Job Description
In the role of Service Manager, you will handle two primary functions. Firstly, you will oversee IT major incident management, ensuring swift resolution of significant incidents. Secondly, as a Problem Manager, you will coordinate responses post-resolution, aiming to identify the root cause and develop a corrective action plan. The ideal candidate should have a robust background in IT service management and the ability to lead a team of IT professionals in addressing and resolving problems. Your responsibilities will include minimizing the impact of incidents, accelerating resolution times, and improving overall IT service quality.
Key Responsibilities
Lead and manage the incident management process, ensuring incidents are logged, categorized, prioritized, and resolved according to SLAs.
Exhibit high proficiency in handling complex IT products and services, as well as infrastructure and application components.
Act as the primary point of contact for major incidents, coordinating among various IT teams and stakeholders to achieve resolutions.
Perform root cause analysis on major incidents and create comprehensive incident reports, detailing key issues, impacts, resolutions, and preventive and corrective measures.
Familiarize yourself with ITIL processes relevant to your role, create metrics to evaluate process effectiveness, and analyze this data for improvement.
Manage the escalation process for major or critical incidents, ensuring timely and appropriate escalation to senior management when necessary.
Ensure compliance with company policies, industry standards, and regulatory requirements in all incident management activities.
Build and maintain strong relationships with stakeholders, understanding their needs and ensuring IT services meet their expectations.
Analyze and interpret trends or patterns in complex data to uncover deeper issues, insights, and opportunities for enhanced service delivery and management.
Job Requirements
Solid knowledge of IT infrastructure domains such as server platforms, storage systems, network devices, enterprise backup technologies, and IT service delivery principles.
Understanding of infrastructure-as-a-service (IaaS) cloud computing operations, including Azure or GCP.
Highly technical and analytical, with at least 8 years of progressive experience in technology delivery and service management.
A degree in Information Technology, Computer Science, or a related field.
Preferred: ITIL Intermediate certification or higher.
Practical experience with ITIL processes, including Incident Management, Problem Management, and Change Management.
Practical knowledge of other ITIL processes like Capacity Management, Event Management, Release Management, Lifecycle Management, and Threat and Vulnerability Management is advantageous.
Ability to collaborate with various stakeholders to manage expectations and achieve business outcomes.
Required qualities include self-motivation, excellent time management, organizational skills, cross-functional collaboration, personal responsibility, composure under stress, proactive nature, and high enthusiasm.
Perseverance, a strong work ethic, and the ability to deliver high-quality work with effective prioritization and agility are essential.
Qualifications
Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
Minimum of 10 years of experience in IT operations, with at least 5 years in a leadership capacity.
Proven expertise in Problem and Incident Management.
Strong knowledge of IT infrastructure, cybersecurity, and network management.
Excellent leadership, communication, and interpersonal skills.
Relevant certifications such as CISSP, ITIL, or CISM are a plus.
