[Hiring] Service Management Lead @American IT Systems

Role Description

Service Management Lead with Azure or AWS

Duration: 3 Months Contract-to-Hire before transitioning to permanent employment.

No. of Positions: 1

Type of Hire: Contract to Hire

Work Authorization: GC/Citizen

Work Location: Remote

Responsibilities:

• Support the Managed Digital Solutions Cloud Service Management function for external customers and internal product teams.
• Develop and maintain cloud service desk strategy and ensure associated technical roadmaps, transition programs are well understood, included in annual/ongoing portfolio planning activities, and delivered according to plan.
• Provide 1st level support to existing cloud environments, monitoring health of environments using multiple enterprise tools, providing maximum system performance to users, and sustaining system uptime standard.
• Evaluate customer needs, troubleshoot as needed, also formulate capacity planning and performance recommendations.
• Evaluate issues reported or observed, utilize problem solving skills and attention to detail to resolve problems quickly and effectively and to proactively prevent problems. Escalate as needed.
• Collaborate effectively with coworkers and other departments (Security, Networking, Data Protection, and Operating Systems) in support of customer environments, meeting the customers' needs quickly and effectively.
• Oversee creation, maintenance, and continuous improvement of service management processes and procedures (incident management, request fulfillment, change management, problem management, etc.).
• Manage SLAs, metrics, and KPIs leveraging infrastructure and application performance management tools.
• Prepare monthly SLA reports and present to customers and internal support teams.
• Maintain master SaaS systems repository.
• Maintain knowledge management repository.

Qualifications

• Proficiency in ITSM processes, standards, and best practices.
• Strong customer service skills.
• Promote adherence to corporate infrastructure processes, procedures, and standards:
• Change & Configuration Management
• Disaster Recovery /Business Continuity Plan (DR/BCP)
• Security and Government/Industry regulatory compliance.
• Familiarity with supporting apps in AWS and Azure.
• Familiarity with common service management metrics.
• Experience with application performance management and infrastructure monitoring tools.
• Ability to be self-driven and productive autonomously.
• Individuals should be comfortable working in a collaborative, fast-paced, startup-like environment.

Requirements

• Nice to Have: Minimum of 3-5 years of experience in service desk support in a 24/7 environment.
• Nice to Have: Experience and Familiarity with ServiceNow administration, configuration, and provisioning of service management tools.
• Preferred: ServiceNow certification.
• Preferred: ITIL certification.
• Preferred: SIEM platform and solution configuration experience.
• Preferred: AWS Certified Cloud Practitioner and/or Azure Fundamentals certification.
• Preferred: Understanding of key performance indicators of cloud service providers.
• Preferred: Wide range of knowledge across IT disciplines including software, hardware, network engineering.
• Preferred: Technical writing expertise for knowledge management documents.