ITSM Lead Job Openings

Website Afiniti

About the job

Who are we?

Afiniti is the world’s leading applied artificial intelligence and advanced analytics provider. Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability. Afiniti operates throughout the world and has measurably driven billions of dollars in incremental value for our clients.

Job Role: ITSM Lead

Reporting to: Vice President – Production Support


In IT Service Management; we implement industry standards and best practices within our Production Support and Global Service Delivery (GSD) for continuous improvement of our business and delivery.

Key Responsibilities

  • Partner with Product Ops teams to deliver an operations strategic plan and roadmap
  • Provide tactical and strategic recommendations to continuously improve delivery on PS KPIs & Objectives.
  • Establish and run Steering Group Reviews with the stakeholders, Regional & Ops leads and other executives to improve GSD output.
  • Participate and lead development of reporting dashboards, automation initiatives and process improvements.
  • Develop and maintain our monitoring solutions to provide 99% uptime and user-friendly interfaces to our support teams.
  • Monitor and prioritize the open issues to expedite closure and root cause analysis to reduce recurrence and improve up-time
  • Develop meaningful analysis from data to help support business decisions

Qualifications Required

  • Strong Data Analytics and Problem-Solving Skills.
  • A Bachelors/ Masters in Engineering background.
  • Experience with data gathering, complex data analysis and developing standardized reporting to support large scale organizational decisions.
  • Knowledge and experience with Distributed Processing Platforms (Windows, Unix, Database and Middleware), Databases (MySQL, Green Plum) and Python/R.
  • Understanding of ITIL framework.
  • 4-5 years of relevant experience is required.

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