Team Lead, Service Management

Job Description

POSITION SUMMARY: This individual will be responsible for the following Manage and execute the Incident Management process in a consistent and compliant manner to allow for prompt restoration of service for multi-user issues. Manage and execute the Problem Management process to ensure root cause is identified and remediated Ensure data integrity in systems of record to ensure issues are captured accurately Support Change management process This role is responsible for adherence to policies and procedures as well as performance expectations and is counted on to recommend and contribute to process improvements JOB FUNCTIONS AND RESPONSIBILITIES Incident Management Act as point of contact for all Major Incidents Take full ownership and accountability for the Incident Management process Determine what resources and expertise are required to resolve the major incidents and engage the teams using the set protocol Work towards quick recovery of incidents by bridging gaps between technical tracks Responsible to restore normal service operation as quickly as possible to minimize the impact to business operations Accountable for global service management, timely communication & escalation to right stakeholders Communicate progress in a timely manner and manage Business expectations during the crisis Responsible for service management tools to efficiently manage the IT environment and business services Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition Being proactive in picking up shift left activities from various tracks to help reduce the MTTR Support functions and Global Technology Infrastructure Services teams Problem Management Accountable for reducing recurring incidents and identifying underlying causes of IT incidents through problem management Use specific information from driving major incidents to drive technical teams to stronger RCAs and corrective actions Work on proactive problem management - ticket reduction, process enhancements Review and evaluate Problem Management records in progress Establish and govern the proactive element with a goal of identifying and capture preventative actions via a robust problem management process through resolution and root cause Facilitate root cause analysis discussion through scheduled meetings Update problem record with status of review and follow up on outstanding Improve overall service which will reduce the frequency of repeated incidents Explore opportunities for maximizing IT Service to achieve full efficiency and ROI from company resources Bachelors degree is preferred EDUCATION / EXPERIENCE To perform this job successfully, an individual must have the following education and/or experience: Required: Financial and/or Mortgage industry expertise preferred Accreditation/Certification in ITIL service management framework a plus 7 or 8 years of previous IT Service Management experience required Personable and enjoy interacting with others Familiar with fundamental principles of ITIL and SLAs preferred Good problem-solving skills; Ability to visualize a problem or situation and think abstractly to solve it Familiar with multiple aspects of Enterprise technology from end to end Exceptional written and oral communication skills, with strong ability to log tickets that tell the complete story” Exceptional interpersonal skills, with a keep ability to listen and question Fluent English skills Experience dealing with customers during issue resolution and operating under pressure Excellent communication skill to drive routine communication of status to senior management and customer. KNOWLEDGE, SKILLS, AND ABILITIES Strong communication skills: verbal, written, facilitation Technical understanding with ability to communicate technical impact, technical solutions, root cause and corrective actions into business language Strong ability to work in an ambiguous, changing environment Strong ability to work under pressure and tight deadlines Technical understanding with ability to translate into business concepts Solid understanding of the organization’s business and how IT contributes to it Willingness to work in shifts and on weekends(24/7 support environment) Knowledge of technology in terms of servers, infrastructure etc. would be an added advantage AWS certification will be added advantage Strong technical knowledge that is current in today's IT service management arena Customer focus, leadership and collaboration