IT Operational Manager - Remedyforce

  • SPI,
  • Irving, TX
  • 1 day ago
Remedyforce, ITIL, ITSM, Manager
Contract W2
Travel not required

Job Description

  • Directly manage the day to day activities of (Major Incident, Incident, Problem, Change Management, Service Request and Knowledge Management).
  • Well versed in ITIL methodologies and instrumental in developing refined process models for delivery. Suggest process improvement areas based on ITIL methodology and make recommendations to improve customer satisfaction.
  • Lead efforts to advance the maturity of change management, major incident and problem management.
  • Lead events escalated as potential major incidents and or problems.
  • Provide ownership and responsibility for end-to-end management of all priority 1incidents
  • Defines, designs, and implements processes and procedures based on industry best practices related to Major (Crisis), Incident, Problem, Service Request, Knowledge and Change Management
  • Develops future service management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that operational and support processes are working as expected.
  • Serve as point of escalation for major service disruptions to critical services and infrastructure. This role required active involvement during Major Incidents.
  • Manages to resolution all major incidents as well as all problem, service request and change management functions, reviews resolution outcomes for continuous improvement and process adherence.
  • Support and assist in incident resolution, Problem Management, Root Cause and Corrective Action (RCCA) analysis.
  • Drive the efficiency and effectiveness of the incident management process.
  • Evaluates key metrics, KPI's and SLA's, performs analysis and provides reporting to leadership to drive consistency and repeatability of best practices; provides reporting and data concerning key performance indicators (KPIs) and trends to leadership.
  • Design and deliver effective key management reports and project updates and progress reports for management. Understand the drivers of key metrics and proactively manage performance.
  • Results driven leader able to effectively drive organizational change
  • Participate in root cause analysis meetings, gathering lessons learned and managing and implement continuous improvement process.


  • ITSM Remedy Force
  • Excellent customer service.
  • ITIL Certification
  • Excellent written and oral communication.
  • Excellent client relationship skills.
  • Knowledge of the capabilities, limitations, and general characteristics of personal computers.
  • Knowledge of Desktop Operating Systems
  • Ability to communicate clearly and effectively, and to maintain harmonious internal and external working relationships.
  • Ability to be on call.
Dice Id : 10115553
Position Id : 033480
Originally Posted : 6 years ago
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