Technical Service Management Lead

Job Summary:

Technical Service Management Lead is responsible for overseeing the IT operations aspects of the business services, ensuring they are delivered efficiently, reliably, and in accordance with service level agreements (SLAs). This role integrates Site Reliability Engineering (SRE) and IT service management to enhance service delivery, operational performance, and service reliability. Additionally, this role involves building up the service delivery team, including recruitment and enablement. The ideal candidate will have a strong background in IT operations, distributed systems, cloud, and excellent leadership skills.

Key Responsibilities:

Operations Management:

• Oversee the day-to-day IT operations using SRE principles and methodologies.
• Define and maintain operational processes and procedures.

DevOps Practices:

• Promote a DevOps culture within the team, emphasizing collaboration, automation, and continuous improvement.
• Collaborate with development teams to ensure smooth and efficient deployment processes.

Incident Management:

• Develop and manage the incident management process to ensure timely resolution of incidents.
• Coordinate the response to major incidents, ensuring effective communication and resolution.
• Maintain an incident log and perform post-incident reviews to identify areas for improvement.

Problem Management:

• Identify and analyze recurring issues to determine root causes and implement solutions.
• Maintain a problem management database and track the status of problem resolutions.
• Work proactively to prevent incidents by addressing root causes and implementing preventive measures.

Service Delivery:

• Ensure that all services are delivered in accordance with SLAs.
• Monitor service performance metrics and report on service delivery.
• Manage the resolution of operational and service-related issues and incidents.

Team Leadership:

• Lead, mentor, and manage the IT operations service delivery team.
• Conduct performance reviews and provide feedback to team members.
• Foster a collaborative and high-performance team environment.

Recruitment and Training:

• Build up the service delivery team by recruiting and selecting top talent.
• Develop and implement training programs to ensure team members are skilled and knowledgeable.
• Onboard new employees and provide continuous development opportunities.
• Customer Relationship Management:
• Act as the primary point of contact for clients regarding operational service delivery.
• Build and maintain strong client relationships.
• Address client concerns and ensure timely resolution of issues.

Coordination and Collaboration:

• Work closely with other departments (e.g., IT, support, facilities) to ensure seamless service delivery.
• Coordinate with vendors and third-party service providers as needed.
• Facilitate communication between clients and technical teams.

Continuous Improvement:

• Identify opportunities for improving operational processes and efficiency.
• Implement operational improvement plans and initiatives.
• Stay updated on industry trends and incorporate best practices into operations.

Compliance and Security:

• Ensure compliance with industry standards, regulations, and security policies.
• Conduct regular audits and assessments to ensure operational and security compliance.
• Manage risk and implement mitigation strategies.

Financial Management:

• Manage the budget for data center operations.
• Ensure cost-effective delivery of services.
• Monitor and control operational expenses.

Qualifications:

Education:

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.

Experience:

• Minimum of 5 years of experience in IT operations, with at least 2 years in a leadership or managerial role.
• Proven experience in SRE, platform observability, DevOps practices, incident management, and problem management.
• Experience in recruiting, training, and developing team members.

Skills:

• Strong understanding of IT operations and infrastructure management.
• Expertise in SRE principles and practices.
• Proficiency in observability tools and techniques (e.g., monitoring, logging, tracing).
• Experience with DevOps tools and practices (e.g., CI/CD, automation, infrastructure as code).
• Strong incident and problem management skills.
• Excellent leadership and team management skills.
• Strong customer service orientation and relationship management skills.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.
• Ability to manage budgets and financial resources.

Certifications (Preferred):

• ITIL Foundation or higher
• Certified Kubernetes Administrator (CKA)
• AWS Certified DevOps Engineer or equivalent cloud certifications
• Data center-related certifications (e.g., CDCP, CDCS)
• Relevant security certifications (e.g., CISSP)