ITSM – Incident

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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