Infra Support Lead

8+ Years of experience, having thorough knowledge on ITIL/ITSM process
• Certification in ITIL v4 framework and deep knowledge of ITSM platforms
• Certification in Agile principles and scrum methodology with experience maintaining a backlog and managing sprints
• Demonstrable ability to implement complex process workflows, and evidence performance through metrics-driven reporting
• Strong understanding of IT Operations
• Strong knowledge of retail HW/SW technologies and business processes.
• Strong written and verbal communication skills with the ability to understand and present complex technical information in a clear and concise manner to a variety of audiences including executive leadership
• Ability to develop strategic relationships with other teams, departments, business stakeholders, and 3rd parties
• Ability to understand business requirements and define technical solutions balancing technical complexity and ROI
• Proven trouble-shooting experience and strong incident reduction-minded focus
• Strong problem-solving skills and the ability to think quickly and execute on short-time frames
• Ability to be forward-thinking and strategic – balancing both short-term needs with long-term goals