Service Delivery Lead

Job Title: Service Delivery – Application Support and IT Operations for ERPs

Experience: 12+ years in IT Operations and Support.

Job Description:
We are seeking an experienced Solution Reliability Engineer (SRE) to join our dynamic team. The ideal candidate will have extensive experience in IT Operations & Application Support and a strong background in handling solution reliability in large IT Operations teams. SRE should drive IT operations process maturity by ensuring the reliability and stability of the IT Operations, proactively identifying and mitigating potential issues to maintain high security, uptime and performance in the IT systems that we are supporting.

Key Responsibilities:

• Resiliency: Work with IT application support teams and other stakeholders to ensure the high availability and reliability of IT application portfolio.
• Proactive Issue Identification: Develop and implement monitoring strategies and tools to identify potential problems before they impact users.
• Root Cause Analysis: Collaborate with support teams to investigate and diagnose the root causes of failures and (major) incidents to prevent recurrence.
• Performance Optimization: Analyze system performance and identify areas for improvement to enhance reliability and efficiency of support operations.
• Solution Design and Implementation: Contribute to the continuous improvement of support solutions to make them more reliable and maintainable. 
• Monitoring: Collaborate with other IT support vendor teams to build proactive monitoring tools and techniques to identify risks.
• Automation: Identify automation opportunities, collaborate with IT support teams for automation implementation and thus drive productivity and Support Cost efficiencies.
• Risk Management: Identify and manage risks that can affect the reliability and availability of the solution – and work with support leaders for remediation.
• Documentation: Collaborate with IT support team to build clear and concise documentation of IT operations, applications’ architectures, integrations, and troubleshooting procedures. 
• Mentoring: Provide technical guidance and mentorship on operational excellence to junior support team members.
• Governance & Reporting: Support IT governance by providing monthly/periodic reporting on agreed operational excellence metrics.

Requirements:

• Bachelor’s degree in Computer Science/Information Technology or a related degree.
• 5+ years of experience working on ERP or other enterprise application support and build.
• 7+ years of experience working IT Operations and in Service Delivery.

• Excellent problem-solving skills and attention to detail.
• Excellent data analysis skills and root cause analysis skills.
• Excellent communication and collaboration abilities to work with functional teams and business users.

Preferred Qualifications:

• Experienced with SDLC/Agile methodologies and project management tools.
• Experienced with ITSM tools like ServiceNow, JIRA etc.