In this role you will

• Experience as an IT incident manager or IT service manager.
• At least 5 years’ relevant experience in IT Service Manager
• Excellent problem-solving skills and an ability to collaborate with technical teams.
• Expert knowledge of ITIL. ITIL certification preferred.
• Expert Knowledge of python. Python certification preferred.
• Experience of working in Agile and knowledge of DevOps
• Produce Deployment, Run Books, and Implementation Plans
• Experience of service desk tools (Jira Service Desk, Global Service Desk, ServiceNow)
• Good understanding of ITSM processes
• Skilled in multi-tasking and self-managing a diverse workload.
• Participate in CAB meetings to discuss release scope and/or roadblocks.
• Excellent written and verbal communication skills
• Coordinate activities of technical specialists to automate the setup and configuration of environments.
• Monitor and guarantee uptime of test environments.
• Provide ongoing support for environments.
• Move environment activities toward a goal of 100% automation.
• Strong communication skills (verbal, written, and presentation of complex information and data).
• Establish, document and implement the best practices in the end-to-end application

Requirements

To be successful in this role, you should meet the following requirements:

• Should have 10+ years of experience on Application Development and support
• Ensuring 24/7 availability of critical enterprise applications
• Working with Digital, Non-Digital teams and third parties to assist with the identification, classification, and prioritisation of Production Incidents.
• Working with technical teams to ensure that root cause of incident is found as a priority and that actions are documented, assigned, and tracked to meet SLA.
• Document incident and problem management reviews ensuring that all interested parties are invited to incident retrospectives.
• Daily management of the incident and problem ticket queues to ensure all open and aging tickets are being worked.
• Overseeing complex problem cases and associated actions to ensure teams are progressing and always collaborating.
• Ensuring that problem resolutions are implemented through the appropriate change management policy.
• Identifying trends and patterns of incidents and triggering reviews of these cases with the technical teams.
• Validate that problems have been documented correctly and contain accurate information.
• Quality check outage records to ensure that impact has been recorded accurately.
• Ensuring the problem management process encompasses adding new errors into the Known Error KB.
• Producing regular and adhoc problem and incident management reports ensuring that the information is delivered within the agreed timescales.
• Experience in driving GCP Cloud solution independently - Mandatory.
• Experience in publishing GCP cost Dashboards, Alerting and monitoring.
• Excellent understanding of Terraform and GKE Setup with Google architecture.
• Expertise in setting up CI/CD pipelines, configuring SonarQube , Cyberflows to Git repository. - Mandatory
• Should have experience working in agile and devops environment using team collaboration tools such as Confluence, JIRA, GitHub.
• Expertise in GCP Cloud and DevOps.
• GCP certification would be desirable