job summary:
We are seeking a highly organized and experienced individual to lead our incident, and critical incident management processes. This individual will be responsible for identifying IT problems using the helpdesk ticketing system and managing outages/critical incidents through resolution, including RCA.
Location: Irving, Texas
job type: Contract
work hours: 9 to 5
education: BA
experience: 5
responsibilities:
- Provides communication, facilitation, recording and management of active critical incidents as well the Root Cause Analysis (RCA) process (Problem Management) and monitoring implementation of corrective actions.
- Assists with design of Critical Incident and Problem Management programs, to include documentation and workflows to ensure they are relevant and current as well as evaluating tools to gain additional efficiencies.
- Collaborates with appropriate leadership and stakeholders to ensure all support guidelines are met as well as to gain an understanding of departmental business structure and requirements, to manage business Playbooks.
- Responsible for providing metrics reporting and analytics for Major Incident and Problem Management, to appropriate Leadership and Committee's. Monitors the effectiveness of the Major Incident and Problem Management program.
- Coordinate and manage outage/critical incidents by coordinating with appropriate teams, technical resources, and vendors, ensuring they are resolved in a timely and effective manner.
- Responsible for timely communication to key stakeholders and key management staff - compose CSA notifications and deliver at set time periods (based on predetermined intervals) to customers and management of the status of the outage.
- Creates reports and statuses to review with executives and develops plans and activities that technical support can execute to prevent service interruption (problem management)
- Collaborate with cross-functional teams to assess the risk and impact of proposed changes and ensure that appropriate measures are in place to minimize disruption to operations.
- Works with the service management team to design and mature analytic performance improvements for Major Incident and Problem Management.
qualifications:
- Strong knowledge of ServiceNow and general knowledge of multiple Information Technology domains
- Strong written and verbal communication skills
- Bachelor's degree or equivalent
- 5+ years of relevant experience
skills:
- Proven experience managing escalations within a Technical Support environment.
- Ability to facilitate and manage cross-team collaboration to solve issues.
- Demonstrated ability to develop strong relationships within complex environments with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
- Experience creating concise reports for stakeholders following situations/incidents (Incident reports and RCA)
- Industry certifications (PMP, ITIL, Six Sigma) preferred (current or expired)
- Strong background in Incident Management in an IT managed service environment
Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.