Critical incident manager ITSM with Data dog Dynatrace and pagerduty

Critical Incident Manager ITSM with Data Dog Dynatrace and PageDuty
Location: Remote(client is in CST/EST time zone)

Appliacnt shall have strong monitoring experince on Data Dog Dynatrace and page duty.

Work Authroization: Citizen/GC

Role: Contact to Hire(within 6 months)

Responsibilities:

• This is a strategic and handson position where you will work closely with crossfunctional teams to develop and optimize Service Management
• Processes (Incident/Problem/Change management) drive continuous improvement and enhance our proactive capabilities.
• Monitor system management consoles and respond to alerts.
• Facilitate Major Incident conference calls independently performing multiple roles including Situation Leader Scribe and Communications to executive Leadership.
• Lead and coordinate the endtoend incident management process from detection and diagnosis to resolution and postincident analysis including RCAs to ensure correct monitoring and automated alerting is in place to prevent any repetition.
• Help increase problem tracking and root cause analysis and availability of products across Technology.
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
• Conducting in the weekly Change Advisory Board calls etc. and tooling automation (requirements testing adoption) to support Change Management Operations.
• Develop trend analysis and prepare service improvement plans to address identified gaps.
• Implement and enforce OLAs/SLAs to ensure effective governance of change requests through the Change Management lifecycle.
• Define and inspect metrics KPI and trend reports for use in the problem management process.
• Build strong relationships with key stakeholders including senior management department heads and external partners to ensure their support and engagement in incident management initiatives.
• Foster a culture of continuous improvement staying abreast of industry trends emerging technologies and best practices to enhance incident management capabilities.
• Create dashboards and reports to provide insights into operational performance and health.
• Leverage automation to optimize processes and workflows.
• Complete any assigned project work or tasks with a view to improving existing processes capabilities and seek out automation opportunities.
• Collaborate with engineering teams to ensure that incident learnings are integrated into the software development lifecycle to improve overall system resilience.

What we expect of you:

• 7 years of overall service management experience
• Influence: Persuades others to support and commit to desired actions; communicates the urgency and importance needed to mobilize others; uses expertise credibility and personal style to convince others to accept recommendations or adopt new attitudes.
• Business Acumen: Behaviors are aligned with how the business operates; considers trends and competitive information in decisions and actions; aligns with the culture strategy priorities and practices of the business; aligns with and understand the customer and the market to solve problems and capture opportunities.
• Effective Communicator: Actively listens to summarizes and considers comments to ensure understanding; Prepares and delivers proposals and presentations; Proactively ensures the timely sharing of relevant information to appropriate people.
• Results Orientation: Works towards goals overcoming obstacles setbacks and uncertainty; identifies barriers to goal achievements; plans for contingencies to ensure delivery.
• Initiative: Takes prompt and independent action when appropriate; shares ideas; recommends solutions to problems; does whats necessary without being prompted or incented; seeks increasing levels of challenge and opportunity.
• Negotiation: Provides strong arguments for positions; achieves desired negotiating outcomes while meeting others needs; effectively deals with emerging issues; resolves challenging problems; wins concessions without harming relationships.
• Organization and Execution: Sets manages and completes work on multiple priorities and work activities; organizes work in ways that improve efficiency; completes assignments rapidly and thoroughly; effectively handles conflicting priorities and demands; eliminates roadblocks.
• Problem Solving & Analysis: Systematically gathers relevant information and input; considers a broad range of factors; grasps complexities and sees relationships among data events or problems; applies factbased logic; generates alternatives.
• Availability for oncall rotations and offhours as needed.
• Hands on experience with monitoring and performance monitoring tools like DataDog Dynatrace Splunk etc.
• Experience with ServiceNow ITSM modules Incident Management Problem Management Change Management Reporting and Analytics
• Azure foundation certification analytical skills a plus.