Job Posting Title Lead Service & Automation Manager (JIRA Service Management)
- Makati City, Metro Manila
- Permanent
- Full-time
- 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.
- 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.