Job Title : IT Service Management (ITSM) Lead - Incident & Problem Management

Job Type : C2C

Experience : 10 - 20 Years

Location : Santa Clara, California (Hybrid) / Lewisville, Texas

Responsibilities:

• Direct active Incidents and the full end-to-end Incident service governance which includes the management of Incident channels, process, conference calls, facilitating service recovery, gathering required support teams, overseeing escalations, issuing communications, and preparing executive communications.
• AMS manager to collaborate with different service tracks and bring on value addition and strict SLA adherence
• Lead and participate in maturity of resiliency and continuity programs, drills, and processes.
• Build and evolve the practice of Incident & Problem Management, developing processes and systems to drive continuous improvement globally.
• Leads and/or participates in post Incident review and Problem Management meetings with key stakeholders and service owners.
• Document pertinent information that aids process improvement, identifies deviations, and enables the creation of Known Errors and Knowledge.
• Create, monitor, and evaluate dashboards for various audience within and outside ITSM toolset.
• Collates and analyses data for metrics and KPIs.
• Monitor and ensure compliance with SLAs, taking necessary actions to avoid breaches.
• Identifies opportunities and ownership for automation and/or continuous improvement of process steps and best practices.
• Formulate, implement, orchestrate, and innovate technologies, processes and procedures for recovery and remediation.
• Establish and govern proactive element with the goal of identifying and capture preventative actions via a robust problem management process through resolution and root cause.
• Minimum of 10-15 years of relevant technical experience, with a focus on leadership and strategy in the IT Service Management space, managing sizeable AMS programs with multiple platforms and applications.
• Intermediate-Expert ITIL Certifications with in-depth knowledge of Incident and Problem Management processes, frameworks, and best practices.
• Analytical and Critical Thinking Skills: Strong analytical and problem-solving abilities, with the ability to analyze complex issues, identify trends, and implement effective solutions.
• Stakeholder Management: Excellent communication and stakeholder management skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Strategic Thinking: Demonstrated ability to think strategically, develop long-term plans, and align incident, problem, and availability management activities with business objectives.
• Compliance and Governance Knowledge: Familiarity with industry regulations, standards, and frameworks related to incident, problem, and availability management (ISO 20000, ITIL, etc.).
• Continuous Improvement Mindset: Strong focus on driving continuous improvement, embracing emerging technologies, and implementing industry best practices.
• Experienced knowledge of mature Major Incident, Problem, and Resiliency within a ITSM ticketing system - ServiceNow Preferred or similar.
• Confidence to drive and run large conference calls.
• Experience in influencing internal/external teams within a diverse/large organization and skilled at building strong relationships, to deliver required & improved results.
• On-Call Support.

Qualification:

• Bachelor's degree or equivalent combination of education and experience.