Newtown Square, PA30+ days ago
Qualifications/Skills and Competencies Experience: Experience must include four (4) years involving each of the following: ITIL Service Management, with practical knowledge in Service Level Management, Incident Management, Problem Management, Continuous Service Improvement, Change Management, Risk Management, Service Reporting and Analytics; Enterprise IT Service Management experience in Service-now, JIRA, BMC Remedy, or BMC Helix; Enterprise Event Management, Application Performance Management (APM), observability and big data analysis tools including Dynatrace, Splunk, Pingdom, Zabbix, Elastic or Grafana; Theoretical knowledge of SaaS, PaaS, IaaS and private cloud concepts, along with practical experience in managing workloads hosted on hyperscaler platforms like Microsoft Azure, GCP or AWS; Technical troubleshooting and root cause analysis in cloud data center layers: network (IPS/IDS, DDoS, WAN, LAN, load balancer or firewall), virtualized workloads (Linux VM, Windows VM, Docker or Kubernetes), application environments that connect with a variety of database flavors (MSSQL, MySQL or PostgreSQL); Developing technical documentation and knowledge base articles, with the ability to produce concise and detailed summaries and root cause analysis documents; and. Expectations and Tasks: Perform technical root cause analysis and correlation of major incidents, risk analysis of upcoming change management activities and prevention of customer facing service disruptions that may occur across the SuccessFactors HCM Suite product portfolio.