Major IT Incident & Problem Manager (ITIL / ServiceNow)

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Job ID: S5603 - Major IT Incident & Problem Manager (ITIL / ServiceNow)

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 development 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 Sun Life business applications and their general architecture and support requirements
  
  

Intermediate level experience with MS Office Tools and MS Outlook