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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