It's not just about your career or job title. It's about who you are and the impact you will make on the world. Because whether it's for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you're in valuable company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.
Job Purpose
The Technical Leader is responsible for ensuring reliable and scalable service delivery for global KinetiX systems by leading incident management, technical enablement, documentation, training, and automation initiatives. The role also manages a contingent workforce across multiple vendors, ensuring operational efficiency, performance accountability, and alignment with global service objectives.
Key Responsibilities Service Reliability Incident Management
- Drive improvement in uptime of global systems through proactive incident and ticket management.
- Lead or support Logical Down (LD) Root Cause Analysis (RCA) for major or recurring incidents.
- Ensure disciplined ticket governance including prioritization, reviews, stakeholder communication, and closure follow-ups.
MTTR Reduction Performance Management
- Provide hands-on technical guidance to L1 and L2 engineers to reduce resolution times.
- Track and proactively manage open, pending, and escalated tickets.
- Implement individual performance tracking and KPI dashboards for ticket resolution.
Documentation Knowledge Management
- Lead Change Review Board (CRB) discussions to identify issues suitable for L1/L2 ownership.
- Develop, review, and publish Failure Analysis Mitigation (FAM) documentation based on recurring issues and learnings.
- Ensure documentation is current, accessible, and effectively adopted by service teams.
Training Capability Development
- Design and deliver structured t