- Function as the first line of defense in responding to production issues.
- Monitor system health and troubleshoot with appropriate teams to expedite service restoration.
- Manage incident and problem investigations.
- Implement preventive measures by identifying root causes.
- Improve code, infrastructure, processes, and related areas through cross-functional collaboration.
- Manage production incidents and problems effectively.
- Own production operational health and provide real-time communication to stakeholders during service disruptions.
- Identify opportunities for efficiency gains through optimization, simplification, and automation.
- Partner with IT stakeholders across infrastructure, application development, architecture, data, and security teams.
- Drive achievement of ITSM KPIs aligned with organizational strategic goals.
- Protect the stability and performance of production applications.
- Improve system uptime and reduce mean time to recovery (MTTR).
- Prevent production outages through effective change and problem management.
- Collaborate with IT teams in a hybrid workplace.
- Foster an inclusive work environment and promote company culture.
Requirements
- Experience as an IT technical professional.
- Ability to understand large-scale IT ecosystems and associate business processes with the IT systems supporting them.
- General knowledge in engineering, software development, cloud computing, DevOps, SRE, and Observability, with expertise in at least one area.
- Ability to troubleshoot, analyze, and resolve IT application problems of varying magnitudes.
- Experience with multiple application performance, log analysis, network performance, and digital experience monitoring tools, such as Dynatrace, ThousandEyes, ExtraHop, SevOne, and FullStory.
- Experience identifying and driving process improvements resulting in efficiency gains and/or improved customer experience.
- Flexibility to support extended hours based on business needs.
Core Competencies
Demonstrates expertise in managing production operational health, incident response, and problem management while driving process improvements and optimizing IT systems. Proficient in collaborating with cross-functional IT teams to enhance system performance and stability.
Highest-signal resume keywords
- Incident Management
- Problem Management
- Application Performance Monitoring
- Cloud Computing
- DevOps
Hard Skills
- Troubleshooting
- Root Cause Analysis
- Process Improvement
- Change Management
- System Optimization
Soft Skills
- Collaboration
- Communication
- Flexibility
- Inclusivity
Industry Keywords
- ITSM KPIs
- Production Applications
- Service Restoration
- Mean Time To Recovery
- Digital Experience Monitoring
Tools & Technologies
- Dynatrace
- ThousandEyes
- ExtraHop
- SevOne
- FullStory
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IT Major Incident Specialist Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
