
Application Support Services Leader
4 days ago
We are seeking a skilled professional to lead our job posting title service. This role involves providing recommendations to revamp Jira Service Management, optimizing 24/7 issue resolution and distribution to L2/L3 teams.
Key Responsibilities:
- Review and improve the Knowledge Base and Runbooks for optimized process optimization.
- Conduct process analysis to provide concrete AI and/or RPA automation recommendations to further improve and scale the service.
- Identify Observability/Monitoring (e.g. DataDog) improvement opportunities in the same context/process improvement.
Requirements:
- Significant experience in providing, leading and/or innovating Application Support Services.
- Solid understanding of application support ticket management (e.g. ITIL certification a plus).
- Atlassian JSM expertise, understanding of JSM OOTB capabilities and new features.
- Experience with Task/Process Automation
- Excellent leadership, analytical and communication skills (in English), to understand business processes and preferences, in collaboration with diverse client stakeholders in a complex environment.
- Experience with Monitoring tools & solutions: Datadog
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