-
ID
#8571681 -
Job type
Contract -
Salary
$90 - $93 -
Source
DTG Consulting Solutions Inc. -
Date
2021-01-20 -
Deadline
2021-03-21
Lead Service Delivery Manager/Problem Manager (contract to hire)
Pennsylvania, Philadelphia, 19019 Philadelphia USAContract
Vacancy expired!
- Build and maintain strong relationships to ensure SLAs and service excellence are managed and maintained.
- Develop and mature existing problem Management process, expanding this to reach holistically across the entire eco-system.
- Focus on deep dive analysis into infrastructure and hosting operational Incidents impacting service availability.
- Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix.
- Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
- Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.
- Take an active role in Major Incident Management to help drive understanding of underlying issues. This will also include participating in critical P-1 Incident Reviews and tracking follow-up actions for the Problem Management team.
- Provide a regular and clear status on the operational performance of all areas of the service, including internal SLA’s, monitoring trends, and team performance.
- Experience in a Service Delivery, Problem or Service Management role working closely with onshore and offshore technical and operational teams.
- Experience using Problem Management systems and working with real time monitoring solutions (CA APM, Splunk, Tealeaf, Fiddler)
- Excellent and diverse technical background, including SOAP and REST web service architecture, Java and Datastage ETL architectures, Tableau and Cognos reporting solutions, RDBMS database models
- Understanding of ITIL concepts and practices– Incident and Problem management and managing service improvement initiatives
- Experience with HP Service Now Ticketing System
- Excellent written and verbal communication skills
- Experience with Rally, JIRA, Confluence
- Customer Focused - dedicated to understanding and meeting the expectations and requirements of customers.
- Team Player - Understands and contributes to team goals, promotes teamwork and collaborative working relationships.
- Problem Solver– recognizes the need to restore services quickly and effectively, uses logic to solve problems; exhibits sound and timely analysis and judgment; identifies problems and brings forward alternative solutions; includes appropriate people when conducting research and analysis.
- Influential–articulates ideas and thoughts clearly both verbally and in writing; gets things done through formal and informal channels and networks.
- Self-motivated - able to work on their own initiative and deliver the objectives required to maintain the operational service.
- A willingness to develop new skills and to understand new technologies.
Vacancy expired!
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