Sr. Service Delivery Lead- hybrid in Pittsburgh, PA

Location: Hybrid

Job Type: Contract/Full- Time

Work Authorization: No Sponsorship

Hours: 3pm-11pm- Tuesday thru Saturday

The A.C.Coy Company has an immediate need for an Sr. Service Delivery Lead. Ideal candidates will serve as the main point of contact for all incident and service issues escalations.

Incident & Service Management

• Serves as the main point of contact for all incident and service issue escalations directed to the Service Management Organization
• Ensures that incident management processes are efficiently and effectively followed
• Determines the impact and priority of incidents based on affected customers and/or business units
• Communicates operational issues to respective IT management, support teams, and incident communication managers
• Provides outage notification and recovery effort updates to business units
• Engages various support teams and resources to major incident bridges
• Manages and coordinates troubleshooting and recovery efforts between support teams
• Ensures prompt resolution and coordination of incident management activities during recovery efforts
• Updates and validates outage information in availability management tools for reporting and tracking purposes
• Works with Problem Management and Change Management to resolve incidents
• Prepares operational status reports to IT Operations Management
• Be part of on-call rotation for Storm and Priority One Events
• Monitors Critical/Core systems delivering services to business units and customers 

Collaboration & Communication

• Ensures continuous collaboration with IT Operations Management and other areas or teams
• Provides guidance to Novice Analysts. Use SME knowledge in Incident Management policy and procedures
• Acts as secondary support to Change Manager for off hour scheduled activities
• Manages relationships with a diverse range of people, including business customers, and the IT leadership team
• Listens to differing opinions/knowledge and sets direction

Process Improvement & Reporting

• Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents
• Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives
• Works with teams to improve Observability

Education: College degree preferred

Experience:

• 3-5 years IT Service Delivery experience & Incident Management experience 
• Strong service delivery experience including but not limited to handling incidents, change control, problem management, and continual service improvement
• Strong operational experience using IT infrastructure operations frameworks such as ITIL or COBIT

Preferred Qualifications:

• Comprehensive understanding of networking and enterprise monitoring applications (Solarwinds, OP5)
• Ability to assist technical solutions and services across all environments and architectures including but not limited to cloud, on-prem, physical and virtual
• Experience updating internal processes and procedures and maintaining a knowledge-based document library
• Ability to work well in a team-oriented, collaborative environment
• Excellent written and verbal communication skills suitable for both business and IT audiences
• Experience with Batch Monitoring Applications like Control-M