Technology Service Management Lead
Posted on: February 14, 2019
"Client" is focused on unleashing the full economic potential of digital media companies. They do this bymaking digital advertising markets and technologies that are designed to deliver optimal value to publishersand advertisers on every ad served across all screens.At "Client", they have built a team that is uniquely experienced in designing and operating high-scale admarketplaces, and are constantly on the lookout for thoughtful, creative executors who are as fascinatedas we are about finding new ways to apply a blend of market design, technical innovation, operationalexcellence, and empathetic partner service to the frontiers of digital advertising.The Technology Service Management (TSM) Lead will be responsible for the day to day execution andmaturity of "Client"'s Release, Change, Incident, Problem Management processes and tools. The person willbe closely interfacing with the Engineering, Customer Support and TechOps teams to facilitate the releaseof software, govern the changes to our production environment, serve as Incident Commander and driveproblems to closureEssential Job Functions: Provide direction to ensure follow-through on incidents and problems and shifting of priorities andescalation of issues to management. Establish and adhere to strong ITSM practices and insure they are utilized consistently throughoutthe enterprise. Govern and own the release process. Align Problem Management resources on driving the root cause of the most impactful problemsout of our environment Increase the speed and agility of change in our environment while ensuring incidents caused bychange are minimized by continuously evaluating potential risk and historical success Evolve our process capabilities and adoption through data driven decisions Ensure resources are focused on top priorities across all initiatives Effectively communicate and represent team successes and opportunities to Senior Leadership Operate within a fast pace and dynamic environment consistent within a growing global company. Responsible for mentorship, evaluations, conflict resolution and recognition of the staff tomaintain highly motivated and engaged employees. Provide a direct communications interface for Tech and other technical supporting areas regardingall Service Management related issues and concerns. This responsibility includes attending variousmeetings on behalf of this organization. Successfully communicate to all levels of management, and other groups within "client" to assessand determine ongoing needs and requirements regarding process improvements, technologyreview, issues, and deployment. Ensure that all teams adhere to all ITSM processes including problem determination procedures,troubleshooting processes, ticket creation, timely and detailed ticket updates, escalation andnotification processes and closure within the specific resolution. Create metrics that identify trends and needed improvements Maintain service catalogEducation:Bachelor of Science in Computer Information Systems or related field, suitable work experience will beconsidered.Experience: Minimum of 7-10 years of experience in technology and customer support ITIL Knowledge and Certification a plus Minimum 3-5 years in a service management role Driving changes with inconsistent service management practices Jira, Jira Service desk, and PagerDuty. Global follow the sun support teamsNeed this person to come in and help with the shift in the right direction and come to the table with the right ideas. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. - provided by Dice Technology Service Management Lead
Keywords: TEKsystems, Pasadena , Technology Service Management Lead, IT / Software / Systems , Pasadena, California
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