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Engineering Lead – ITSM Operations

2 months ago

Hyderabad, India Corteva Full time
DescriptionCorteva Agriscience has an exciting opportunity for an Engineering Lead - ITSM Operations. The?Engineering Lead - ITSM Operations is responsible for setting and realizing the vision for IT solutions within their portfolio of products, platforms, and services. This includes leading the transformation and evolution of all core ITSM processes in alignment with ITIL service management, 24X7 availability, business continuity, high-quality end user experience, information security, and cost effectiveness. You will lead a team of talented employees and managed service provider responsible for designing, implementing, and managing our core ITSM processes and enabling it through our ServiceNow platform. You will be the leader for ITSM operations, ensuring the reliability, security, and performance of our processes. This role requires a combination of ITSM/ITIL expertise, leadership skills, and the ability to collaborate with cross-functional teams. This role reports to the Global IT Operations and Service Management Leader. \r
The ideal candidate for this position has a proven track record of leading and deploying ITSM practices and processes into an operational state in a large global, or multi-regional organization. The candidate needs to be comfortable working in a fast-paced, collaborative, and highly matrixed environment. This includes working with ambiguity, creating operational maturity vs. having it already in place, and have successful experience managing operations and hiring and developing talent. \r
How does an Engineering Lead work? \r
\r
* Through Strategic Partnerships:?Build and maintain strong and credible relationships across Corteva IT and our strategic partners and vendors. \r
* Harmonizes Business Needs and IT Strategies:?Keeps a secure and differentiating employee or customer experience at the forefront of all they do. Oversees clear business capability definition and ensures alignment to technology products and services are in place to support. \r
* Enables a High-Quality IT Product Portfolio:?Drives value realization from products, services, interactions, assets, and capabilities as defined by business cases or similar tools. \r
* Monitors IT Products, Platforms, and Services: Regularly review metrics and health dashboards to assess availability and productivity of the products in their portfolio; proactively identifies services and service levels to manage business-partner expectations. \r
What are the Engineering Lead's Skills and Behaviors? \r
* Technology IQ: Grow in knowledge and understanding of leading and emerging technologies related to their associated technology product families. Participate in industry peer groups to understand industry trends. \r
* Business IQ: Build an understanding of their business partners and how they fit within Corteva overall; participate in industry peer groups to understand industry trends. Accountable to share insights through metrics, charts, status reports, to bring visibility into work being done. Communicates regularly, how their actions contribute to the success of the organization. \r
* Stays Curious:?Deep understanding of Corteva strategic/operational challenges and determines how to meet current and emerging business needs. Stay aware of new and emerging technologies, and their potential value to Corteva. \r
* Supports Common Ways of Working: Creates a culture that embraces industry best practices and innovation through collaboration with all internal and external stakeholders. \r
Responsibilities - How will you help us grow? \r
* ITSM Operations Management: Lead the design, deployment, and continuous improvement of ITSM Practices. Implement best practices for system security, performance optimization, and governance. \r
* Troubleshooting and Support: Act as leadership point for complex Major Incidents (MI) or any complex ITSM related issues. \r
* Provide on-call support as needed to ensure 24/7 system availability via MI Process. \r
* Security and Compliance: Implement and enforce security policies and procedures to safeguard data and systems. Ensure compliance with industry standards and regulations. \r
* Documentation: Maintain detailed documentation of policies, processes, and procedures. \r
* Performance Optimization: Identify opportunities for process performance improvements and implement enhancements. \r
* Seek, embrace, and maintain strategic partnerships with product vendors and suppliers. \r
* Maintain high levels of process performance across all groups and regional operations. \r
* Establish, maintain, and regularly test of our Major Incident Processes to ensure continuity with disaster recovery / business continuity / crisis mgmt. plans and processes for their portfolio. \r
* Establish strong connections between the respective teams within IT. They should have a deep understanding of the interdependent relationship between infrastructure, information security and the applications/services. \r
* Ensure processes are in compliance with external EPA, FDA & SOX regulations and any other relevant regional or local regulations (e.g. GDPR). Participate in audits as required. \r
* Develop and maintain close partnerships with associated functions within Corteva IT including: Software Development and Support, ERP, Enterprise Architecture, Portfolio and Program Management, and Cybersecurity. \r
* Provides leadership, coaching and direction to a team of highly skilled global workforce of employee and contingent workers. \r
* Incorporate operational excellence standards into daily operations to continually improve performance. \r
QualificationsWhat expertise have you grown - What do you bring to the table? \r
* Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). \r
* Proven experience in driving continuous improvement in core ITSM processes (Change/ Release, Incident, Problem, Knowledge, Configuration/CMDB, Service Request, Demand, Reporting). \r
* 5+ Years of experience in ITIL / ITSM (Implementation and Operations). \r
* Strong knowledge of Service Now and enabling key core ITSM processes. \r
* Familiarity with configuration management and CMDB and underpinning processes, products and services. \r
* Excellent problem-solving and troubleshooting skills. \r
* Ability to communicate technical information effectively to both technical and non-technical stakeholders. \r
* Excellent product management skills. \r
* Excellent analytical and critical thinking skills. \r
* Strong ability to engage with a global team and provide coaching and oversight. \r
* Strong organizational skills to manage multiple tasks within the constraints of timeline and budget. \r
* Ability to thrive in a fast-paced environment, learn rapidly and master diverse technologies and techniques. \r
Other Preferred Qualifications: \r
* ITIL, Agile, PMP certification(s). \r
* Experience in strategy, customer service, and internal consulting. \r
* Proven success in contributing to a collaborative environment. \r
* Proven ability to work creatively and analytically in a problem-solving environment. \r
* Strong operations experience with global footprint strongly preferred. \r