IT Help Desk Team Lead
JMA Wireless
ITSM
Team Manager, Major Incident Management
Western Union
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $140,000 - $160,000 per year
Job Level
SeniorLead
Tech Stack
ITSM
About the role
- In this critical role, you will be responsible for ensuring execution of a strategic function and attaining our service availability goals through effective major incident management.
- Establish, lead, and ensure flawless performance of one of the three regional Major Incident Management teams.
- Coaches, trains and works to attain maturity of the major incident management team.
- Provides guidance, planning and direction for business unit on budgets and proactive allocation of resources to ensure the highest process execution standards.
- Manages, monitors, reports, and executes the Major Incident Management Process, including Major Incident process engineering and response operations - coordination of service outage avoidance and service restoration activities.
- Ensures the process is documented and executed as defined, metrics are tracked and reported.
- Executes drills, works with all the involved parties to align on the framework and ensure flawless operations and execution.
- Works with IT Change, Problem and other ITSM processes to ensure holistic approach.
- Runs major incident retrospectives, identifies opportunities and drives continual service improvement.
Requirements
- 8+ years of application and infrastructure technology operations experience in the Hybrid environment with a focus in Major Incident Management
- 4+ years of related experience, organizational and process planning and strategy execution, along with experience partnering with the global base of technology and business stakeholders to ensure process is implemented and executed effectively and efficiently
- Bachelor's degree in computer science or related field or equivalent work experience
- Proven record of successful experience leading teams
- Engineering / DevOps / SRE experience is an advantage
- Experience operating and governing a managed service environment
- Strong analytical and problem-solving skills
- Self-motivated, with a "get things done" attitude able to "roll-up sleeves", properly prioritize and deliver critical results during crisis situations round the clock
- Experience and ability to effectively work with multiple stakeholders/teams in different countries across the globe with different cultural backgrounds
- Strong business writing, presentation, and verbal communication skills in English language are a must
