Description
**************************3 Top Skills needed on resume:
ITIL certified Experience with service delivery and service management including incident problem and change management. Experience using and administering/configuring Jira and Confluence. Any testing in the interviews? – no testing, just questions
Typical hours worked 9-5 + on call as required (1 out of every 4 weeks)
Is there any potential to hire Full time? yes
What type of projects will this candidate be working on? Implementing, growing and running our incident, problem and change management.
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Reporting to the Senior Manager of Video Hosting, the candidate will be able to balance both leadership skills and the necessary technical skills to manage and support multiple TV services and technical resources including ownership of processes based on ITIL Service practices.
The main accountability of the team is to support and influence internal partners to address any escalations related to incident, major incident, problem, change, and configuration management. The extended team of which the candidate will be a part of is composed of experts in video services. The technological challenges are great because of the constant introduction of new technologies in this field which will require the candidate to continually develop their knowledge in order to stay up-to-date on the supported solutions.
Responsibilities/ Accountabilities:
Maintain high level of ITIL Service Desk knowledge to effectively support incident, major incident, problem, and change and configuration management. Follow the Major Incident Management processes for all major incidents Drive root cause analysis(RCA) and corrective action to help eliminate disruption of services and consequently improve the operations of the organization using problem analysis and documenting all elements of the RCA to closure. Coordinate major incident management both on and off hours; document all actions taken to resolve the incident and drive Conference Bridges. Together with other members on the team, act as the single point of contact for customer escalations and service assurance related issues. Provide support and escalation where necessary to ensure that SLA targets are met for incidents and changes Ensure that all change introduced to the customer environment have been fully reviewed and compliant with the governance process.Deliver performance reports and score cards for the video platforms and services while tracking the team’s effectiveness in delivering on the targets Actively participate in all incident, problem, and change reviews while developing service improvement plans in response to post mortem analysis, trends observed and areas of opportunity highlighted in the scorecard Identify gaps in processes, make recommendations, and implement service improvement plans Maintain operational support documentation, both internal and partner facing Maintain sufficient level of technical product knowledge Critical Qualifications/Competencies:
Working knowledge of the ITIL methodology Experience with all aspects of incident management including drafting service disruption notifications and leading post mortems Experience with Atlassian software suite, including aministation of Jira Service desk and Confluence Experience creating executive summaries, and other service management reportWork location: 9 Channel Nine Court, Scarborough
