Full Job Description
iland is looking for an experienced ITIL certified ITSM Manager who will develop, implement, and manage the operational processes used to provide exceptional service to internal and external customers. The ITSM Manager will establish the proper processes, workflow, cadence and communication channels needed for effective collaboration. Using his/her leadership and organizational abilities, the ITSM Manager will lead and ensure successful outcomes of all incident and major incidents from beginning to end, will lead root cause investigations related to the incident, and establish problem management processes in conjunction with a continuous improvement process to prevent incidents from repeating. The ITSM manager will also lead the change advisory board which shall use agile methodologies to ensure changes are approved rapidly, but are fully validated and safe to execute. This is a full-time position located in our Houston, TX headquarters.
Develop and optimize all workflows, processes, policies, and procedures related to incident, major incident, problem management, root cause analysis, change management, and continuous improvement. Assess and identify any gaps in the aforementioned and provide regular recommendations to management for mitigation.
Assemble and lead incident or major incident resolution teams, drive incidents to closure, coordinate and manage all required communications for internal and external parties.
Assemble and lead all root cause analysis teams and prepare all associated documents and reports including tracking remediation items to completion.
Assemble and lead the change advisory board using agile methodologies which facilitate the efficiencies required in cloud-based operations, ensuring changes are properly verified/authorized, are safe to deploy, and develop reporting and trending for all changes.
Use the problem management and continuous improvement processes to proactively detect and prevent future problems/incidents.
Prepare statistics, KPI and trending reports, and data extraction for use in measuring the performance of the ITSM processes.
Collaborate with subject matter experts and management to refine operating processes and procedures to deliver and restore service more efficiently.
Manage and maintain information stored in the ITSM incident, change, and problem management database using resources as appropriate with the engineering teams.
Maintain a comprehensive understanding of all aspects of product delivery and operations.
Maintain CMDB in conjunction with the appropriate engineering teams.
All other duties as assigned
The following skills represent the minimum requirements to be considered for this position:
Minimum of 5 years’ experience in providing customer support, management, and/or supervision in complex, cloud based IaaS, BaaS, and DRaaS environments.
ITIL v3 Foundation certification at a minimum, plus 5 years direct experience with a proven track record as an ITSM Manager with solid understanding of incident, major incident, problem, and change management and managing continuous improvement initiatives.
Ability to perform data analysis and reporting including data mining and extraction from dissimilar systems and to create reports in various formats using BI tools, databases, and spreadsheet applications such as Tableau, Excel and Access (including pivot tables, advanced functions, lookups, and macros).
Solid understanding and use of various ticketing systems such as Connect Wise and Jira Service Desk as well as Confluence and Jira Project Software.
Strong analytical, follow-up, organizational, and communication skills along with proven methodologies to deliver accurate and detailed reports and assessments, both verbally and written.
Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment.
Proven track record of working collaboratively to improve the customer’s experience across multiple departments and cross functional teams
Ability to build collaborative relationships with customers, partners, peers, developers, and management across the business at all levels.
Ability to navigate and translate complex issues in an understandable, organized method which facilitates communication.
Positive team player attitude who does not have “that’s not my job” in their vocabulary.
The following skills represent additional proficiencies preferred to be successful in this position:
Bachelor's degree in computer science, information systems, business administration or other related field
ITIL v3 Practitioner, Expert, or Master Certification – preferred
Solid working knowledge of virtualization and infrastructure systems
401k Plan with Company Match
PPO Healthcare Insurance Plan
Short-Term Disability Insurance
Long-Term Disability Insurance
Paid Vacation & Holidays
iland has been in business for over 25 years, and is an industry leader in the areas of Secure Disaster Recovery as a Service (DRaaS), Secure Cloud Backup (BaaS), and Secure Infrastructure as a Service (IaaS). iland differentiates itself and maintains its market leadership by investing heavily in its proprietary Cloud Console, which is an orchestration tool for its cloud services offered in the US, UK and Singapore. The result of this investment is a rapid development cycle with up to four product releases per year. We provide an exciting, fast-paced environment that has been recognized by these industry leaders and more:
Gartner Magic Quadrant Disaster Recovery as a Service Leader: 2016-2019
Zerto Service Provider of the Year: 2016 & 2017
Veeam Service Provider of the Year: 2016-2018
The Forrester Wave Top DR-as-a-Service Providers: Q1 2014
Houston Business Journal #1 Best Place to Work: 2012 & 2013
Nine Lives Media Inc. Talkin’ Cloud 100: 2011, 2012 & 2013
Houston Business Journal Houston Fast 100: 2012 & 2013
Cisco Cloud Managed Service Provider (Cisco Powered)
VMware Global Service Provider Partner (VSPP) of the Year: 2010-2012