Problem & Incident Manager

Manager, Problem Management, Incident Management, Service Delivery, Networks, Distribution
Full Time
$90,000 - $95,000
Work from home not available Travel not required

Job Description

  • The Problem & Incident Manager proactively focuses, across tower and across discipline, to identify major incident and problem trends; communicate with technology owners; and facilitate plans of attack to ensure that IT reaches its committed goal of reducing problems in the environment before they cause impact; eliminating defects and noise that consume considerable staff resources; and shorten time to repair.
  • This position analyzes incident, problem, and change data as well as recurring alerts and then works to programmatically identify the causes of recurring incidents, alerts, and noise in the environment, and ensure that plans and actions are in place to eliminate and resolve these issues at all Priority/Severity Levels.
  • End result is the measurable reduction of L1 & L2- top talkers and better identification and reduction of recurring and chronic issues and non-actionable events.
    This position manages the root cause review process with impacted lines of business, ensuring that quality and in-depth root cause reviews and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues.
Essential Job Functions:
  • Management of Major and Severe business impacting incidents primarily involving large scale infrastructure issues or high risk data / application issues.
  • Collating technical and business impact
  • Producing management information, including KPIs and reports to show performance within the environment
  • Presenting weekly and monthly Incident Management data to Leadership team, concisely and effectively
  • Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
  • Ensuring that all IT Teams follow the Incident management process for every incident
  • Driving decision making for incident resolution and minimizing impact to the business
  • Escalation to Senior IT Management and updates to stakeholders
  • Capturing incident follow ups and completing formal Post Mortems
  • Identifying stability trends and escalating them through the Problem Management process
  • Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication.
Job Requirements
  • 5 +years of experience in Service Delivery, Problem Management or Incident Management
  • Strong cross technology background in areas such as network, distributed, end user and mainframe.
  • Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
  • Advanced knowledge in Incident, Change, and Problem Management
  • Understanding of foundational IT technical issues and relationships
  • Ability to work under pressure delivering independent judgment: excellent creative and high level analysis skills
  • Excellent communication (both verbal and written). The ability to communicate confidently and clearly on bridge calls, in meetings, via email, etc. at all levels of the organization is essential.
  • Strong organizational skills and the ability to effective manage multiple tasks simultaneously.
  • Client focus and ownership - displays initiative and a proactive approach to work.
  • Knowledge of corporate toolsets for (incident/problem)
  • Extensive Excel Knowledge, ability to dissect large data files, utilizing formulas, minor scripting, and filtering
  • Proficient in pattern recognition.
  • Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
  • Understanding of PM terminology, concepts, and processes. Possesses working knowledge of general project management practices and methodologies.
  • Strong overall knowledge of technology business and best practices
  • Extensive Excel Knowledge, ability to dissect large data files, utilizing formulas, minor scripting, and filtering
 

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Dice Id : 10209053
Position Id : IPM-NJ
Originally Posted : 1 month ago
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