Location: Mountain View, CA
Duration: 6+ Months
Job id : 7117706
The Incident & Problem Manager is responsible for ensuring operational execution and management of both processes.
This includes implementation, continual improvement, reporting metrics & KPIs, and ensuring proper compliance to the processes.
This is a senior level Process Manager lead who will also respond to any escalations involving the process. This role reports to the ITSM Operations Manager (Process Owner).
The candidate for this role may provide supplemental on-call duties and serve as an escalation point for Incident Commanders.
Working with the Incident Management and Problem Management Process Owner to plan and coordinate all process activities
Developing improvements and enhancements to facilitate the the process within the ITSM tool (ServiceNow)
Collaborating and Integrating with other Process Managers
Chairing regular meetings such as Post Mortems or Major Incident Reviews
Assisting and advising Incident and Problem Analysts
Planning and managing support for incident management tools and processes
Coordinating interfaces between incident management and other service management processes
Driving the efficiency and effectiveness of the incident management process
Producing management information and reports
Monitoring the effectiveness of incident management and making recommendations for improvement
Developing and maintaining the incident management systems
Developing and maintaining the incident management process and procedures
Investigating assigned problems through to resolution or root cause
Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors within SLA targets
Raising Change Records to resolve problems
Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents
Updating the Known Error Database with new or updated known errors and workarounds
Assisting with the handling of major incidents and identifying their root causes.
Analyzing problems for correct prioritization and classification
On-call for Major Incidents as required
Providing direction and leadership to Incident Commanders (Major Incident Coordinators)
Experience in ITIL and IT Service Management processes, with practical knowledge and experience in the Service Operation lifecycle processes
Exceptional process management and control skills, using all resources efficiently and effectively
Good communication and interpersonal skills that enable working relationships to be developed at all levels
Proactively identifies areas for improvement, shares lessons learned with colleagues and encourages others to do the same
Experience in continual service improvement process, planning, and reporting requirements.
Experience in managing situations and stakeholders to success
Proven thought and intellectual leadership skills
Experience managing Major Incidents in a global organization
Fluent in English (written and spoken)
Embraces change and is a self-starter
Excellent motivator with ability to achieve results
Personal behaviors and values that nurture openness, honesty, trust, mutual respect and support from all team members in line with service excellence ideals
Effective time management skills
Ability to handle concurrent tasks with appropriate priority
Minimum 8 years of experience in IT operations with progressive increase in responsibilities
Experience in governing and working within a complex multi-supplier environment
Operational experience in both Incident Management and Problem Management space
Demonstrated experience in successful delivery of Incident Management procedures and methodologies
Demonstrated experience in successful delivery of Problem Management procedures and methodologies
Expert in the use change, and release management processes according to the ITIL framework.
ITIL Foundation certified (2011 preferred)
Experience developing and delivering reports on KPIs and metrics
Broad based foundation of IT knowledge with an intermediate to advanced technical understanding of client/server technologies, application management, networking and security principles
Exceptional strong problem solving and analytical skills.
Experienced working in virtual teams and with multiple time zones
Experience with large-scale organizational change efforts and a strong process management background
ITIL 2011 Intermediate Certification (Service Operation, Service Transition, etc) or Higher
Experience with ServiceNow - reporting, basic functionality, and basic administration
4 year degree in computer science or related field, or equivalent experience
Customer focused with a passion and drive for customer satisfaction and delivering business value
Good technical background in managing/maintaining infrastructure
Arvind Ahirrao – Technical Recruiter
1001 Durham Avenue, Suite 201,
South Plainfield, NJ 07080
Phone: 732-983-5587 EXT: 518/ F: 908-757-0800
E-Mail: firstname.lastname@example.org | URL: www.eteaminc.com