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IT Command Center Expert
2 months ago
We are seeking a highly skilled IT Service Delivery Specialist to join our team at Peapod Digital Labs. As an IT Command Center Expert, you will play a critical role in ensuring the stability and reliability of our IT services.
Key Responsibilities- End-to-End Service Views: Collaborate with the Observability team to design, develop, and implement end-to-end service views, leveraging various monitoring tools, integrating with ITOM, Event Management, Service Mappings, and CMDB.
- Rapid Incident Restoration: Drive rapid restoration of all critical IT incidents across the organization, coordinating, resolving, and communicating across all levels of the organization.
- Supplier Performance: Drive supplier performance and attainment of all agreed-upon service levels, as well as supplier accountability on delivery of services.
- Service Dashboards: Deliver services dashboards to show overall views of critical services, including real-time visibility to service health, overall availability, and anomaly detection throughout the environment.
- Root Cause Analysis: Drive root cause analysis of all critical outages, driving remediation activities to eliminate repeat events and ensure stability and resiliency across the organization.
- Service Health and KPIs: Define service health and key performance indicators to drive reliability and business value.
- IT Operational Practices: Govern, monitor, and assess IT operational practices to ensure proper ITIL standards are executed.
- Trend Identification and Prevention: Identify trends and anticipate problems in the environment, working with various IT functions to implement preventative measures.
- Supplier Performance Improvement: Drive and define the continuous improvement of supplier performance, partnering with IT Operations on ways of working improvements for improved business outcomes.
- Education: Associate's degree in Computer Science, Computer Information Systems, Information Technology, Information Systems, or related field, or comparable professional experience.
- Experience: Minimum 7 years of IT experience.
- ITIL Certification: ITIL Certified v4 foundations preferred.
- Policies and Procedures: Experience developing and maintaining policies, procedures, standards, and guidelines.
- IT Infrastructure and Applications: Solid understanding of IT infrastructure and applications operations.
- Analytical and Presentation Skills: Strong analytical and presentation skills.
- Leadership Skills: Strong leadership skills, including the ability to interact with personnel, build strong relationships at all levels, and understand business imperatives.
- Communication Skills: Excellent written and verbal communication skills, with the ability to communicate up, down, and across the business.
- Project Management: Ability to plan, prioritize, and drive issues, tasks, and deliverables from concept to closure.
- Development Methodologies: Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies.
