Manager – Service Technology, Technology Operations

This is a fully remote position, open to applicants in India.

📋 Description

• Identify and document issues that arise from recurring, high-impact, or trend-based incidents within designated technology areas.

• Take ownership of assigned problem records from inception to resolution, ensuring precise categorization, prioritization, evidence collection, status updates, and communication with stakeholders.

• Organize and lead root cause analysis sessions involving technical, operations, business, and vendor teams.

• Evaluate and scrutinize root cause analysis submissions to guarantee that root causes are evidence-based and distinct from symptoms or contributing factors.

• Define, assign, and monitor corrective and preventive actions, escalating overdue items, dependencies, and execution risks as necessary.

• Manage known errors, workarounds, and KEDB articles to facilitate quicker service restoration and avoid repeat incidents.

• Oversee the implementation of permanent solutions through Change and Release Management and confirm the effectiveness of changes post-implementation.

• Conduct proactive trend analysis to detect emerging risks, inadequate controls, and potential candidates for Service Improvement Plans.

• Generate reports on problem aging, RCA compliance, action closure, recurrence, and achieved service improvements.

• Maintain comprehensive, traceable, and audit-ready records for Problem Management.

⛳️ Requirements

• Proven experience in problem management within IT or a related field.

• Strong analytical skills with the ability to identify trends and patterns.

• Excellent communication and collaboration abilities to work with diverse teams.

• Familiarity with root cause analysis techniques and methodologies.

• Proficient in using problem management tools and software.

• Strong organizational skills and attention to detail.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Comprehensive health and wellness benefits.

• Flexible work schedules and remote work options.

• Collaborative and inclusive work environment.