FBS Major Incident Response Technic...

Are you an experienced IT Technical professional passionate about driving service delivery improvements on a large scale? We are seeking a Technical Lead to join our Infrastructure Shared Services (ISS) department to manage Incident and Problem Investigations for a major US insurer. This role involves functioning as the first line of defense in responding to production issues, constantly monitoring system health, and troubleshooting with appropriate teams to expedite service restoration. You will also implement preventive measures by seeking root causes and working cross-functionally to improve code, infrastructure, and processes.

Responsibilities:

• Manage Production Incidents and Problems effectively.
• Own production operational health, including real-time communication with stakeholders during service disruptions.
• Bring strategic thinking to identify opportunities for efficiency gains through optimization, simplification, and automation.
• Develop strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams.
• Drive towards meeting and exceeding ITSM KPIs based on the organization's strategic goals.
• Collaborate with talented IT teams with varying levels of experience in a hybrid workplace.
• Foster an inclusive work environment and promote our company culture.

Requirements:

• Total Experience: 9 to 12 years
• English Proficiency: Fluent
• Skills:
• IT Service Management: Advanced (ITSM & ITIL certification are good to have)
• Observability and Troubleshooting: Advanced
• Major Incident Management: Advanced
• Cloud Computing: Intermediate
• Service Reliability Engineering: Intermediate
• Software Development: Intermediate
• Tools:
• Dynatrace: Intermediate (4-6 Years) or Similar tool
• ThousandEyes: Intermediate (4-6 Years) or Similar tool
• ExtraHop: Entry Level (1-3 Years) or Similar tool
• SevOne: Entry Level (1-3 Years) or Similar tool
• FullStory: Entry Level (1-3 Years) or Similar tool
• SharePoint: Entry Level (1-3 Years)
• Excel: Intermediate (4-6 Years)

Benefits:

Competitive compensation and benefits package, including salary and performance-based bonuses, comprehensive benefits, career development and training opportunities, flexible work arrangements, and a dynamic, inclusive work culture within a globally renowned group. Specific benefits may differ based on employee level.