ITSM Operations Engineering Lead

Há 1 mês

Barueri, São Paulo, Brasil Corteva Agriscience Tempo inteiro
About the Role

Corteva Agriscience is seeking an experienced Engineering Lead to join our IT Service Management (ITSM) Operations team. As an Engineering Lead, you will be responsible for setting and realizing the vision for IT solutions within our portfolio of products, platforms, and services.

Key Responsibilities
  • Lead the design, deployment, and continuous improvement of ITSM practices, including Change/Release, Incident, Problem, Knowledge, Configuration/CMDB, Service Request, Demand, and Reporting.
  • Implement best practices for system security, performance optimization, and governance.
  • Act as leadership point for complex Major Incidents (MI) or any complex ITSM-related issues.
  • Provide on-call support as needed to ensure 24/7 system availability via MI Process.
  • Implement and enforce security policies and procedures to safeguard data and systems, ensuring compliance with industry standards and regulations.
  • Maintain detailed documentation of policies, processes, and procedures.
  • Identify opportunities for process performance improvements and implement enhancements.
  • Establish and maintain strategic partnerships with product vendors and suppliers.
  • Maintain high levels of process performance across all groups and regional operations.
  • Establish, maintain, and regularly test Major Incident Processes to ensure continuity with disaster recovery/business continuity/crisis management plans and processes for their portfolio.
  • Ensure processes are in compliance with external EPA, FDA, and SOX regulations and any other relevant regional or local regulations (e.g., GDPR).
  • Develop and maintain close partnerships with associated functions within Corteva IT, including Software Development and Support, ERP, Enterprise Architecture, Portfolio and Program Management, and Cybersecurity.
  • Provide leadership, coaching, and direction to a team of highly skilled global workforce of employee and contingent workers.
  • Incorporate operational excellence standards into daily operations to continually improve performance.
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • Proven experience in driving continuous improvement in core ITSM processes (Change/Release, Incident, Problem, Knowledge, Configuration/CMDB, Service Request, Demand, Reporting).
  • 5+ years of experience in ITIL/ITSM (Implementation and Operations).
  • Strong knowledge of ServiceNow and enabling key core ITSM processes.
  • Familiarity with configuration management and CMDB and underpinning processes, products, and services.
  • Excellent problem-solving and troubleshooting skills.
  • Ability to communicate technical information effectively to both technical and non-technical stakeholders.
  • Excellent product management skills.
  • Excellent analytical and critical thinking skills.
  • Strong ability to engage with a global team and provide coaching and oversight.
  • Strong organizational skills to manage multiple tasks within the constraints of timeline and budget.
  • Ability to thrive in a fast-paced environment, learn rapidly, and master diverse technologies and techniques.
Preferred Qualifications
  • ITIL, Agile, PMP certification(s).
  • Experience in strategy, customer service, and internal consulting.
  • Proven success in contributing to a collaborative environment.
  • Proven ability to work creatively and analytically in a problem-solving environment.
  • Strong operations experience with a global footprint strongly preferred.

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