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Job Title Senior ITIL ITSM Service Operations Lead

Job Location Austin, TX [REMOTE WORK OPTION AVAILABLE]

Duration Long Term [Potential Extensions]

Job Description

IT Operations Lead

Bachelor's Degree with 10 plus years IT industry experience

Communicate with offshore OM regarding program issues/releases/change requests and cross functional team managers on program requirements as needed

• Onsite Offshore Interaction
• internal and external stakeholders Communication
• ITIL / Service Management

• Bachelor's Degree with 10 plus years IT industry experience
• Technical background preferred- Working knowledge or networking, application support, application design
• Establish service levels and metric management processes.
• Work with technical architects, security, partners and customers on network initiatives and requirements gathering.
• Ability to assemble teams of both internal and external stakeholders to deliver effective and timely decisions
• Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions.
• Excellent resource management skills, uses time effectively and plan beyond current needs and requirements
• Provides ITIL Service disciplines, covering Incident, Problem and Change Management.
• Implement policies/standards to improve the quality and efficiency of support services based on ITIL methodology.
• Working knowledge of the Service Management workflows, and ITSM processes
• Familiarity with ServiceNow or other ITSM management tools
• Manage and review KPIs to verify SLAs are being met on a daily basis.