The Brixton Group

Compensation

Full Description

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).