Crypto.com is hiring a

Web3 Production Support Service Manager / Engineer (ITSM)

Job Description:

We are looking for a dynamic service manager to join our IT department. In this role, you'll be leading the design and implementation of the service management processes to strengthen and add value to the services provided to customers. You will focus on areas including but not limited to incident management, service request management, problem management, knowledge management, SLA management, vendor management, change management, event management, management reporting and dashboard creation, and last but not least, automations. You will also need to also steer meetings of major incidents and regular team meetings for incident trend analysis, etc to look for means to drive continuous improvements.

Responsibilities:

• Review current processes and perform gap analysis.
• Responsible for the initial incident management process which includes issue escalation and facilitates incident recovery process.
• Design and implement a virtual service desk to manage queries raised from all sorts of customers and customer service representatives.
• Implement incident, service request and change management processes to ensure proper priorities and resources are assigned.
• Work with stakeholders to define SLAs and corresponding measurement metrics
• Work alongside multiple level teams to define clear escalation procedures.
• Regularly review statuses of queries and ensure queries meet the SLAs to the greatest extent.
• Root cause analysis and incident trend analysis.
• Design and implement problem management processes to drive continuous improvements and early incident detection.
• Collaborate and provide training to all levels of stakeholders including support teams, management teams and users regarding the service management processes in place.
• Enforce automations wherever possible to drive efficiencies of service management processes
• Drive management incident meetings to provide regular updates and ensure services are resumed as early as possible.
• Drive knowledge sharing and management initiatives and setup knowledge base.

• Bachelor's degree in information technology, engineering, or a related field.
• Familiar with ITIL v4 concepts or certification.
• At least three year's experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including Jira, ServiceNow, etc.
• Experience working with Business Intelligence tools like Microsoft PowerBI, Tableau, etc.
• Good to have knowledge of programming languages, such as SQL, Python, Java and Scripting languages.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.
• Excellent communications and reporting skills.
• Team player.

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