital Solutions Cloud Service Management function for external customers and internal product teams.
Develop and maintain cloud service desk strategy and ensure associated technical roadmaps, transition programs are well understood, included in annual/ongoing portfolio planning activities, and delivered according to plan.
Provide 1st level support to existing cloud environments, monitoring health of environments using multiple enterprise tools, providing maximum system performance to users, and sustaining system uptime standard.
Evaluate customer needs, troubleshoot as needed, also formulate capacity planning and performance recommendations.
Evaluate issues reported or observed, utilize problem solving skills and attention to detail to resolve problems quickly and effectively and to proactively prevent problems. Escalate as needed.
Collaborate effectively with coworkers and other departments (Security, Networking, Data Protection, and Operating Systems) in support of customer environments, meeting the customers needs quickly and effectively.
Oversee creation, maintenance, and continuous improvement of service management processes and procedures (incident management, request fulfillment, change management, problem management, etc.)
Manage SLAs, metrics, and KPIs leveraging infrastructure and application performance management tools.
Prepare monthly SLA reports and presents to customers and internal support teams.
Maintain master SaaS systems repository.
Maintain knowledge management repository.
*Required Skills:*
* Proficiency in ITSM processes, standards, and best practices.
* Strong customer service skills.
* Promote adherence to corporate infrastructure processes, procedures, and standards:
Change & Configuration Management
Disaster Recovery /Business Continuity Plan (DR/BCP)
Security and Government/Industry regulatory compliance.
* Familiarity with supporting apps in AWS and Azure.
* Familiarity with common service management metrics.
* Experience with application performance management and infrastructure monitoring tools.
* Ability to be self-driven and productive autonomously.
* Individuals should be comfortable working in a collaborative, fast-paced, startup-like environment.
* Nice to Have: Minimum of 3-5 years of experience in service desk support in a 24/7 environment.
* Nice to Have: Experience and Familiarity with ServiceNow administration, configuration, and provisioning of service management tools.
* Preferred: ServiceNow certification
* Preferred: ITIL certification
* Preferred: SIEM platform and solution configuration experience.
* Preferred: AWS Certified Cloud Practitioner and/or Azure Fundamentals certification.
* Preferred: Understanding of key performance indicators of cloud service providers.
* Preferred: Wide range of knowledge across IT disciplines including software, hardware, network engineering.
* Preferred: Technical writing expertise for knowledge management documents.
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