Lead Enterprise Software Engineer
Core
Lead the operational governance, execution, and assurance of enterprise-scale IT Service Management (ITSM) practices including Change, Incident, Problem, and Service Level Management.
Role type
Senior IC ITSM Operations & Governance Engineer
Builds
ITSM operating model, governance frameworks, automation workflows, and operational intelligence dashboards
Domain
IT Service Management (ITSM), IT Operations, Governance
Deliverable
dashboards & analysis
Required skills
ITSM practice governance, ITIL framework, IT4IT reference architecture, Change Enablement, Incident Management, Problem Management, Service Level Management, automation engineering, AI workflow design, Lean methods, stakeholder management, risk management, executive reporting
Preferred skills
ServiceNow, Microsoft Teams, xMatters, Power BI, DevSecOps, observability platforms, major incident command
Technologies
ServiceNow, Microsoft Teams, xMatters, Power BI, DevSecOps, observability platforms
Responsibilities
Lead operational governance of all ITSM practices; Run ITSM governance forums and decision-making processes; Govern Change Enablement, Incident, Problem, and Service Request Management; Coordinate SLA/SLO performance reporting; Lead operational assurance activities and audit support; Produce executive reporting and trusted dashboards; Design and implement AI/automation workflows; Act as Incident Commander for high-severity incidents; Participate in 24x7x365 on-call rotation
Seniority
Senior, hands-on IC