Lead Production Operations
Core
Lead Production Operations overseeing operational efficiency and scalability of IT infrastructure and services, ensuring seamless delivery of IT services to support strategic objectives.
Role type
Senior IC IT Service Management Lead
Builds
ITSM processes, incident management bridges, and service quality improvements
Domain
IT Service Management (ITSM) / IT Infrastructure
Required skills
ServiceNow platform expertise, ITIL frameworks, ITSM principles, incident management, problem management, change management, configuration management, root cause analysis, vendor management, observability tools, IT infrastructure knowledge
Preferred skills
Leadership in global organizations, cross-functional collaboration, stakeholder engagement, self-service tool enhancement
Technologies
ServiceNow, observability tools
Responsibilities
Oversee optimization of ITSM processes (incident, problem, change, configuration management), manage major incident management bridges, monitor and analyze ITSM metrics and KPIs, lead incident management process, conduct blameless post-incident reviews, drive continuous improvements to reduce recurrence, manage problem lifecycle, collaborate on root cause analysis, drive proactive problem management initiatives, support employee support experiences
Seniority
Senior, hands-on IC