Role: IT Infrastructure Service Owner
Location: Remote
Type: Contract
Job Summary
Key Responsibilities
· Support end-to-end ownership of assigned infrastructure services, with focus on availability, reliability, utilization, adoption, and service-level performance.
· Maintain service documentation, roadmaps, performance dashboards, operational metrics, and stakeholder communications.
· Coordinate service activities across architecture, engineering, quality assurance, operations, product, and project teams.
· Facilitate service reviews, track actions, analyze trends, and communicate service performance, risks, and improvement priorities.
· Serve as a point of contact for service inquiries, operational concerns, and stakeholder feedback.
· Assist with service strategy, design, transition, operations, and lifecycle activities.
· Identify practical opportunities to improve service quality, efficiency, scalability, and cost effectiveness.
· Support incident follow-up, root cause analysis, corrective actions, and continuous improvement initiatives.
· Prepare clear communications for service releases, changes, performance updates, and improvement activities.
Required Qualifications
· 3+ years of experience in IT service management, infrastructure operations, service delivery, or a related field.
· Working knowledge of ITIL practices and service management principles.
· Experience supporting infrastructure services such as servers, networks, storage, cloud platforms, or related technologies.
· Experience coordinating work across technical teams and business stakeholders.
· Ability to interpret service metrics, identify trends, and translate findings into clear actions and updates.
· Strong written and verbal communication, organization, analytical thinking, and problem-solving skills.
· Ability to manage multiple priorities in a fast-paced environment with limited supervision.
· Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
Preferred Qualifications
· ITIL Foundation certification or equivalent practical experience.
· Exposure to Microsoft Azure, AWS, VMware, Cisco, or comparable infrastructure technologies.
· Experience working in a managed services, enterprise infrastructure, or shared-services environment.
· Familiarity with Agile delivery methods and DevOps practices.
Preferred Skills
· Strong understanding of cloud capacity management.
· Strong understanding of forecasting and demand management.
· Experience managing Azure and AWS provider capacity.
· Strong knowledge of capacity risk management and assessment.
· Clear understanding application capacity and resilience.
· Experience with data, API’s and capacity intelligence.
· Practical experience with capacity governance and controls.
· Knowledge of capacity constraint mitigation and cloud resource capacity optimization.
· Strong experience with executive and stakeholder communication.
Measures of Success
· Assigned services consistently meet agreed service levels and operational targets.
· Service reporting, documentation, risks, and improvement actions are accurate and current.
· Stakeholders receive timely, clear communications and issues are coordinated through resolution.
· Improvement initiatives contribute to better reliability, response and resolution times, customer experience, adoption, or cost efficiency.
Core Competencies
Customer focus | Collaboration | Communication | Problem solving | Adaptability | Accountability