Incident Management

Job Description:

The Service Management Experience area ensures we manage risk globally for the Operating Environment to support our strategic priorities and growth. Strong governance practices around System Security, Architecture, and Enterprise Processes (ITIL) allow DCS and Enterprise Services to deliver stable and secure services to our clients while driving continuous improvements to achieve greater quality and productivity.

Our teams are dedicated to providing the services and technology our business partners need to help customers achieve lifetime financial security. Through innovation and collaboration, we're striving to continually find new and better ways to bring value to the client.

Role Summary:

Client has implemented formal IT Operations Management practices based on a suite of ITIL V3 framework defined processes such as Incident, Problem, Change and Configurations Management with a mandate to contribute to the overall support and stability of client’s Global IT environment.

The Major Incident and Problem Management Managers are part of a fully dedicated team of professionals who are empowered to engage and mobilize other technical teams to handle technology disruption events (Incidents) according to a documented Incident Response Plan.

What Will You Do?

• Ensure incidents are managed to resolution and as quickly as possible through effective coordination of resources, appropriate escalation and meeting facilitation.

• Ensure problems are managed to resolution and as quickly as possible through effective coordination of resources, appropriate escalation and meeting facilitation

• Collaboratively work with IT service owners and support teams to determine root cause analysis, develop action plans to prevent recurrence of incidents and problems as well resulting tasks to completion.

• Identify and develop opportunities to mature the Incident and Problem Management processes including facilitating review meetings, document learnings and developing implementation plans to address fall-out and mitigate future risks.

• Develop, document and implement new and/or modified procedures as required using multiple vectors (post incident reviews, performance metric, etc).

• Maintain a comprehensive understanding of all aspects of product delivery and operations

What Do You Need To Succeed?

• Minimum of six (6) years' experience with incident management, problem management, or root cause analysis in an IT environment

• Minimum of ten (10) years' experience using negotiation, influencing, and facilitation skills in a business or IT environment

• Strong organization, planning and analytical skills

• Foundation certification and working knowledge of ITIL V3 Service Management Framework with specialization on Incident and Problem Management processes.

• Detail oriented with strong analytical, organizational, and problem identification skills

• Well-developed technical aptitude; knowledge and understanding of services provided by IT departments

• Able to translate complex issues in an understandable, organized way

• Effective verbal and written communication skills; confident presenter, facilitator and public speaker

• Technically savvy with working knowledge of leading technologies used in a modern and progressive IT environment. Experience in system support, administration or design required.

• Demonstrated ability to identify and execute process improvements and efficiency gains

• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels

• Strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, architects and leaders.

• Ability to manage relationships with peers and managers as it relates to support and services

• Ability to stay calm and work under pressure in stressful situations

• A positive, energetic attitude

• Working knowledge of ServiceNow or other ITSM tools

Notes/Unique Requirements:

• Support North American hours of operations

• The role includes periodic on-call responsibilities to support critical incidents outside normal business hours.

• The candidate will be able to leverage an Agile work environment where facilities permit.

Assets:

• Strong background in service management, including incident, problem, and change management.

• Familiarity with major client business applications and their general architecture and support requirements

• Intermediate level experience with MS Office Tools and MS Outlook