Critical Incident Manager ITSM with Data Dog, Dynatrace, and PageDuty

4 weeks ago

Houston, United States Elite Mente LLC Full time
Job DescriptionJob Description

Critical Incident Manager ITSM with Data Dog, Dynatrace, and PageDuty
Location: Remote(client is in CST/EST time zone)

Appliacnt shall have strong monitoring experince on Data Dog, Dynatrace, and page duty.

Work Authroization: Citizen/GC

Role: Contact to Hire(within 6 months)

Responsibilities:

  • This is a strategic and hands-on position where you will work closely with cross-functional teams to develop and optimize Service Management
  • Processes (Incident/Problem/Change management), drive continuous improvement, and enhance our proactive capabilities.
  • Monitor system management consoles and respond to alerts.
  • Facilitate Major Incident conference calls independently performing multiple roles including, Situation Leader, Scribe and Communications to executive Leadership.
  • Lead and coordinate the end-to-end incident management process, from detection and diagnosis to resolution and post-incident analysis including RCAs to ensure correct monitoring and automated alerting is in place to prevent any repetition.
  • Help increase problem tracking and root cause analysis and availability of products across Technology.
  • Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
  • Conducting in the weekly Change Advisory Board calls, etc. and tooling automation (requirements, testing, adoption) to support Change Management Operations.
  • Develop trend analysis and prepare service improvement plans to address identified gaps.
  • Implement and enforce OLAs/SLAs to ensure effective governance of change requests through the Change Management lifecycle.
  • Define and inspect metrics, KPI, and trend reports for use in the problem management process.
  • Build strong relationships with key stakeholders, including senior management, department heads, and external partners, to ensure their support and engagement in incident management initiatives.
  • Foster a culture of continuous improvement, staying abreast of industry trends, emerging technologies, and best practices to enhance incident management capabilities.
  • Create dashboards and reports to provide insights into operational performance and health.
  • Leverage automation to optimize processes and workflows.
  • Complete any assigned project work or tasks, with a view to improving existing processes, capabilities and seek out automation opportunities.
  • Collaborate with engineering teams to ensure that incident learnings are integrated into the software development lifecycle to improve overall system resilience.

What we expect of you:

  • 7+ years of overall service management experience
  • Influence: Persuades others to support and commit to desired actions; communicates the urgency and importance needed to mobilize others; uses expertise, credibility, and personal style to convince others to accept recommendations or adopt new attitudes.
  • Business Acumen: Behaviors are aligned with how the business operates; considers trends and competitive information in decisions and actions; aligns with the culture, strategy, priorities, and practices of the business; aligns with and understand the customer and the market to solve problems and capture opportunities.
  • Effective Communicator: Actively listens to, summarizes, and considers comments to ensure understanding; Prepares and delivers proposals and presentations; Proactively ensures the timely sharing of relevant information to appropriate people.
  • Results Orientation: Works towards goals, overcoming obstacles, setbacks, and uncertainty; identifies barriers to goal achievements; plans for contingencies to ensure delivery.
  • Initiative: Takes prompt and independent action when appropriate; shares ideas; recommends solutions to problems; does what's necessary without being prompted or incented; seeks increasing levels of challenge and opportunity.
  • Negotiation: Provides strong arguments for positions; achieves desired negotiating outcomes while meeting others' needs; effectively deals with emerging issues; resolves challenging problems; wins concessions without harming relationships.
  • Organization and Execution: Sets, manages, and completes work on multiple priorities and work activities; organizes work in ways that improve efficiency; completes assignments rapidly and thoroughly; effectively handles conflicting priorities and demands; eliminates roadblocks.
  • Problem Solving & Analysis: Systematically gathers relevant information and input; considers a broad range of factors; grasps complexities and sees relationships among data, events, or problems; applies fact-based logic; generates alternatives.
  • Availability for on-call rotations and off-hours as needed.
  • Hands on experience with monitoring and performance monitoring tools like DataDog, Dynatrace, Splunk, etc.
  • Experience with ServiceNow ITSM modules - Incident Management, Problem Management, Change Management, Reporting and Analytics
  • Azure foundation certification, analytical skills, a plus.

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