Service Availability Lead; Problem

Locations:
Denver, Colorado 80205, Minneapolis, Minnesota 55401

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you're looking for.

This position will be focused on the ITIL and Service Management function, Problem Management. The role closely interacts with Incident and Change Management focused Service Availability Lead roles. The role has broad visibility and influence across TSS and Xcel Energy. The Service Availability Lead is responsible for ensuring the continuous availability and reliability of TSS services, applications, systems, and network during critical incident events and maintenance windows.

This role combines the critical functions of Incident Management, Change Management, and Problem Management to minimize service disruptions, manage changes effectively, and review/analyze problem incidents that could prove detrimental to system, application, or network availability. The role is responsible for maximizing up-time, communicating with stakeholders of all levels and all Xcel Energy businesses. The Service Availability Lead (SAL) is responsible for ensuring high service uptime by making critical decisions during incidents and changes, proactively assessing and mitigating risks to prevent outages, and driving corrective actions and continuous improvement across teams to maintain and restore service availability.

• Solution Delivery:
  Contribute to and lead analysis aspects of roadmap delivery. Support and lead requirements management, QA and deployment activities. Identify and drive resolution to capability gaps or operational risks. Partner cross-organizationally and with vendor partners to analyze cost/benefit of various options. Ensure solution delivery practices are structured, sound, and compliant.
• Relationship Management:
  Work in strong partnership with team, partners and stakeholders across the organization. Establish a deep acumen and work with customers to propose, prioritize and deploy continuous improvement. Cultivate and sustain a deep acumen of business functions, processes and needs. Liaise with business partners on IT industry capabilities. Work collaboratively across organizations and stakeholder groups to ensure solutions are compliant and secure.
• Operations:
  Participate in system health assessments through analysis of application operation, identification of operational risks, and recommendation on lifecycle planning events such as upgrades and decommissions. Support validation and measurement of business value for deployed solutions. Foresee changing business needs and assess needs for solution changes.
ubject Matter Expertise:
Sustain deep acumen in analytical methods and tools, industry trends and organizational goals to ensure optimal technology solutions are sought.

• Bachelor's degree in technology, Science, Business or related field, or 4 years of experience equivalent to the position.
• Five years of related functional experience.
• Experience with Project or Product delivery practices, including SDLC, Agile, and Waterfall.
• ITIL Foundation certification or 4 years of ITIL experience.
• Product management certification or 2 years of product experience.
• Ability to work in a heavily matrixed organization to drive work and processes, negotiate outcomes, and communicate with diverse groups of stakeholders and Xcel Energy businesses.
• Demonstrated ability to recommend innovative solutions to meet business needs.
• Ability to drive continuous improvement through lean and agile practices.
• Demonstrated in depth knowledge of end-to-end process and system capabilities, as well as industry standards and emerging technologies and methods.
• Ability to understand technical, functional, and operational details of respective solutions. Strong problem solving, analytical and detail orientation.
• Demonstrated ability to build functional and technical subject matter expertise, process and tools expertise, and drive…