ITSM Technology Support Lead

What you'll do

• Drive Root Cause Analysis (RCA) for incidents to identify system gaps and implement preventive measures.
• Ensure operational readiness by monitoring SLIs, SLOs, alerting, and on-call readiness with an SRE mindset.
• Develop solutions and process improvements to reduce incident recurrence and enhance service resilience.
• Collaborate with Development and Support teams to reduce Mean Time to Recover (MTTR) and mitigate operational risks.
• Utilize enterprise-authorized AI capabilities to accelerate problem analysis, program planning, and risk synthesis.
• Manage and close Problem Tickets and Defects within ServiceNow, ensuring accurate impact recording.
• Prepare and present monthly metrics reports on Problem, Change, and Defect Management to stakeholder forums.
• Support internal and external audits by providing comprehensive ITSM evidence and ensuring regulatory compliance.

What we're looking for

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Demonstrated proficiency in SRE and ITSM processes, including Problem Management, Defect Management, and Change Management.
• Proven ability to drive thorough Root Cause Analysis and identify problems to recommend solutions.
• Experience building relationships and influencing stakeholders across cross-functional teams in a global organization.
• Strong oral and written communication skills to engage in technical discussions and communicate with senior management.
• Ability to multitask and prioritize in high-pressure, fast-paced environments.
• Experience developing solutions using Python for problem management automation and utilizing AI and machine learning solutions (preferred).
• Ability to review large volumes of data using technology and AI tools to provide data-driven insights (preferred).