| Remote ITSM Program Manager : Technical Lead at Remote, Remote, USA |
| Email: [email protected] |
| From: Abhishek kumar singh, Tek Inspirations [email protected] Reply to: [email protected] Position: ITSM Program Manager / Technical Lead Location: Remote Duration: 6 Month (C2H) Visa: USC / GC Interview: Skype Job Description: We are seeking a highly motivated and experienced individual to lead the reduction of incident tickets within our midrange environment. In this role, you will be responsible for developing and implementing strategies to proactively reduce incident tickets, ensuring that incidents are resolved promptly and effectively, and overseeing the closure of tickets to improve overall system stability and performance. Key Responsibilities: Incident Ticket Reduction Strategy: Develop and execute a comprehensive strategy to reduce incident tickets within the midrange environment. Analyze historical incident data to identify recurring issues and root causes, enabling proactive problem resolution. Collaborate with cross-functional teams to address systemic issues leading to incidents. Incident Resolution Management: Lead a team of midrange environment support specialists to ensure incidents are addressed promptly and efficiently. Prioritize incident resolution based on severity and impact, ensuring critical issues are resolved first. Implement incident management best practices and establish clear incident escalation processes. Continuous Improvement: Drive continuous improvement initiatives to enhance the stability and reliability of the midrange environment. Establish key performance indicators (KPIs) to measure incident reduction progress and regularly report on achievements. Ticket Closure and Documentation: Oversee the closure of incident tickets, ensuring that all necessary documentation and follow-up actions are completed. Maintain accurate records of incident ticket status and resolutions for reporting and auditing purposes. Stakeholder Communication: Communicate incident reduction progress and status updates to stakeholders, including management and relevant teams. Collaborate with other IT teams and departments to ensure a coordinated approach to incident resolution. Training and Skill Development: Identify training needs within the team and provide guidance and resources for skill development. Promote a culture of continuous learning and knowledge sharing among team members. Qualifications: Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience). Proven experience in leading incident reduction initiatives within a midrange or similar IT environment. Strong knowledge of incident management processes and ITIL principles. Familiarity with midrange systems, server technologies, and infrastructure. Excellent problem-solving and analytical skills. Strong communication and leadership abilities. Experience with ticketing systems and IT service management (ITSM) tools. Project management skills are a plus. IT certifications such as ITIL, CompTIA A+, or similar certifications are desirable Thanks & Regards .. Abhishek Singh Technical Recruiter Desk: 4697760536 [email protected] Keywords: information technology green card |
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| Wed Sep 13 23:54:00 UTC 2023 |