Major Incident Management: Function as the first line of defense in responding to production issues, constantly monitoring system health, and troubleshooting with appropriate teams to expedite service restoration.
Problem Management: Implement preventive measures by seeking root causes and working cross-functionally across various groups to improve code, infrastructure, processes, and more.
Manage Production Incidents and Problems effectively.
Own Farmers’ production operational health, including real-time communication with stakeholders during service disruptions.
Bring strategic thinking to identify opportunities for efficiency gains through optimization, simplification, and automation.
Develop strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams.
Drive towards meeting and exceeding ITSM KPIs based on the organization’s strategic goals.
Collaborate with talented IT teams with varying levels of experience in a hybrid workplace.
Foster an inclusive work environment and promote our company culture.
Protect the stability and performance of production applications.
Continuously improve system uptime and reduce mean time to recovery (MTTR).
Keep the ITSM team ahead of the curve, preventing production outages before they occur by effective change and problem management.
Work with a cohesive and effective team of IT professionals committed to service delivery.
Work hours are primarily aligned to the standard schedule; however, flexibility to support extended hours may be required based on business needs.