DevOps Team Lead

vor 1 Tag

Zurich, Schweiz ABB Vollzeit

**DevOps Team Lead**:
**Your responsibilities**:

- Provide escalation support for high severity incidents by coordinating technical resolvers, providing status updates to Service Managers for further coordination.
- Coordinate and make sure that the service and delivery Managers are updated and informed on all critical issues, plan Risk and Mitigation for Severity 0 and Severity 1 incidents to avoid business disruptions
- Responsible for creating and presenting Weekly and Monthly AMS Reports, engage with Business Admins for incident and impact clarification and participate in on call escalation support in a primary / secondary “follow the sun” model, partner with service owners to ensure effective incident post-mortem analysis and track identified defects to resolution
- Review system configuration changes as per needs/requirements and ensure defined methodologies are followed by responsible team members, create RCA (Root cause analysis) and define best practices for repetitive issues. Monitor the support team workload and distribute accordingly
- Maintain roaster plan and make sure round the clock support is not compromised, identify, initiate, schedule and conduct incident reviews and ensure the closure of all resolved and end-user confirmed Incident records
- Ensure KPI‘s that indicate the quality level is maintained and use them to constantly improve the service together with the whole team, responsible for continuous improvement and simplification of support processes. E-2-E user experience monitoring strategy, architecture, and framework & Visualization of user Experience data and responsible for all IT risks/Security Findings

**Your background**:

- Multiple years of experience in the IT Industry with focused experience in large PLM Projects (especially Windchill PLM) in Application Development and Management Services (AMS)
- Working experience on Major global PLM implementation programs.
- Familiar using Azure DevOps, Confluence, JIRA and preferably experience configuring and automating monitoring tools.
- Experience in working in a multi-vendor environment, interfacing with clients and has managed both internal and external stakeholders.
- Strong background in data analytics, experience with data visualization tools and fundamental understanding of statistical analysis, forecasting and modeling
- Excellent communication (written and Oral) and leadership skills paired with quick comprehension, teamwork, Adaptability, Analytical Thinking, Client Focus, Business Processes understanding

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