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IT Operations Support Lead

  • Location: Deerfield Beach, 33442
  • Job Type:Permanent

Posted 17 days ago

Our client is seeking an IT Operations Support Lead for a direct-hire opportunity in Deerfield Beach, Florida! 

The IT Operations support lead is an instrumental role inside the operations management team and is responsible for ensuring all technology incidents are driven to resolution across the enterprise. The operations management team provides 24/7 monitoring and break/fix support of application and infrastructure technologies across multiple lines of business.  

Position Overview:
  • Provide critical leadership during Major Incidents to drive quick response and restoration. This includes, but is not limited to:
    • Technical resource and vendor engagement and escalation
    • Incident communication and coordination with technical and customer service resources
    • Providing timely, accurate, and effective communication on service impacting events.
    • Post-incident procedures, including updating ServiceNow with proper documentation, creating executive summaries, and coordinating resources to perform root cause analysis
  • Strategically designs and matures the Major Incident and Problem Management programs, to include documentation and workflows to ensure they are relevant and current as well as evaluating tools to gain additional efficiencies.
  • Collaborates with appropriate leadership and stakeholders to ensure all support guidelines are met as well as to gain an understanding of departmental business structure and requirements, and to manage business Playbooks
  • Responsible for providing metrics reporting and analytics for Major Incident and Problem Management, to appropriate Leadership and Committee’s. Monitors the effectiveness of the Major Incident and Problem Management program.
  • Works with the service management team to design and mature analytic performance improvements for Major Incident and Problem Management.
  • Participates in the risk analysis process to determine business impact of changes to the environment.
  • Reports on key metrics of availability, incident resolution and service delivery performance.
  • Responsible for the understanding, impact and functional requirements for IT changes that affect overall stability and health of all IT environments both on-premise and cloud.
  • Drive accountability of problem resolution and Root Cause analysis, ensuring timely reports, fixes, and remediation
Requirements:
  • Bachelor’s degree in Information Technology or Computer Science preferred
  • ITIL certifications preferred
  • Minimum 5+ years of related experience supporting and managing enterprise scale on premise and cloud-based networking, database, and server technologies.
  • Strong knowledge of major incident management.
  • Skilled at running problem management and RCA sessions.
  • Strong knowledge of ServiceNow and general knowledge of multiple information technology domains
  • Ability to apply critical thinking, problem-solving and decision making in stressful situations
  • Ability to take control and drive a major incident to resolution at any time
  • Ability to partner with individuals and teams at all levels
  • High organizational skills and ability to multitask
  • Ability to communicate, both written and verbally, with a high level of confidence and clarity
  • Experience in and taking part in a 24x7 operations center and/or with teams responsible for resolving critical, business-impacting outages
  • Experience in working with vendors for third-party supported technologies
  • Self-starter with the ability to work with minimal direction
  • Ability to work evenings and weekends, based on business needs and being part of an on-call rotation.
  • Experience with service management reporting in ServiceNow or similar tools.