The Brixton Group

Ensure compliance and ownership of IT service management processes, manage client escalations, coordinate team schedules and training, and maintain communication and reporting on infrastructure health and process adherence. | 15+ years professional experience with 8+ years hands-on major problem management, strong ITIL qualifications, infrastructure operations exposure, and ability to manage teams and client relationships. | Duration: 6+ months Compensation: $52-60/hr • ** U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor or transfer visas at this time. *** • ** No Vendors/3rd parties. *** Responsibilities: • Ensure process compliance across different service management processes like incident management, change and release management, capacity management, availability management, CSI, problem management, asset, and configuration management. • Overall process ownership by collaborating with all resolver teams to ensure service management process adherence, like reduction in ticket hopping, aging ticket analysis, etc. • Work closely with client stakeholders to capture their expectations and ensure delivery center teams deliver according to client and process expectations, working closely with leadership. • Accountable for managing client escalations in service management areas. • Ownership of team schedules and rosters for service management process staffing. • Ensure communication and ongoing updates through dashboards for infrastructure health and process compliance. • Engage team members across different platforms and also cross-training to ensure primary and secondary accountability. • Conduct regular training/sessions for process updates or new hire orientations. • Ensure quality of service management delivery by setting up daily/weekly checkpoints with operations team members for reviewing and tracking progress on incidents, changes, service requests, problems, risks, audits, etc. • Identify training needs and ensure compliance to ensure competent staffing for service management areas. • Document and review client engagement risks with internal and client stakeholders and track progress on remediation plans. • Ensure client-agreed reports are created and published on an agreed frequency with accurate information. Requirements: • 15+ years of non-internship professional experience. • 8+ years of hands on experience with Major Problem Management is a must. • Strong ITIL understanding with relevant ITIL qualifications. • Exposure to Infrastructure Operations Management. • Ability to work with all levels of client and internal resources. • Apply client methodology, reusable assets, and previous work experience to deliver consistently high-quality work. • Stay educated on new and emerging market offerings that may be of interest to our clients. • Adapt to existing methods and procedures to create possible alternative solutions to moderately complex problems. • Understand the strategic direction set by senior management as it relates to team goals. • Use considerable judgment to define solutions and seek guidance on complex problems. • Primary upward interaction is with a direct supervisor. May interact with peers and/or management levels at a client and/or within the client. Establish methods and procedures on new assignments with guidance. • Manage teams and/or work efforts (if in an independent contributor role) at a client or within the client. • ITIL Foundation Certificate. • ITIL Intermediate Certificate in one of the Life Cycle (preferred).

Responsible for core scanning, data loss prevention, and data at rest encryption using the Securiti.ai platform. | Must have strong and recent experience with the Securiti.ai platform and hold a Securiti Certification. | Duration: 3+ months Compensation: $80-$125/hr Location: 100% REMOTE Responsibilities: • Must have strong and recent Securiti.ai platform experience. • Should have Securiti Certification. • Will primarily be responsible for core scanning, DLP, and data at rest encryption.