Job Description

Job Description: Service Management Role

 

Infrastructure Platform Engineering (IPE), part of the client Infrastructure & Cloud organisation, are searching for a senior Associate to drive Service Management and a professional, best in class, approach to service operations across the Production infrastructure environment.

IPE operates globally with around 600 people in functionally aligned teams across Data Centres, Storage, Platforms, Database, Middleware and the virtualized Private Cloud.

This role will require to work as a senior Associate in the Site Reliability & Service Management function during APAC hours, partnering with other regional squads as a horizontal across those technical pillars, to drive improvements across the infrastructure estate and increase business context and service centricity across all teams.

As an Infrastructure Service Manager, the candidate is required to have a sound understanding of the ITSM methodology. The Service Manager champions a culture of continuous service improvement using the policies as a framework and reporting on our service performance to guide service and risk priorities and actions.

Topics within your remit will include: assurance of service data quality; compliance with policy, hygiene / performance metrics and SLAs; service risk management; champion best practices in Infrastructure management including driving proactive monitoring and capacity planning; Collaborate with Security professionals to enhance infrastructure security; vendor engagement; scenario and business continuity readiness testing; continuous improvement and training/upskilling counterparts in aspects of service management.

 

KEY RESPONSIBILITIES:

  • Drive high levels of stability and availability of services driving continuous improvements across ITSM processes.
  • Grow partnership with Product Engineering owners, drive initiatives which benefit the team in accordance with SRE and Service Management.
  • Reduced MTTR and service impact
  • Reduce recovery time on incidents
  • Aid in major incidents which are owned by IPE.
  • Validate service communications from technical perspective during major incidents
  • Provide 24x7, follow-the-sun technical escalation response. In addition, drive IPE Technical Recovery and Problem Management response ensuring cross coordination across Technology Teams for complex, IPE owned issues.
  • Drive standard process and continual improvement for incident recovery, problem management, service resilience and availability
  • Proactive Service Management of the technology services provided by IPE including Data Centres, Platform (server), Storage, Private Cloud, Database, Big Data and Middleware.
  • Bring in best ITSM practices to evaluate and update existing practice as in creating Knowledge articles, Runbooks, and process documents.
  • Responsible for IPE Technical Recovery and Problem Management response ensuring cross coordination across Technology Teams for complex, IPE owned issues. Accountable for technical decisions and communications on service recovery during live incidents.
  • Reduce recovery time on incidents and act as the main contact point for Major Incidents.
  • Collaborates with stakeholders to meet business objectives in Group IT initiatives by utilising in-depth knowledge of operations, processes and applications and contributes towards
  • Identify trends and possible opportunities for Service Improvement Program (cross-domain/divisional), gain support and sponsorship then track and drive those program's through to conclusion providing regular service updates on progress.
  • Act as the interface with various Service Process owners (Incident, Problem, Change, Configuration, Capacity, etc.) providing feedback on improvements.
  • Manage and govern the Service Risks and ensure agreed actions are tracked and focus is maintained until risks are closed appropriately.
  • Responsible for oversight and governance of key resilience requirements for applications within IPE and address technical debt across IPE to remove risk.
  • Evaluate changes within IPE and identify Service improvements in the E2E Change process.

 

MINIMUM REQUIREMENTS:

  • Bachelor’s degree or equivalent experience in an IT related discipline preferred.
  • Service management qualification and/or significant post-qualification experience.
  • Outstanding communication and influencing skills.
  • Experience of industry best-practice processes and ability to drive approach and process changes.
  • Initiative-taking, focused, and resilient, with a cheerful outlook.
  • Good negotiation / influencing skills able to overcome resistance and reach consensus and compromise to attain the required objective.
  • Demonstrated ability to manage time critical incident and recovery (crisis) situations and communication and liaison with internal stakeholders
  • ITIL Foundation certificate must.
  • Experience of ServiceNow tooling or equivalent ITSM tooling.

 

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