Service Management Lead

6 months ago

Mississauga, Canada CentriLogic Full time

Do you demand the best from your professional career? Are you inspired by excellence? At Centrilogic, you will have the power to make a real impact. Come and join us in our mission to help companies become better digital versions of themselves.

PURPOSE AND OBJECTIVES

Headquartered in Canada and with regional headquarters in the U.S. and the United Kingdom, Centrilogic delivers smart, streamlined solutions to clients worldwide.

The Service Assurance organization is committed to the success of our customers through outstanding technical support. We are not merely a Call Centre We actively investigate customer issues by mastering diverse technologies and by working intensively with the products we offer. We measure our success by customer satisfaction.

EXPECTATIONS AND TASKS

The Service Management Lead is responsible for overseeing and optimizing the Incident and Problem Management processes for Centrilogic. This role will focus on identifying, analyzing, and addressing recurring technical issues to prevent future incidents, ensuring efficient incident resolution, and enhancing the overall quality of our technical support services. Additionally, the Service Management Lead will collaborate with and provide guidance to other teams within Operations to ensure they are fulfilling their responsibilities related to problem resolution and service improvement.

Among other responsibilities, you should expect to do the following:
**Problem Management**
- Lead Problem Management function at Centrilogic
- Proactively identify and analyze recurring technical issues and incidents
- Lead root cause analysis investigations to determine the underlying causes of recurring problems.
- Maintain comprehensive records of problem management activities, including RCA reports, action plans, and progress tracking.
- Develop and implement strategies to prevent the recurrence of identified problems. Work with teams to implement preventative measures and improvements.

**Incident Management**
- Lead Major and Regular Incident Management function at Centrilogic.
- Work with delivery teams to improve Incident Management process across the organization, including, but not limited to, orchestration of Incident Response Plans for critical and urgent incidents in the queue.
- Act as a point of contact for escalations related to complex technical issues, ensuring internal stakeholders and customers are kept up to date with incident resolution progress.
- Coordinate with Account Teams, Service Assurance and Practice (Delivery / Engineering) teams to ensure timely resolution.
- Participate in post-incident reviews and contribute to the improvement of incident management processes. Ensure appropriate and warm hand-off to L2, L3+ teams.

**ITIL compliance**
- Ensure adherence to ITIL v4 (Information Technology Infrastructure Library) best practices in problem and incident management.
- Maintain and improve incident management processes in line with ITIL guidelines. Collaborate with teams to implement improvements in service quality and customer satisfaction.

**Strategic Planning**
- Optimize Incident Management Processes:

- Develop and implement strategies to reduce incident frequency and severity, focusing on root cause analysis and proactive prevention.
- Enhance the orchestration of Incident Response Plans, ensuring rapid and efficient resolution of Severity 1 incidents.
- Drive Continuous Improvement and Preventative Measures:

- Implement continuous improvement initiatives aimed at identifying and mitigating recurring issues.
- Develop preventative measures and improvements to minimize service disruptions and enhance overall service quality.
- Enhance Post-Incident Review and Reporting:

- Streamline Post Incident Reports (PIRs) and Root Cause Analyses (RCAs) to ensure thorough documentation and effective learning from incidents.
- Utilize data and insights from PIRs and RCAs to drive strategic improvements in service management.
- Foster Collaboration and Self-Service Opportunities
- Identify and implement self-service opportunities to empower users and reduce incident volume.
- Be part of a small, tight-knit team of professionals
- Directly communicate with customers and internal stakeholders on all service management related activities (major incidents, problem management and incident management).
- Working collaboratively on customer-oriented projects.
- Learn new skills and technologies that will open paths to many new possible careers. The learning never ends - you are expected to continuously learn and up-skill during your time here.
- Get the small startup feel with enterprise backing. Innovate and prototype new processes that will help Centrilogic run simple.

EDUCATION

University degree or College diploma program in Computer Science, Business and Technology, Information Systems or related areas.

SKILLS AND COMPETENCIES

**Required**:

- ITIL Certification or equivalent experience.
- Proven experience in problem / incident

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