The Lead,IT Business Performance/Process Improvement monitors and measures relevant performance metrics to assess the performance of IT resources and optimizes performance through process improvement activities. The Lead,IT Business Performance/Process Improvement works on problems of diverse scope and complexity ranging from moderate to substantial.
The EM Tools Rationalist and Standards Developer measures and targets to assess and optimize the performance of IT functions,services,projects and any related improvement initiative. Identifies and analyzes performance measures and metrics,develops and maintains balanced scorecards and dashboards,and evaluates and monitors performance in IT-related areas. The role needs to help the AD and the engineering platform owners deliver a rationalized enterprise monitoring service architecture. The scope includes network performance management,application performance management (APM),(operating) system performance management (physical and virtual/cloud) and business transactions performance.
The Lead,IT Business Performance/Process Improvement devises measures and targets to assess and optimize the performance of IT functions,services,projects and any related improvement initiative. Identifies and analyzes performance measures and metrics,develops and maintains balanced scorecards and dashboards,and evaluates and monitors performance in IT-related areas. May include network performance management,application performance management (APM),(operating) system performance management (physical and virtual/cloud) and business transactions performance. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks,and works under minimal supervision,Uses independent judgment requiring analysis of variable factors and determining the best course of action.
+ Drive gold standards for Enterprise Monitoring and help establish a governance and op model for Enterprise Monitoring collaborating with other monitoring functions in Apps,Infra and Security.
+ Identify and/or help remediate functional/process gaps and work with internal teams to define and drive process enhancements
+ Collaborate with key partners,including: Site Reliability Engineering,IT Infrastructure,Enterprise Information Protection,Enterprise Architecture,and Business Technology Identify and/or help remediate functional/process gaps and work with internal teams to define and drive process enhancements
+ Work with Always On Team to maintain IT Controls for the Event Management space
+ Validate current requirements and enhance to meet governance standards
+ Collaborate with the AO team if there are additional requirements over time and discovery of gaps with apps and services,that need to be added to the framework and required of teams that Always On can help drive
+ Implement ITIL standards and principles along with Industry best practices in Enterprise Monitoring Metrics
+ Define remediation processes that can help/support teams to remediate the gap if applicable
+ Work with AO team to understand data coming into Event Management that we should apply to App/Service resiliency scores or confirm if a gap that was remediated was indeed remediated.
+ Support Apps and Services teams that have gaps within Event Management domain that need to be remediated
+ Be the expert that helps teams if needed to remediate gaps on an individual level. Most of the requirements are straight forward but if not,AO team can provide the process (if universal) to the app/service teams or need to send them to your team
+ Collaborate with AO team to identify any opportunities to automate for Event Management requirements (Is there any data that we can pull in that will allow the AO team to understand if a team already meets a requirement - Example of this would be 'Are your IT Controls in green for the last 3 months?'. Is there a way we can feed our dashboard with that information )
+ Bachelor's degree in Computer Science or Information Technology or related degree
+ 8+ years of technical experience
+ Experience in problem analysis and manage through ambiguity
+ Strong process management skills,including the ability to monitor/track work items supporting business partners and stakeholders
+ Strong verbal and written communication skills,across regions and management levels,adjusting communication style to ensure comprehension,and communicating complex ideas in easy-to-understand ways
+ Strong understanding of Cloud technologies,SaaS/IaaS/PaaS,frameworks,platforms,architecture principles and ITIL standards (e.g. IT process models,reference architectures,IT roadmaps)
+ Understanding of concepts associated with the quality of cloud services (e.g. HA,DR,scaling,performance)
+ Ability to apply agile and lean principles in process design and/or enhancement
+ Master's Degree in Business Administration or a related field
+ Prior experience in the health solutions industry
+ Knowledge of software development lifecycle
+ PMP certification
Will report to the Director,Problem,Incident and Event Management,IT Ops - IT Service Operations
**Scheduled Weekly Hours**