lead service & Automation manager (jira service management)dentsu

Job Description:
Supporting the client and providing recommendations to revamp their Jira Service Management (Atlassian JSM) UX/UI and Ticket Triage process for optimized 24/7 issue resolution and distribution to L2/L3 teams, especially for Priority 1 & Priority 2 issues.
Review and improve the Knowledge Base and Runbooks to enable such 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. Consider monitoring & alerting solutions to detect the source of the issue at inception. Looking at it from an Observability standpoint may be a more appropriate starting step for a complex ecosystem with distributed applications (e.g. data pipeline monitoring etc.).
Ultimate purpose of these initiatives: have ONE centralized Support channel for ALL IATA applications, while scaling intelligently instead of adding people exponentially.
Requirements:
Significant experience in providing, leading and/or innovating Application Support Services.
Solid understating 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 (and to obtain adoption from) diverse client stakeholders in a complex environment.
Experience with Monitoring tools & solutions: Datadog.
If the requirements are too diverse for one person, the combination of 2 complementary profiles can be considered.
Location: DGS Philippines - Makati City - RCBC PlazaBrand: MerkleTime Type: Full timeContract Type: Permanent
dentsu

Makati City, Metro Manila
Permanent
Full-time