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Technical Service Management Lead

The Technology Service Management (TSM) Lead will be responsible for the day to day execution and maturity of OpenX’s Release, Change, Incident, Problem Management processes and tools. The person will be closely interfacing with the Engineering, Customer Support and TechOps teams to facilitate the release of software, govern the changes to our production environment, serve as Incident Commander and drive problems to closure

Essential Job Functions:

  • Provide direction to ensure follow-through on incidents and problems and shifting of priorities and escalation of issues to management.

  • Establish and adhere to strong ITSM practices and insure they are utilized consistently throughout the enterprise.

  • Govern the release process.

  • Align Problem Management resources on driving the root cause of the most impactful problems out of our environment

  • Increase the speed and agility of change in our environment while ensuring incidents caused by change are minimized by continuously evaluating potential risk and historical success

  • Evolve our process capabilities and adoption through data driven decisions

  • Ensure resources are focused on top priorities across all initiatives

  • Effectively communicate and represent team successes and opportunities to Senior Leadership

  • Operate within a fast pace and dynamic environment consistent within a growing global company.

  • Responsible for mentorship, evaluations, conflict resolution and recognition of the staff to maintain highly motivated and engaged employees.

  • Provide a direct communications interface for Tech and other technical supporting areas regarding all Service Management related issues and concerns. This responsibility includes attending various meetings on behalf of this organization.

  • Successfully communicate to all levels of management, and other groups within OpenX to assess and determine ongoing needs and requirements regarding process improvements, technology review, issues, and deployment.

  • Manage the ongoing relationship with India Service provider

  • Ensure that all teams adhere to all ITSM processes including problem determination procedures, troubleshooting processes, ticket creation, timely and detailed ticket updates, escalation and notification processes and closure within the specific resolution.

  • Create metrics that identify trends and needed improvements

  • Maintain service catalog

 Education:

Bachelor of Science in Computer Information Systems or related field, suitable work experience will be considered.

Experience:

  • Minimum of 7-10 years of experience in technology and customer support

  • ITIL Knowledge and Certification a plus

  • Minimum 3-5 years in a service management role

  • Driving changes with inconsistent service management practices

  • Jira, Jira Service desk, and PagerDuty.

  • Global follow the sun support teams

Company at a Glance

OpenX is focused on unleashing the full economic potential of digital media companies. We do this by making digital advertising markets and technologies that are designed to deliver optimal value to publishers and advertisers on every ad served across all screens.

At OpenX, we have built a team that is uniquely experienced in designing and operating high-scale ad marketplaces, and we are constantly on the lookout for thoughtful, creative executors who are as fascinated as we are about finding new ways to apply a blend of market design, technical innovation, operational excellence, and empathetic partner service to the frontiers of digital advertising.

OpenX Values

Our five company values form a solid bedrock serving to define us as a group and guide the company. Our values remind us that how we do things often matters as much as what we do.

We are one

One team. No exceptions. We are a group of strong and diverse individuals unified by a clear common purpose.

Our customers define us

We know our business flourishes or dies because of our customers.

OpenX is mine

We are all owners of OpenX. We stake our personal and professional reputations on the excellence of our work.

We are an open book

We are eager to teach and share what we know with others.

We evolve fast

We take risks and confront failure openly. We recognize and repeat success aggressively. We actively seek out and provide constructive criticism. Defensiveness is for weaklings!

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