We are seeking a seasoned Senior Manager to take ownership of Service and Problem Management for the eFile application This role requires a strong technical foundation in NET and SQL technologies with an understanding of mainframe systems The ideal candidate will lead incident resolution root cause analysis and service improvement initiatives while ensuring application stability and performance
Key Responsibilities
Service Management
Oversee daytoday operations of the eFile application ensuring high availability and performance
Manage SLAs service metrics and reporting for application health and support
Coordinate with development infrastructure and support teams to ensure timely resolution of service issues
Drive continuous service improvement initiatives and automation opportunities
Problem Management
Lead root cause analysis RCA for recurring issues and major incidents
Maintain a problem register and ensure timely closure of problem tickets
Collaborate with technical teams to implement permanent fixes and preventive measures
Conduct postincident reviews and ensure lessons learned are documented and shared
Technical Oversight
Provide guidance on NET Core NET Framework SQLbased solutions and mainframe integration
Review and approve technical changes impacting service delivery
Ensure compliance with ITIL processes and organizational standards
Leadership Stakeholder Management
Act as a point of contact for senior stakeholders regarding service and problem matters
Mentor and guide junior service managers and technical leads
Communicate effectively with business units vendors and crossfunctional teams
Required Skills
Strong understanding of NET Core NET Framework and SQL Server
Exposure to mainframe systems COBOL JCL DB2 and their integration with modern platforms
Proven experience in Service Management and Problem Management within ITIL frameworks
Excellent analytical troubleshooting and decisionmaking skills
Strong communication and stakeholder management abilities
Preferred Qualifications
Bachelors or Masters degree in Computer Science Engineering or related field
ITIL Foundation or Intermediate certification
Experience in managing applications in regulated environments eg finance legal government
Familiarity with monitoring tools incident management platforms eg ServiceNow and DevOps practices"
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