Service Management Lead

Service Management Lead

Do you demand the best from your professional career? Are you inspired by excellence? At Centrilogic, you will have the power to make a real impact. Join us in our mission to help companies become better digital versions of themselves.

PURPOSE AND OBJECTIVES

Over nearly 15 years, we’ve become a premier global provider of multi-cloud management, cloud-native application development solutions, and strategic end-to-end digital transformation services.

Headquartered in Canada and with regional headquarters in the U.S. and the United Kingdom, Centrilogic delivers smart, streamlined solutions to clients worldwide.

The Service Assurance organization is committed to the success of our customers through outstanding technical support. We are not merely a Call Centre! We actively investigate customer issues by mastering diverse technologies and by working intensively with the products we offer. We measure our success by customer satisfaction.

EXPECTATIONS AND TASKS

The Service Management Lead is responsible for overseeing and optimizing the Incident and Problem Management processes for Centrilogic. This role will focus on identifying, analyzing, and addressing recurring technical issues to prevent future incidents, ensuring efficient incident resolution, and enhancing the overall quality of our technical support services. Additionally, the Service Management Lead will collaborate with and provide guidance to other teams within Operations to ensure they are fulfilling their responsibilities related to problem resolution and service improvement.

Among other responsibilities, you should expect to do many of the following:

Problem Management

• Lead Problem Management function at Centrilogic
• Proactively identify and analyze recurring technical issues and incidents.
• Lead root cause analysis investigations to determine the underlying causes of recurring problems.
• Maintain comprehensive records of problem management activities, including RCA reports, action plans, and progress tracking.
• Develop and implement strategies to prevent the recurrence of identified problems.
• Work with teams to implement preventative measures and improvements.

Incident Management

• Lead Major and Regular Incident Management function at Centrilogic.
• Work with delivery teams to improve Incident Management process across the organization, including, but not limited to, orchestration of Incident Response Plans for critical and urgent incidents in the queue.
• Act as a point of contact for escalations related to complex technical issues, ensuring. internal stakeholders and customers are kept up to date with incident resolution progress.
• Coordinate with Account Teams, Service Assurance and Practice (Delivery / Engineering) teams to ensure timely resolution.
• Participate in post-incident reviews and contribute to the improvement of incident management processes.
• Ensure appropriate and warm hand-off to L2, L3+ teams.

ITIL compliance

• Ensure adherence to ITIL v4 (Information Technology Infrastructure Library) best practices in problem and incident management.
• Maintain and improve incident management processes in line with ITIL guidelines.
• Collaborate with teams to implement improvements in service quality and customer satisfaction.

Strategic Planning

• Optimize Incident Management Processes:
• Develop and implement strategies to reduce incident frequency and severity, focusing on root cause analysis and proactive prevention.
• Enhance the orchestration of Incident Response Plans, ensuring rapid and efficient resolution of Severity 1 incidents.
• Drive Continuous Improvement and Preventative Measures:
• Implement continuous improvement initiatives aimed at identifying and mitigating recurring issues.
• Develop preventative measures and improvements to minimize service disruptions and enhance overall service quality.
• Enhance Post-Incident Review and Reporting:
• Streamline Post Incident Reports (PIRs) and Root Cause Analyses (RCAs) to ensure thorough documentation and effective learning from incidents.
• Utilize data and insights from PIRs and RCAs to drive strategic improvements in service management.
• Foster Collaboration and Self-Service Opportunities
• Identify and implement self-service opportunities to empower users and reduce incident volume.

Be part of a small, tight-knit team of professionals

• Directly communicate with customers and internal stakeholders on all service management related activities (major incidents, problem management and incident management).
• Working collaboratively on customer-oriented projects.
• Learn new skills and technologies that will open paths to many new possible careers. The learning never ends – you are expected to continuously learn and up-skill during your time here.
• Get the small startup feel with enterprise backing.
• Innovate and prototype new processes that will help Centrilogic run simple.

EDUCATION

• University degree or College diploma program in Computer Science, Business and Technology, Information Systems or related areas.

SKILLS AND COMPETENCIES

Required:

• The ideal candidate will possess strong problem-solving acumen, experience leading major incidents, deep expertise in problem management methodologies, and the leadership skills necessary to orchestrate collaborative efforts across operational teams for effective and sustained issue resolution.
• ITIL Certification or equivalent experience.
• Proven experience in problem / incident / escalation management, and root cause analysis.
• Proven track record of ServiceNow or another ITSM tool.
• Excellent Critical Thinking and Emotional Intelligence skills.
• Ability to communicate effectively at different levels – engineers, managers, ELT and C-level.

Experience in one of the following subject matters is a plus:

• Advanced Knowledge in Problem Management and Root Cause Analysis Methodologies
• Basic knowledge of any Network technology (Cisco, Juniper, VMWare, Dell EMC, etc.)
• Basic knowledge of any Firewall and Security tools (Fortinet, Firepower, SRX etc.)
• Basic knowledge of any IT Infrastructure Monitoring system (Logic Monitor, Azure Monitor, etc.)
• Basic knowledge of any Backup / Disaster Recovery solutions (CommVault, Zerto, etc.)
• Basic knowledge of Hosting, VPS, Public or Private cloud services (Azure, AWS, etc.)

WORK EXPERIENCE

• 5+ years of experience in the technology field.
• Experience in a Service / Network Operations Center or Mission-Critical Control team is a plus.

LOCATION

• Hybrid work – (max 3 days/week in the office)
• Centrilogic offices – Toronto (Downtown) or Mississauga (Square One/Tranmere)

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