ITSM – Incident & Problem Management

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  • *Position Overview**
We are seeking an experienced ITSM professional to support operational readiness and ongoing production support for Java-based microservices applications hosted on Google Cloud Platform

This role is dedicated to Incident and Problem Management and does not include project management responsibilities. The resource will support cloud-native applications replacing legacy mainframe systems and will participate in early production hypercare before transitioning into steady-state operations.

  • *Key Responsibilities
  • *Incident & Problem Management
  • Execute Incident and Problem Management aligned with ITSM / ITIL best practices
  • Act as primary responder for Severity 1 incidents during coverage hours
  • Coordinate incident response and escalation with IT and engineering teams
  • Ensure clear communication, documentation, tracking, and closure of incidents
  • *Operational Readiness & Process Execution
  • Refine and execute ITSM processes to support Google Cloud Platform-hosted cloud-native applications
  • Define and operationalize incident, escalation, and handoff procedures in a microservices environment
  • Participate in hypercare activities during early production phases
  • Develop and maintain runbooks, documentation, and escalation procedures
  • *Application & Environment Support
  • Support applications replacing legacy mainframe processes (including EBT and SVES systems)
  • Collaborate with DevOps and release management teams to ensure production stability
  • *Coverage Model
  • Coverage window: 7:00 AM – 7:00 PM per customer (first four months)
  • Support provided by three ITSM resources using staggered shifts
  • Backup coverage required when needed
  • Multi-time-zone support capability preferred
  • Focus on readiness, responsiveness, and process discipline
  • *Required Environment
  • Java-based microservices architecture
  • Google Cloud Platform (Google Cloud Platform)
  • Release Management & DevOps collaboration
  • Production support operations
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