Job Description

Who are we hiring?

Execute the incident and problem management processes and procedures to minimize operational impact associated with IT incidents and facilitate root cause identification and resolution across the organization and its subsidiary businesses. Improve the company's incident and problem management processes. Lead and develop subordinate Incident Problem Managers.

What will you do?

1. Manage Incident, Major Incident, and Problem Management processes.
2. Lead subordinate Incident Problem Managers.
3. Lead major incident bridges, determining appropriate participants and processes based on incident type and application area.
4. Manage and enhance policies and procedures to ensure efficient incident and problem management.
5. Aid in defining processes for recording and producing management information related to incident and problem management, including but not limited to timelines, status communication updates, and root cause analysis.
6. Analyze incident data to identify ways to improve system, application, and network stability, and minimize future incidents.
7. Develop and maintain documentation for incident and problem management processes and the Major Incident Response Team.
8. Liaise with vendors and contractors to ensure fulfillment of contractual obligations related to problem resolution and data provision; providing summaries when SLAs are breached.
9. Seek opportunities to leverage and integrate existing tools to streamline cross-collaborative incidents and foster collaboration, continuous improvement, and communication across departments.
10. Support the IT on-call alerting system, ensuring best practices are configured within the system.
11. Ensure compliance with customer and regulatory requirements.
12. Embody the organization's mission, expectations, and values.

What do you need to succeed?

Previous leadership/personnel management experience is required.

Minimum Bachelor's Degree in a technology-related field or equivalent experience.

Proficiency in Incident, Problem, and/or Change Management principles, particularly ITIL.

ITIL certification required.

Minimum 5 years of relevant experience in an ITIL environment.

Experience in application development, software quality assurance, network troubleshooting, and configuration management beneficial.

Familiarity with relevant tools and systems supporting Incident Management. Experience with PagerDuty or ServiceNow beneficial.

Strong communication, planning, coordination, organization, collaboration, and leadership skills.

Ability to enforce compliance with standards and regulations while maintaining respectful communication.

Ability to build strong working relationships and influence in a matrix environment.

Availability for on-call duty in a 24x7 environment and occasional travel (

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