Global IT Service Management and Disaster Recovery Leader

hace 2 meses

Ciudad de México, Ciudad de México Levi Strauss & Co A tiempo completo
Job Summary

We are seeking a highly skilled and experienced Global IT Service Management and Disaster Recovery Leader to join our team at Levi Strauss & Co. This role will be responsible for the overall management of our IT Service Management and Disaster Recovery strategies, including risk assessments, business impact analysis, and documentation of disaster recovery procedures.

Key Responsibilities
  • Manage the overall IT Service Management and Disaster Recovery strategies, including risk assessments, business impact analysis, and documentation of disaster recovery procedures.
  • Plan and oversee the execution of disaster recovery exercises, report status of each test, and ensure procedures and plans are updated regularly to reflect changes in the environment.
  • Act as a IT coordinator for continuity efforts involving disruptive events and partner closely with Infrastructure and Application leaders in IT, LS&Co. leaders in Global Security, Audit, and other business units to align goals and objectives of the IT DR & BCP programs.
  • Manage for service outages and engage teams when services are unavailable or impaired. Ensure the right teams with the right skills are involved on the call so the service is restored within its defined SLA.
  • Perform timely escalations per the defined process if teams are unable to return service within the specified timeframes.
  • Ensure Change, Problem and Incident Management processes are being followed according to company policy.
  • Chair weekly Change Approval Board (CAB) meetings for infrastructure and application teams and approve/disapprove changes based on risk level to the business. All Changes should be well tested, contain proper validation steps and include proven backout procedures if the change is unsuccessful.
  • Conduct Change Post Implementation reviews for incidents caused by change.
  • Lead problem management meetings and assign action items and review lessons learned to ensure problems do not reoccur. Ensure all action items are completed by the documented completion dates.
  • Monitor SLAs of Incidents to ensure service levels are being met.
  • Manage the CMDB for accuracy and remediate issues as discovered.
  • Review applications for proper tiering (Tier 1, 2 or 3) and ensure each application has a well-documented plan to recover their application within the defined SLAs.
  • Work with IT and Business BCP leaders to develop acceptable recovery time & recovery point objectives for critical systems, and maintain the listing of critical applications.
  • Develop High Level Disaster Recovery Plan and test schedules of all applications to validate their recovery processes, RTO and RPO.
  • Ensure teams have well documented process and procedures for recovering their environments.
  • Lead efforts to create and maintain IT disaster recovery, crisis management, or business continuity plans and documentation.
  • Lead the testing and rehearsal of documented disaster recovery strategies and plans partnering with Infrastructure, Application and Business leaders.
  • Write reports to summarize testing results and required remediation plans to bring the recovery processes into compliance.
  • Provide documentation for Executives outlining current state of DR and recommendations for future improvements.
  • Partner with Business BCP & IT leaders to develop emergency management plans for recovery decision making and communications.
  • Establish, maintain test call trees to ensure appropriate communication during disaster.
  • Interpret government regulations and applicable codes to ensure compliance during recovery activities.
  • Create business continuity and disaster recovery budgets.
  • Create or administer training and awareness presentations or materials related to IT DR.
  • Attend professional meetings, read literature, and participate in training or other educational offerings to keep abreast of new developments and technologies related to IT disaster recovery and business continuity.
  • Assist with Emergency Response Coordination.
Requirements
  • Minimum Education Required: College degree or equivalent work experience.
  • Years and Type of Experience Required: 10+ years' experience managing global IT infrastructure and end user services teams.
  • Knowledge, Skills, and Abilities Required:
    • ITSM Certification
    • Experience/certification in DevOps, Agile, Lean development and Six Sigma
    • Familiar with Business Architecture concepts (TOGAF)
    • Strong problem, incident and change management skills
    • Establish formal IT Service Management practices leveraging ITIL v3/v4 best practices.
    • Proven experience managing a global command center or incident response teams
    • Strong problem solving skills
    • Strong experience developing talent with a highly engaged team.
    • Strong verbal and written communication skills are necessary due to the dynamic nature of collaborations with Executives, customers, vendors, and other engineering team, solving complex business problems together.
    • Strong planning and organization skills.
Key Partners & Interaction
  • Internal: IT Leadership team, CIO, CDO, CISO and GBS service providers
  • External (if applicable): Key suppliers (Wipro, Cognizant, etc.) and Key Vendors (Microsoft, HPE, HPi, VMWare, ATT, etc)
Scope
  • Global Responsibility

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