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Role -ITIL Incident/Problem Manager
Location- USA-Remote
Opportunity Overview
We are looking for not only a passionate leader, but an effective problem solver. The ideal candidate will have extensive knowledge and experience in both Incident Management and Problem Management. The candidate must possess a good understanding of Problem Management process and IT infrastructure components (servers, network, storage, middleware/database, application software and data center facilities) and processes followed in software development and IT operations, as well some of the tools used to implement and manage them. Additionally, the candidate will be responsible for all incidents reported to the Command Center from initiation until an acceptable work-around is in place or incident resolution. Candidates must have experience in, and not limited to, support operations, escalation management, and critical incident response. Candidates need to demonstrate excellent communication skills and have experience working in a matrix management organization. All aspects of the work will be well structured and conducted utilizing ITIL practices.
Major Areas of Accountability:
As an ITIL Incident/Problem Manager, you will be responsible for:
• Ensuring incident response procedures are in place to mitigate severe impacts
• Enforcing Incident Management policy and processes; notify participants when standards and procedures are not being followed
• Reviewing and Analyzing Incident Management metrics and report metrics to leadership
• Monitoring effectiveness of Incident Management and drive improvements
• Monitoring functionality of Incident Management systems and applications
• Ensuring all appropriate groups are working on restoring service in a timely manner
• Notify, escalate, and communicate to leadership and impacted stakeholders the existence of service impacts when required
• Maintaining and managing 24x7x365 coverage of severe incident response
• Ensuring timely and accurate handoff of problem and outage records
• Training stakeholders in incident management policies, processes, and procedures
• Addressing shortfalls to service levels and identify and correct process gaps
• Coordinating all continuous improvement activities
• Analyzing data, predicting trends and themes
• Audit the completeness and accuracy of all incidents using the ServiceNow Platform
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
• Identifying problems through the review and focus on optimizing processes
• Collaborating with subject matter experts to refine operating processes and procedures to deliver and maintain service more efficiently
• Ensuring problem progress through the Problem Management process in a timely and prioritized manner
• Ensuring problem management information reflects accurate errors and is complete
• Maintaining inventory of problems under analysis and their current progress and status
• Analyzing and coordinate inter-organization responses and troubleshooting activities arising from critical/high incidents
• Managing and maintaining information stored in the problem database
• Owning monitoring and incident/problem reporting for status reports to management
• Overseeing scheduling root cause analysis meetings and lead all RCA calls
Position Requirements
• Bachelor's degree in Computer Science, IT, MIS, or related field; or equivalent work experience.
• 3-5 years of relevant experience.
• 5+ years of technical operations/support experience with proven knowledge of and experience working with ITIL or ITOM frameworks.
• 3+ years of experience with event monitoring and/or incident/problem management, to include setting-up monitoring thresholds and views.
• 5+ years of broad technical experience with proven expertise in a majority of the following areas: servers, networks, hardware, operating systems (Windows, Linux, Kubernetes), virtualization software, middleware and related base build infrastructure and software.
• Experience and subject matter expertise in the web, distributed computing or cloud environment, as well as mainframe experience is a plus
Preferred Qualifications
• Excellent problem detection and determination skills in multiple functional infrastructure/application areas
• Proven organizational skills to successfully lead and influence cross-functional teams without a direct line of authority
• Proven ability to identify opportunities for improvement to configurations, procedures, and process, enabling greater availability & capability
• Strong written and verbal communication skills with experience creating, championing, and maintaining processes, procedures and policies
• Experience working in the financial services industry or other similar, highly regulated environment
• ITIL Foundations certification is a plus
• Experience working in the ServiceNow Platform
Sana Tabassum Technical Recruiter +1 7324662855 Ext: 6231 |  | |||
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