ITSM Technology Support Lead

What you'll do

• Investigate incidents, drive root cause analysis, and implement preventive measures to reduce recurring problems and client impact.
• Partner with Production Management, engineering, Development, and Support teams on operational readiness, service resilience, and production changes.
• Manage problem records, audit evidence, and operational metrics; use authorized AI capabilities to support analysis and planning.

What they ask for

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Proficiency in SRE and ITSM processes, including Problem Management, Defect Management, and Change Management.
• Experience developing solutions using Python for problem management automation and utilizing AI and machine learning solutions to improve decision-making.
• Strong root cause analysis, problem-solving, stakeholder communication, and data-driven reporting capabilities.

Nice to have

• Experience preparing and presenting service level management and operational metrics reports to diverse and senior stakeholder forums.
• Ability to leverage technology and AI tools to review large volumes of data and communicate insights.

Pay

$147,250.00-$200,000.00 USD base salary

Tools

Python, ServiceNow, AI, machine learning

AI focus

Use enterprise-authorized AI capabilities to accelerate problem analysis, program planning, and risk synthesis; validate outputs and handle data according to sensitivity requirements. The posting also calls for using AI and machine learning solutions to improve decision-making.