Senior Consultant - Software Engineering
Core
Lead IT operations management with a strong emphasis on Problem Management and Availability Management for key applications and services.
Role type
Senior IC IT Operations Consultant (Problem & Availability Management)
Builds
ITIL-aligned incident response models, problem resolution processes, and service availability metrics
Domain
IT Operations / Service Management
Deliverable
dashboards & analysis | client delivery
Required skills
Problem Management lifecycle coordination, Root Cause Analysis (RCA), Incident Management leadership, Availability Management, SLO definition and tracking, ITIL practices, Severity definition management, Monitoring and observability improvement
Preferred skills
ITIL certification
Technologies
ITIL framework, Monitoring tools, Observability platforms
Responsibilities
Lead and coordinate the complete lifecycle of Problems including identification, prioritization, investigation, RCA, and closure. Facilitate major problem lookbacks following Sev1 and Sev2 incidents to identify systemic issues. Partner with engineering teams to drive permanent corrective actions. Track and maintain application availability against specified SLOs. Produce and review availability, outage, and MTTR metrics. Drive improvements in monitoring, alerting, and observability.
Seniority
Senior, hands-on IC
