| Incident and Problem Manager - Montgomery, AL (USC-GC) at Montgomery, New York, USA |
| Email: [email protected] |
| From: GARGI, Wise Equation solutions Inc. [email protected] Reply to: [email protected] State of AL Incident and Problem Manager Montgomery AL (Onsite from Day 1) 12+ Months USC and GC Position Description This role will: Manage incidents within a multi-vendor environment simultaneously. Serve as subject matter expert and provide training and guidance on the incident management process. Provide operational metrics for all incidents and problems including backlog, aging, status, and root cause. Create plans and schedules for the implementation and development of bug fixes and incidents across a multi-vendor environment. Assist with defining Production Support procedures and processes. Provide on-going communication and feedback to management. Manage incidents and service requests ensuring tickets are created, well documented, updated appropriately. Verify resolution details are aligned with Incident process. Work closely with Release Manager for deployment strategy. Update the incident reporting system with resolution information and liaise with Vendors. Ensure Incident/Problem resolution is proceeding in a timely and efficient manner. Skills Required ITIL Release Management Methodology Strong ITSM Process dept and breadth for Incident management functions Incident/Problem management tool sets Incident Management Basic Skill Set (Investigation, Classification, Diagnosis, Resolution, & Recovery) Software development lifecycle Advanced leadership and conflict management skills Strong problem-solving, critical thinking and decision-making skills Expert knowledge of IT best practices, policies and regulations Ability to translate technical jargon for non-technical audiences. Effectively communicate between stakeholders, developers, testers, project managers, program managers and executives Active listener Industry practices related to Service Management and Lifecycle Skills Preferred ServiceNow ITSM platform knowledge and experience Project management skills, including organization, planning, time management and prioritization. Clear understanding of client/server technology and network architecture Operational, Helpdesk or support background Leadership and Team Management Skills Adaptability and Flexibility Time Management and Prioritization Experience Required 2-3 years of work in Incident Management, Problem Resolution and/or Production Support activities. 3-5 years experience in Information Technology or a closely related field, with a focus on incident management, problem management or service operations. Experience Preferred Experience with ServiceNow Exposure to Agile Methodology Experience working in an environment with multi-vendors during system upgrade Education Required Bachelors degree in computer science or IT related field Education Preferred Bachelors degree in computer information systems or IT related field with certifications such as: ITIL. Keywords: information technology green card Alabama Incident and Problem Manager - Montgomery, AL (USC-GC) [email protected] |
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| Tue Sep 17 02:46:00 UTC 2024 |