Job ID: 3186636
Job Overview
We are seeking a highly motivated and experienced professional to fill the role of Incident & Request Manager or DevOps Engineer. This position offers a unique opportunity to contribute to critical IT operations and infrastructure management. The ideal candidate will possess a strong understanding of IT service management principles, incident response, request fulfillment, and modern DevOps practices. This role is crucial for maintaining the stability, performance, and security of our IT systems.
Key Responsibilities
- Incident Management: Lead and manage the incident management process, ensuring timely resolution of IT incidents to minimize business impact. This includes incident identification, logging, categorization, prioritization, diagnosis, escalation, resolution, and closure.
- Request Fulfillment: Oversee the request fulfillment process, ensuring that standard IT service requests are handled efficiently and effectively according to defined service level agreements (SLAs).
- DevOps Engineering: Implement and maintain CI/CD pipelines, automate infrastructure provisioning, and manage cloud resources. Collaborate with development and operations teams to improve software delivery processes.
- Problem Management: Contribute to problem management activities by identifying root causes of recurring incidents and recommending permanent solutions.
- Change Management: Support change management processes, ensuring that changes to the IT environment are implemented in a controlled and coordinated manner.
- Monitoring and Alerting: Implement and manage monitoring tools to proactively identify potential issues and ensure system availability.
- Collaboration: Work closely with cross-functional teams, including development, QA, and business stakeholders, to ensure alignment and successful project delivery.
- Documentation: Maintain comprehensive documentation for incident management procedures, request fulfillment workflows, and DevOps processes.
- Continuous Improvement: Identify opportunities for process improvement and automation within IT operations and service delivery.
Qualifications
- Proven experience in Incident Management and Request Fulfillment, preferably with ITIL framework knowledge.
- Solid experience in DevOps practices, including CI/CD, infrastructure as code, and cloud technologies (e.g., AWS, Azure, GCP).
- Experience with scripting languages (e.g., Python, Bash) and automation tools.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to work effectively in a team environment.
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
About the Role
This role is based in Chicago, IL, and requires a candidate who can adapt to a dynamic IT environment. Whether you excel in managing critical incidents or driving efficiency through DevOps practices, this position offers a challenging yet rewarding career path. We are looking for individuals who are proactive, detail-oriented, and committed to delivering high-quality IT services. Join our team and make a significant impact on our organization’s technological infrastructure and operational excellence.
Compensation & Location
Salary: $70,000 – $120,000 per year
Location: Chicago, IL
Recruiter / Company – Contact Information
Recruiter / Employer: Smarttechlink
Email: iswarya.k@smarttechlink.com
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