Aws Technical Service Management

To succeed in this role you will be responsible for:

• Own and continuously improve ITIL practices for Incident Management Change Management and Problem Management for AWS-based services.
• Ensure service stability and adherence to SLAs/OLAs through operational controls service reviews and continuous improvement initiatives.
• Establish and track service health KPIs (availability incident volume MTTR/MTTA change success rate problem recurrence).
• Incident Management (incl. Major Incidents)
• Lead incident triage and coordination across cloud infrastructure platform security and application teams.
• Use Dynatrace / Cloudwatch insights (alerts traces service flow SLOs) to accelerate identification of impact scope and probable root cause domains (app vs infra vs dependencies).
• Coordinate communications and status updates during incidents ensuring timely escalation stakeholder alignment and restoration targets.
• Change Management & Governance (CAM / CAB / Committees)
• Create validate and control change requirements in ServiceNow ensuring quality of change records (scope impact risk test evidence implementation plan backout plan approvals).
• Drive the end-to-end change lifecycle: intake risk/impact analysis scheduling approvals implementation tracking post-change validation and closure.
• Prepare and present changes to CAM CAB and other change forums ensuring compliance with governance and regulatory expectations.
• Monitor change calendars/pipelines to prevent conflicts and reduce change-related incidents.
• Problem Management & Continuous Improvement
• Lead or coordinate problem investigations for recurring incidents; ensure strong root cause analysis (RCA) and corrective/preventive action plans (CAPA).
• Track action items to closure and measure effectiveness (e.g. recurrence reduction improved SLO attainment).
• Monitoring Metrics & Reporting (ServiceNow Dynatrace)
• Analyze and interpret data from ServiceNow (tickets categories backlog SLA breaches) and Dynatrace (availability/performance indicators) to detect deviations risks and trends.
• Produce weekly/monthly operational reports and dashboards: SLA compliance incident trends change success rate/failure modes top recurring issues operational risk indicators.
• Propose mitigation plans and service improvements based on evidence and measurable outcomes.
• Process Documentation and Automation Enablement
• Define and maintain operational processes and standards for cloud service operations.
• Identify opportunities for systems automation (auto-remediation workflow automation alert tuning) and partner with engineering teams to implement.
• Stakeholder Management & Cross-Team Coordination
• Act as the operational focal point between cloud teams application owners security/risk and governance stakeholders.
• Support decision-making by providing clear risk assessments impact narratives and recommended actions.
• Negotiate priorities timelines maintenance windows and resource needs across teams.