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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]
[email protected]
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Tue Sep 17 19:41:00 UTC 2024

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