Technology Support Lead - Problem Management
- Conduct root cause analysis on major incidents and potential impact incidents, identifying both tactical and strategic actions by working with Site Reliability Engineers, Application Development and or Platform Engineers.
- Facilitate major problem review meetings and develop strategic efforts to address problem areas in NA regions, other regions where needed.
- Collaborate with business resources and subject matter experts to refine processes, eliminate incident recurrence, and improve service delivery and apply RCA lessons learned across technology ecosystem.
- Ensure accurate and timely progression and update of problem records through the Problem Management process, utilizing tools like ServiceNow.
- Lead Stability and Service Level Improvement programs, driving continuous improvement initiatives and implementing best practices in Problem Management.
- 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
- Experience managing Root Cause Analysis (RCA) in a system of record such as Service Now.
- Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
- Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
- Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
- Ability to influence and lead technical conversations with various application support groups that include technical leaders, IT professionals, developers, and architects.
- Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
- Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
- Understanding of observability and monitoring tools and techniques.
- Excellent communication, technical writing, presentation, and relationship management skills.
- Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other such tools.
- Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
- Practical experience with public cloud.
- ITIL Foundation certification or higher preferred, with exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
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