such as ServiceNow (or similar) to support core operational process such as Incident Management, Problem Management, Asset Management... Leader is responsible for leading the day-to-day operational delivery of IT End-User Services, and direct line management...
and available tools. Replicate and test issues in controlled environments to identify solutions. Lead the coordination and resolution... in ITIL methodologies. Track and report on key performance indicators (KPIs) such as response time, resolution time...
, and effective management of expectations across all Workday-related initiatives. Continuous Improvement: Identify and implement... process improvements, system enhancements, and best practices to optimize the employee experience and operational efficiency...
Management: Resolve single and cross technology incidents independently. Lead the team members to resolve complex or cross... technology incidents. Escalation Management: Identify, manage, and lead technical escalations. Participate in formal Escalation...
). Experience with CI/CD, DevOps practices and monitoring tools for data environments. Proven track record of process automation...). Experience with monitoring tools (e.g., Splunk, Dynatrace, Prometheus, Grafana) and ITSM platforms (e.g., ServiceNow, JIRA...
Management: Resolve single and cross technology incidents independently. Lead the team members to resolve complex or cross... technology incidents. Escalation Management: Identify, manage, and lead technical escalations. Participate in formal Escalation...
, GitHub, and automation. Familiarity with ITIL processes, incident/problem/change management, and ticketing tools (ServiceNow... Principal Service Engineer to lead the operations, administration, and optimization of Citrix platform infrastructure...