Operational Stability and Excellence

Description -

Job Summary
Manages a global team of IT support engineers responsible for operational stability, governance and excellence. Researches, designs, develops operates and maintains support services for existing and new business applications and/or information systems solutions through integration of technical and business requirements per standard HP IT process methodology (such as ITIL and ITSM. Typical customers are HP end users and various functional areas such as Supply Chain, Research and Development, Marketing, Finance, a business, or the company.

Key Responsibilities

Leadership and Management: Lead, mentor, and develop a team of IT service professionals across the India, US, Guadalajara, and other global hubs . Establish and maintain a culture of high performance, continuous improvement, and customer-centric service delivery. Provide strategic direction and leadership to ensure alignment with global IT objectives and regional business needs.  Exhibits extensive technical leadership, influencing significant technical decisions and driving transformative changes beyond the immediate team.  Identifies potential escalations and proactively notifies management, leading matters through L3, and actively participating in L2 resolution

Service Operations Management:  Provide direction & assistance to direct reports in order to meet &/or exceed Operations stability SLAs, customer satisfaction.  Manage incident, problem, change, and release management processes, ensuring compliance with ITIL standards. Monitor and analyze service performance metrics to identify areas for improvement and implement corrective actions. Drive technical discussions for root cause analysis, permanent fixes & preventive / proactive problem solving

Audit, Monitoring, Compliance, and Reporting: Support the establishment of key performance indicators (KPIs) and metrics to monitor the effectiveness of process improvements, and assist in preparing reports and presentations to communicate findings and progress. Support audits & inspections as SME for IT compliance, SOX IT audits, and maintain IT controls for audit readiness on a daily basis

Service Delivery and Support:  Monitor and manage the performance of IT services to ensure they meet agreed-upon service levels.  Coordinate with other IT and business teams to ensure timely resolution of incidents and problems. Drive root cause analysis and implement corrective actions to prevent recurring issues. Leads operational architecture reviews to ensure solutions adhere to standards and utilize approved technologies. Identifies opportunities for technical design enhancements and system improvements, contributing to optimization and tech debt reduction.  Contributes innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the business.

Stakeholder Engagement:  Act as the primary point of contact for IT and business leaders and stakeholders for IT service delivery and operational excellence. Build and maintain strong relationships with key stakeholders to understand their needs and ensure IT services meet business requirements. Communicate effectively with global IT teams to ensure alignment and integration of domain level, regional, and global initiatives.

Continuous Improvement:  Identify opportunities for process improvements and implement changes to enhance service efficiency and effectiveness.  Lead initiatives to improve customer satisfaction and service quality.  Conduct regular reviews of ITSM processes and metrics to identify trends and areas for improvement.

Training and Support: Provide training and support to staff members on new or revised processes, ensuring understanding and compliance with established procedures. Collaborate with department leadership with oversight of training, development, coaching, performance management, recruitment & employee relations.

Education and Experience Required

• Four-year or Graduate Degree in Information Systems, Computer Science, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in project management, production support of information technology (IT) services, or a related field.
• Strong ITSM, ITIL Change, Incident, and Problem Management experience is a must
• Understanding of IT infrastructure (Network, Voice, PC, Servers etc.) and experience in managing IT operations in a live environment with cybersecurity and business continuity.

Preferred Certifications

• Certified in CISA, ITIL Foundation, CCNA, PMP.

Knowledge & Skills

• Active Directory
• Agile Methodology
• Amazon Web Services
• Ansible
• Automation
• Monitoring and Observability
• Computer Science
• DevOps
• IT Infrastructure
• Kubernetes
• Linux
• Microsoft Azure
• Operating Systems
• Python (Programming Language)
• Scripting
• SQL (Programming Language)
• System Administration
• Systems Engineering
• Virtualization
• Windows PowerShell
• Windows Servers

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts large functions and leads large, cross-division functional teams or projects.

Complexity

• Impacts large functions and leads large, cross-division functional teams or projects.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Schedule -

Shift -

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement