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Senior IT Service Manager (ITSM) to coordinate, triage, diagnose, recover and avoid outages within the DevOps teams - 41606

Job Type: Contract
Positions to fill: 1
Start Date: May 09, 2022
Job End Date: Nov 09, 2022
Pay Rate: Hourly: Negotiable
Job ID: 118619
Location: Vancouver
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Our Financial Services Client is looking for a Senior IT Service Manager (ITSM) to coordinate, triage, diagnose, recover and avoid outages within the DevOps teams - 41606

6 months contract with strong possibility of an extension. Vancouver based (Remote; in office as required), Must be flexible with some off hours/weekends as working with global team

Must Have: 
  • 6+ years of IT Service Management (ITSM) experience – preferrably mobile or e-commerce platforms
  • Knowledge of Service Management: ITIL, Agile & DevOps including experience of Incident Management, Problem Management, Change/Release Management & Application production support.
  • Proven experience with ALM tooling such as App Dynamics, New Relic, Splunk, JIRA and Confluence)
  • Experience using Service management, service monitoring, knowledge management, communication and workflow tools e.g Jira Service Desk
  • Experience working in a DevOps environment (Agile)
Nice to have:
  • Preferred Certification (nice to have): ITIL Expert / Certified Agile Service Manager / Certified Agile Process Owner
  • Experience working with Mexican market – Spanish is highly beneficial
  • Someone with technical background who doesn’t mind getting hands dirty with developers and effectively assist in triage as well.

Responsibilities:
  • A DevOps culture so you will need to look beyond pure programming and will be responsible for the deployment and operation of the software we build.
  • Our customers expect our applications to be available and performant at all times, so as well as continually adding new and exciting features to our products we are expected to react immediately to any failures in Production. This may mean occasional out of hours working on a production support rota.
  • Champion customer needs and lean agile principles whilst balancing against internal controls within Digital.
  • Ensure our IT Services exceed expectations by supporting and promoting a culture of DevOps metrics and measuring and reporting on the KPIs and SLOs.
  • Streamline the current ITSM processes to be fit for an Agile way of working. Challenge any cumbersome and inefficient practices.
  • Promote the Ops in DevOps to ensure all Digital teams understand their role in operating a production service.
  • Being accountable for the Service Excellence and Problem Management processes.