Overview
We are seeking an experienced ITSM Operations Lead to drive the operational efficiency, governance, and strategy of our IT Service Management ecosystem. In this role, you will lead the adoption and execution of ITIL best practices across Incident, Problem, Change, and Configuration Management. You will work closely with cross-functional technical teams, business stakeholders, and service desk analysts to maintain system availability, optimize service delivery, and reduce mean time to resolution (MTTR).
Key Responsibilities
Service Governance & Governance: Drive operational excellence across core ITIL processes including Incident Management, Problem Management, Change Enablement, Request Fulfillment, and Service Asset & Configuration Management (SACM).
Major Incident Management: Serve as an escalation point and major incident manager for high-severity incidents (P1/P2), coordinating cross-functional resolution teams, running command bridges, and publishing timely stakeholder communications.
Root Cause Analysis (RCA): Lead post-incident reviews (PIRs) and problem management workflows to identify systemic issues, eliminate repeat incidents, and track actionable remediation plans.
Change Enablement: Facilitate Change Advisory Board (CAB) meetings, evaluate change risks and dependencies, and ensure continuous service availability during deployments.
Platform Administration & Metrics: Oversee the ITSM tool platform (e.g., ServiceNow, Jira Service Management) to maintain workflow automation, SLA tracking, dashboards, and operational reporting.
Continuous Service Improvement (CSI): Analyze operational performance data and key performance indicators (KPIs) to identify gaps and drive continuous service improvements.
Managed Service Provider (MSP) Management: Supervise the Managed Service Provider and drive adherence to ITIL best practices ensure operational excellence.
Required Qualifications
Experience: 5+ years of experience in IT Operations, Service Management, or Technical Support Leadership.
Certifications: ITIL v3/v4 Foundation required; ITIL Intermediate or Managing Professional certification preferred.
Technical Proficiency: Hands-on experience administering or leading workflows in ITSM platforms like ServiceNow, Jira Service Management, Remedy, or Freshservice.
Leadership Skills: Proven track record leading technical teams during critical outages and facilitating cross-departmental coordination.
Analytical Ability: Experience defining, monitoring, and reporting on IT service metrics (MTTR, SLA compliance, Change Success Rate, First Contact Resolution).
Preferred Qualifications
Experience with Agile, DevOps, or Lean frameworks alongside traditional ITIL governance.
Familiarity with cloud platforms (AWS, Azure) and hybrid infrastructure environments.
Strong written and verbal communication skills with the ability to translate technical issues into business context for executive leadership
Skills Required
- 5+ years of experience in IT operations, service management, or technical support leadership
- ITIL v3 or v4 Foundation certification
- Hands-on experience administering or leading workflows in ServiceNow, Jira Service Management, Remedy, or Freshservice
- Experience leading technical teams during critical outages and coordinating across departments
- Experience defining, monitoring, and reporting IT service metrics, including MTTR, SLA compliance, change success rate, and first contact resolution
- ITIL Intermediate or Managing Professional certification
- Experience with Agile, DevOps, or Lean frameworks
- Familiarity with AWS, Azure, and hybrid infrastructure environments
- Strong written and verbal communication skills for translating technical issues into business context
Altera (altera.com) Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Altera (altera.com) and has not been reviewed or approved by Altera (altera.com).
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Retirement Support — Feedback suggests retirement programs are robust, with offerings such as a 401(k) and a pension. This breadth supports long-term financial security.
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Leave & Time Off Breadth — Feedback suggests time-off policies are generous, including PTO, paid sick days, and paid holidays. Wellness initiatives like gym memberships further support balance.
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Parental & Family Support — Feedback suggests parental leave is generous. Family-building support, including fertility benefits and adoption reimbursement, is highlighted as part of the package.
Altera (altera.com) Insights
What We Do
Altera: Accelerating Innovators Altera provides leadership programmable solutions that are easy-to-use and deploy in applications from cloud to edge, offering limitless AI possibilities. Our end-to-end broad portfolio of products including FPGAs, CPLDs, Intellectual Property, development tools, System on Modules, SmartNICs and IPUs provide the flexibility to accelerate innovation. Altera is helping to shape the future through pioneering innovation that unlocks extraordinary possibilities for everyone on the planet.
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