What you’ll be doing:
• Responsible for IT Critical incident process and operational aspects of Critical Incident Management.
• Coordinate major incident closure, initiate a phone conference bridge, and document all actions taken to resolve the incident.
• Drive root cause analysis and corrective action completion to help eliminate disruption of services therefore improving the day-to-day operations of the organization using validated problem analysis methodology and tracking all elements of the RCA to closure.
• Improve problem management methods and procedures and ensure that they are used for efficient and prompt analysis of all problems.
• Ensure that problem resolution is implemented through the appropriate control procedures.
• Arrange and lead problem review sessions with various IT groups.
• Develop and use metrics (Key Performance Indicators) to validate success and identify improvements of IT services
• Explain complex technical topics to a non-technical audience as well as communicate with internal leaders.
• Stay on top of resolution processes and initiatives and provide timely updates to business and technology leaders.
• Handle and coordinate the Change Management Process and Procedures for Applications and infrastructure
• Develop, coordinate, and perform the final quality check of implementation schedule of change for all RFCs and maintenance efforts.
• Identify potential risks, provide guidance on solutions to address the risks and anticipated points of resistance, and develop specific plans with the change submitter of the change request (CR) to mitigate or address the concerns
• Ensure adherence to Service Levels from all support teams and improve customer satisfaction
What we need to see:
• Bachelor’s Degree in engineering, information systems, business administration, or related field and minimum of 8-10 years of support services or project or program experience or equivalent.
• Experience working in the technology industry
• Experience working with technology products and operating systems
• Excellent project management skills
• Deep understanding and ability to execute all ITSM Processes (Incident, Service Request, Problem Management, Change Management and Knowledge Management)
Ways to stand out from the crowd:
• Experience on BMC Remedy ITSM modules
• Demonstrated ability to deliver business-first customer service, across a portfolio
• Able to successfully handle a dynamic workload with minimal intervention from Management
• Ongoing user support and maintenance
• Extraordinary communication skills – written, presentation skills, etc.
• Excellent client handling skills – able to work with all levels within the client portfolio
• Possesses an understanding of IT infrastructure and application support
• Possesses the aptitude to quickly understand work processes and flows in various business units.
• Ability to apply the Microsoft Office tools in project management tasks and high level business modeling
• ITIL v3 Certification a plus
• Experience in a Scaled Agile Framework (SAFe) environment or similar environment
• Six Sigma or Lean Six Sigma yellow or green belt preferred
