ITSM Delivery Engineer

Marlabs is seeking an ITSM Delivery Engineer who will play a significant role in supporting team technology goals and objectives. The role involves improving and optimizing various IT processes and systems, managing Infrastructure Operations, and providing support for Major Incident Management and Problem Management. The ideal candidate should possess strong technical capabilities, particularly in AI and Automation, and have excellent communication skills to interface with various stakeholders.

Responsibilities:

• Communicate and align regularly with Senior Business and IT leaders
• Strong AI Experience as a thought leader as it relates to ITSM/ITIL domain
• Process orchestration – ability to identify the need for new or improved processes, and the proceed to scope and implement them
• Lead Major Incident bridge calls, ensuring appropriate participation from resolution teams, sending stakeholder communications, and interacting with internal customers regularly
• On a rotational basis, serve as Escalation Manager
• Provide SME-level expertise for Major Incidents and Problem Management.This requires a broad infrastructure background, ability to identify systemic and/or potentially widespread issues and communicate technical terminology in laymen’s terms
• Analysis of Infrastructure-related Major Incidents to identify proactive improvement measures
• Process orchestration – ability to identify the need for new or improved processes, and the proceed to scope and implement them
• Utilize operational expertise to assist with driving resolution efforts regarding mission critical incidents
• Problem Management/Root Cause Analysis. Trend analysis on Problem Records/RCAs and in-depth understanding of RCA/Solution Tasks
• Assist with identifying and implementing plans to reduce recurring Major Incidents, MTTR and MTTI
• Understanding of infrastructure and application architecture and able to communicate effectively with technical/infrastructure team members
• Understanding of DevSecOps and DevOps tools as it relates to Change Management
• Understanding of the relationship between Change Mgmt and Major Incidents
• Ability to work on a 24x7x365 On-Call rotation – Primary shift will be US Daytime business hours until approx. 3pm CT
• Improve metrics and reporting related to Major Outages
• Adherence to ITIL and ITSM Best Practices
• Ability to work independently and manage multiple responsibilities simultaneously
• Willingness and ability to speak up and take control of a situation. Must possess confidence and strong technical communication skills

Requirements:

• Bachelor's Degree or equivalent relevant experience
• Above average written and verbal communication skills
• In-depth conceptual and practical knowledge related to IT Infrastructure & Operations
• Demonstrated analytical and problem-solving skills with strong attention to detail
• Continuous Improvement mindset
• 10 years of supporting IT operations in a large-scale environment
• 5+ years of Cloud, Infrastructure and Network experience
• Able to work independently to identify improvement opportunities and drive them to completion
• Executive presence and ability to communicate with all leadership levels
• High performer, results oriented, driven individual
• Critical thinking skills and ability to take tasks and solutions from conception to delivery/implementation
• Strong communication, problem solving, and analytical skills
• Understanding of ITIL & ITSM Framework (Major Incident, Problem and Change Management, Availability Management, Service Level Management)
• Able to manage project requirements and timelines independently
• Able to demonstrate a strong understanding of AI and Automation, especially as it pertains to ITSM and automation of manual efforts
• Experience with ServiceNow, PowerBI and PagerDuty or xMatters
• Strong AI Experience as a thought leader as it relates to ITSM/ITIL domain
• Understanding of DevSecOps and DevOps tools as it relates to Change Management
• Understanding of the relationship between Change Mgmt and Major Incidents
• Ability to work on a 24x7x365 On-Call rotation – Primary shift will be US Daytime business hours until approx. 3pm CT
• Improve metrics and reporting related to Major Outages
• Adherence to ITIL and ITSM Best Practices
• Willingness and ability to speak up and take control of a situation. Must possess confidence and strong technical communication skills
• Developer experience in Python, Powershell, or similar is useful