Service Delivery Lead

2 weeks ago

Quincy, United States Mindlance Full time

Title Service Delivery Lead

Term: Till 30th June 2024 (With the possibility of extension to Financial Year 2025)

Location: Quincy, MA 02171

Mode: (Hybrid – 1-2 days per week onsite)

Hours per Week: 37.50


The client is looking for an Application Service Delivery Lead who will be responsible for hosting, deployment, securing, monitoring, and managing web, application servers, and other dependent software and hardware. Provide 24x7 support for middleware applications and infrastructure. Be on a monthly On-Call schedule to support the Production environment after business hours. Coordinate deployments across Production and Non-Production environments through predefined processes. Work closely with application and business teams, and Vendors. Help business and application teams to triage and resolve technical issues arising from Middleware, DBA, and infrastructure components that impact their application.


Responsibilities:

• Lead the technical team responsible for

o Incident management (Infrastructure and Middleware major incidents and incident trending identification)

o Event Management (monitoring and triage based on event triggers)

o Change request fulfillment (Oversight of end-to-end delivery of infrastructure/application change requests)

o Problem Management (identification of root cause and oversight of preventative actions)

o Implementing Data Security Management and Operation Models.

• Led the team functioning as a single point of contact for one or more Service Operations processes for the organization; investigated and coordinated resolution and restoration/recovery actions for Incidents assigned to shared service support teams.

• Create, lead, and maintain IT Service Management (ITSM) strategy, policy and procedures.

• Provides subject matter expertise for Infrastructure and Middleware Application Services and recommends process changes as required; manages processes end-to-end to ensure optimal performance.

• Engage with agencies, application support teams, business operators, and vendors to resolve or escalate incidents.

• Facilitates resource allocation, coordination, dispute and technical resolution management, and communications at various levels during service engagements.

• Draft the initial root cause analysis (RCA) and keep management abreast of open action items.

• Publish the advance change calendar and share it with applications and vendors for application and infrastructure changes respectively.

• Identify and assess strategies to improve processes, services, systems, and analysis.

• Establish metrics to measure applications health, performance, and goals

• Work with Application Project Managers to foster healthy professional relationships; help monitor contract performance and forecast usage.

• Develop opportunities for cross-team effectiveness and remove organizational barriers to strong teamwork, collaboration, and excellent service delivery.

• Establish various security compliance standards including (but not limited to) NIST (National Institute of Standards and Technology), FIPS (Federal Information Processing Standards), FedRAMP (Federal Risk and Authorization Management Program)

• Engage with agency Privacy and Security office teams to exchange Compliance reports and obtain approvals as necessary.

• Set up infrastructure audits and reports with the help of system admins and vendors as necessary.

• Involve auditors as necessary to provide compliance reports as requested and implement mitigation steps as required.


Required Skills & Knowledge:

• At least 8 years of experience in one or more facets of IT Operations

• At least 4 years of experience supervising and/or leading technical teams.

• At least 3 years of experience working in supporting J2EE application/HTTP Webservers/Middleware Components like Oracle WebLogic/IBM WebSphere/MQ, JBoss, Apache/Sun ONE.

• At least 2 years of experience analyzing J2EE application/HTTP web server, and network statistics using tools like Wily/CA Introscope, Oracle Enterprise Manager Grid Control, IBM Tivoli Monitoring, or HP OpenView.

• At least 2 years experience with strong IT Service Management (ITSM) knowledge in the areas of Incident, Problem, and Change/Release management

• Excellent communication, interpersonal relationship skills, organizational, planning, and execution skills.

• Experience with handling technical problems and engaging with various levels including technical architects and Leadership to assist in addressing the problems.

• Knowledge of IT infrastructure systems, processes, procedures, and Continuous Service Improvement as related to IT service management.

• Ability to manage multiple competing priorities and flexibility to adjust to changing requirements, schedules, and priorities.

• Experience developing ways of accomplishing goals with little supervision, capable of reaching objectives and determining when escalation of issues is necessary.

• Available on call 24x7, developed staffing forecasts to ensure adequate support coverage in a 24x7x365 environment.

• Ability to maintain professionalism under pressure.

• Preferred: Certification in J2EE Application servers and AWS hosting.


Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veteran

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