Facilitates high profile P1 - P3 incidents and related problem investigations across multiple application and cross functional infrastructure teams for cloud and on-prem deployments. Establishes Change, Incident, Problem, Knowledge, Event Response and Service Catalogue & Request processes and governance. Engages in leading medium sized projects to advance technology operations capabilities including scope, schedule and budget. Establishes processes and governance setting direction for the team to execute daily technology support functions for infrastructure and applications including incident, problem, change, monitoring and event response. Develops and governs runbooks/knowledge articles for team to follow. Serves as an escalation point for P1/P2 resources and provides oversight and training to P1s and P2s to deliver technology operations accountabilities. Develop and document procedures and scripts for automation of operational tasks and reporting. Compliant with NM's use of ITIL Service Management methodology.
Bachelors Degree in Computer Science, Information Systems or related field, or an equivalent combination of education and work experience
6-8 years professional experience
Minimum 3 years in systems administration, including:
1. Service Management (ITIL)
2. Developing and document scripts
3. Knowledge of engineering standards and best projects
4. Developing estimates for support or projects
Experience in Release and Change Management
Experience with ITSM tool like Cherwell or ServiceNow
Strong technical, written, analytical and verbal skills
Ability to manage problems across technical teams
Sound logical thinking, strong analytical reasoning and solid troubleshooting skills
Ability to drive for improvement opportunities such as early detection and faster recovery
Ability to remain calm and confident while leading with authority during P2 or P3 incidents
ITIL v4 Service Management Experience Ability to manage complex problems across technical teams
Ability to make critical decisions quickly and effectively
Ability to lead in times of uncertainty or ambiguity and become agent of change
Experience supporting and troubleshooting cloud-based AWS, Azure applications or distributed deployments running on Windows or Linux
Ability to develop estimates and to independently lead small and medium sized projects
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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.