Experience & Qualifications:

• 8+ years of experience in Service Assurance, Availability Management, Problem Management or Incident Management, combined with an excellent understanding of the Technology Infrastructure support model.
• Experience in Identity, Access Management and Directory services is huge plus.
• Experience working in a team-oriented, collaborative environment.
• Experience in developing process documentation.
• Advanced knowledge in Availability, Incident, Change, CMDB, and Problem Management.
• Multi-tasking abilities.
• Excellent communication (both verbal and written).
• Ownership attitude towards issues to work with multiple partners and drive resolution.
• Ability to detect recurring failure patterns and proactively propose and drive solutions for improvement.
• Ability to lead a team of onshore/offshore engineers.

Roles & Responsibilities:

• Set direction and vision for the team, manage client expectations
• Leading Incident Escalations and Problem Management reviews with IT and Senior leadership teams
• Monitoring IT Service Availability levels, comparing actual levels against targets, and addressing shortfalls
• Works to proactively enhance IT Service Availability
• Service Assurance responsibilities including collection and analysis of metrics, identifying recurring issues.
• Presenting weekly and monthly Availability data to Leadership team, concisely and effectively
• Aligning and influencing IT Teams to follow the ITIL Operations processes
• Driving decision making for incident resolution and minimizing impact to the business
• Aligns IT priorities with the business plans.
• Manage production support and corrective action plan activities.
• Builds strong relationships with multiple teams.
• Develop and implement best-in-class processes, metrics and practices.