Experience Inc. Jobs

Digital Service Management

• Develop and implement IT operational policies, tools, procedures, and best practices.

• Manage day-to-day service delivery and communication, including incident management and problem resolution for local applications.

• Implement and enforce rigorous data backup and recovery strategies, ensuring backups are securely stored and not on the same infrastructure as primary data.

• Measure and report on service performance metrics, ensuring SLAs are consistently met.

• Implement proactive monitoring and alert systems for memory, CPU, network bandwidth, and disk space to preemptively address issues.

• Enforce strict access control policies and conduct regular audits to ensure compliance.

• Ensure timely deactivation of accounts for departing employees to maintain security.

• Automate routine operational tasks to improve efficiency and reduce manual workload.

• Ensure all configuration changes and deployments follow a formal change management process with appropriate documentation and approvals.

• Implement robust security measures, including password policies, SSH access through jump hosts, and IP whitelisting.

Technical Expertise

• Oversee the technology stack lifecycle, from solution selection to deployment and maintenance.

• Ensure timely remediation of vulnerabilities to maintain system security.

• Experience in data protection encryption and cache recovery.

• Conduct regular capacity planning to anticipate future needs and avoid system overload.

• Foster a DevOps culture to streamline development and operations, ensuring efficient delivery of new features and enhancements.

• Experience with data products and familiarity with integrated data management solutions like CDP and DMP.

• Familiarity with API management platforms and middleware.

• Experience in solution architecture to design and implement robust technical solutions.

• During solution reviews, able to host sessions and address technical questions.

QA & Release Management

• Perform inspections and walkthroughs to ensure deliverables meet defined quality standards.

• Define the scope of releases, including new features, enhancements, bug fixes, and maintenance activities.

• Act as a central point of contact for any release-related questions or issues, and communicate changes with end users via effective escalation channels.

• Maintain detailed documentation of the release process, including plans, schedules, risks, and issues.

• Manage backup, disaster recovery, and business continuity plans.

• Ensure all software and systems are kept up-to-date with the latest patches and versions to minimize security vulnerabilities.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.

• 7+ years of experience in IT operations, with at least 3 years in a leadership role.

• Solution architecture experience.

• Strong knowledge of IT service management frameworks (ITIL) and process improvement methodologies (Six Sigma, Lean, TQM).

• Experience with Agile methodologies.

• Experience with QA and release management practices.

• Familiarity with cloud technologies and services (e.g., AWS, Azure, Google Cloud).

• Experience with Kubernetes (K8S).

• Strong analytical and problem-solving skills.

Preferred Qualifications:

• Certifications such as ITIL or Six Sigma.

• Experience managing IT operations in a large-scale environment.

• Knowledge of cybersecurity best practices and standards.

• Programming experience is a plus.

• Scrum Master certification or experience is a plus.

Pay Range Not Available

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.