Full time,
Team Lead - Process and Major Incident & Request Manager
We are currently seeking a highly motivated and experienced individual to join our team as the Team Lead for Process and Major Incident & Request Management.
Role Overview:
As the Team Lead for Process and Major Incident & Request Management, you will play a crucial role in leading and managing the Service Management processes. This includes overseeing critical situations, restoring service promptly, and driving ITIL processes. You will lead a team of skilled professionals, providing guidance and leadership to ensure the effective execution of processes and the successful management of major incidents and service requests.
Responsibilities:
- Lead and manage a team of Process and Major Incident & Request Managers.
- Prioritize and execute tasks in a fast-paced environment, ensuring timely resolution of critical incidents and requests.
- Design, deploy, and maintain ITIL processes to enhance service delivery.
- Monitor the performance of processes and generate insightful reports.
- Develop and implement initiatives for continuous process improvements.
- Coordinate with stakeholders to develop process requirements.
- Manage the Release Management lifecycle, including scheduling, coordinating, and overseeing releases for multiple applications.
- Efficiently monitor and follow up on P1/P2 Incident and Request lifecycles, ensuring adherence to SLAs.
- Conduct root cause analysis for P1/P2 incidents and ensure proper documentation.
- Chair and contribute to Incident Root Cause Analysis and Problem review meetings.
- Facilitate and manage changes, ensuring communication to customers and internal teams.
- Build and maintain the IT release calendar, monitoring progress and resolving issues affecting release scope, schedule, and quality.
- Conduct release readiness reviews, milestone reviews, and Go/No-Go reviews.
- Lead and coordinate Go-Live activities, including the execution of deployment plans.
- Maintain a release repository, managing key information such as build and release procedures.
Preferred Qualifications:
- Strategic thinking and strong organizational skills.
- Excellent communication and presentation abilities for both technical and non-technical audiences.
- ITIL certification and deep understanding of service management.
- 7+ years of IT experience with at least 5 years in Service Management and/or Process Management.
- 2-6 years of previous release and/or project management experience.
- Solid knowledge of IT and operations, with exposure to the software development lifecycle.
- Demonstrated ability to coordinate cross-functional work teams and remain calm under stress.
Nice to Have:
- Project management experience.
- Knowledge of Continuous Integration and Continuous Delivery (CD/CI) pipelines.
- Experience working with DevOps and Agile methodologies.
- Working knowledge of Software Development Lifecycle.
- Expertise in computer programming.
- Experience in the use of Application Release Automation tools.
- Experience with VMWare technologies.
What We Offer:
- Competitive salary and benefits package.
- Opportunity for professional growth and development.
- Collaborative and dynamic work environment.
If you are a highly organized and strategic thinker with a proven track record in Service and Process Management, we invite you to apply for this exciting opportunity.
To apply, please submit your resume. We look forward to welcoming you to our team!
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