ITSM / IT Service Delivery Engineer

Position:  ITSM / IT Service Delivery Engineer

Location: 100% Remote

Job Description

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.

Technical 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
• 7+ 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
• Level criteria T3 (for internal use only):
• Requires in-depth conceptual and practical knowledge in primary technical job family and knowledge of related technical job families; has worked with a range of technologies
• Has knowledge of best practices and aware of the competition and market differentiators
• Solves complex technical problems; exercises judgment based on the analysis of multiple sources of information
• Works independently, receives minimal guidance; may lead projects or may have accountability for on-going activities
• Impacts a range project activities within own team and other related teams; acts as a resource for colleagues
• Explains difficult or sensitive information; works to build consensus
• Level at which career may stabilize for many years