Modern Service Management Staff Engineer

Intuit Inc   •  

Mountain View, CA

Industry: Technology

  •  

11 - 15 years

Posted 34 days ago

Overview

The ideal Modern Service Management Staff Engineer will have a solid understanding of how to operate and execute across multiple cross functional teams, in order to accelerate developer productivity and increase business value while providing a frictionless Service Management experience. You will be responsible for driving and maintaining various functions within the IT Service Management Organization, inclusive of event, incident, change and problem management. The successful candidate loves problem solving, obsesses over process and details, and has a track record of using data to influence business decisions. You must have years of experience with, and be able to understand, complex IT systems within a hybrid, microservices environment. You will thrive working in a fast-paced IT Operations environment responsible for sustaining availability and performance of multiple SaaS offerings 24x7x365. In this role, you will be working with a team of individuals from the US and India providing around the clock support to all of Intuit’s service offerings.

Responsibilities

  • Recognize inefficiency and drive process improvement to enhance the team’s productivity, reporting capabilities, and operational procedures
  • Utilize key metrics and leading indicators, process observations, focus groups, etc. to drill down into the Service Management experience. Identify, track and detail out challenging processes to develop short and long term strategies for continuous improvement
  • Establish operating mechanisms among organizations to prioritize needs, communicate effectively, establish partnering relationships, and find “win-win” solutions to drive effective execution. Propose best solutions for organizational needs and ensuring proper integration with our business unit priorities
  • Create and provide metrics to judge efficiency and effectiveness of Incident Management Process. Examples: Mean Time to Repair, Mean Time Between Failures, Repeat Incidents
  • Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents
  • Maintain and uphold Incident and Problem policies and procedures in accordance with ITIL processes
  • Oversee and drive the Change Control Process across the IT organization
  • Manage and support multiple concurrent changes and releases through all environments
  • Track and monitor all changes throughout the change lifecycle
  • Manage risks and resolve issues that affect release scope, schedule and quality
  • Perform proactive trend analysis and root cause analysis to identify potential areas of concern with a focus on prevention and elimination of recurrences
  • Provide guidance and recommendations to business and technical partners to help prevent future incidents and improve system stability and client satisfaction
  • Monitor outstanding problems and their status to ensure corrective measures are being taken to permanently fix the problems
  • Maintain and uphold Incident and Problem policies and procedures in accordance with ITIL processes
  • Design and improve modern processes with a focus on speed and automation over command and control
  • Provide a central point for coordination of incidents that arise in all environments. Establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion

Qualifications

  • Bachelor's Degree in business or technology or equivalent work experience
  • 10+ years experience developing processes and technology improvements to address business problems and strategies
  • 7+ years of experience working in a 24x7x365 IT operations environment. Preferably in a SaaS vertical
  • Demonstrated passion and aptitude for data, analytics, and problem solving
  • Excellent oral and written communication skills. Ability to quickly and accurately translate complex technical issues into easily consumed communications that can be understood by executive leadership
  • Expert understanding of 2 or more ITIL based Service Support process (Change management, problem management event management and incident management)
  • Professional presence and demeanor; responds promptly to customer needs; demonstrates a relentless commitment to providing an exceptional customer experience
  • High energy level; ability to work effectively and efficiently in a dynamic work environment
  • Data driven. Uses methodologies, metrics, and analysis to assess and improve experiences
  • Drive results through innovation. Test hypotheses through experimentation & continuous improvement
  • Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks

2019-9694