Summary:

 Ensure that processes related to Critical Incident Management is done in accordance with industry best practices. Ensure that the processes are documented and that these processes are managed to effectively deliver the required performance and availability. Work with other Alorica Technology leaders and technical staff to develop solid approaches to drive stability and to keep Mean Time To Repair (MTTR) within established goals/standards. Develop and promote automated recovery procedures to minimize downtime. Responsible for managing effective stakeholder and regulator communications during critical incidents. Provide thought leadership for developing innovative operational tools which will help promote higher system availability such as SolarWinds tool for notifications. Actively participate in incident calls and bridges to ensure quick service restoration and effective root cause analysis, remediation and communication. 

 This position will have a direct reporting line to the Senior Director of IT Service Management.  Is a subject matter expert in business continuity and incident management response, for a diverse workforce that is engaged with customers and merchants, in a fast-paced environment requiring adoption of an ever-changing business operation under the Alorica BPO business model. Is a visionary, strategic thinker, and implementer of ideas that materialize into action

 Serve as a champion of best practices and educate others, inform of policy changes and requirements, understands the importance of risk controls and associated tools that provide intake of incidents and issues, and is familiar with Service Now, Power BI and other reporting tools.  Individual filling this position must have the ability to take on other tasks as assigned by the Senior Director of IT Service Management. Normal 8 hour work day for this position is between the window of 6am ET – 6pm ET (Mon – Fri) with the ability to be on-call 24x7 (typically weekends).

The Incident Management Director overseas a team of Incident Management Analyst who are primarily responsible for troubleshooting and problem resolution for the Alorica network and system infrastructure.  The Analyst is responsible for making critical decisions to support business needs and limit impact to Clients during service interruptions.  

Job Responsibilities: 

Change agent with demonstrated ability to lead and drive results.   Requires technology vision, business skills, and proven leadership for developing, implementing and supporting IT solutions.    Possesses and applies a comprehensive knowledge of the following:   Leadership and management principles.  Focused on driving results through the Incident Management team by leading the team through transition  Applies advanced level skill in techniques and tools related to the following:  Leadership.  Collaboration/leveraging skills in a geographically dispersed and culturally diverse business.  Initiating innovation and change.  Planning, analyzing, and evaluating programs and services, operational needs, and fiscal constraints.  Develop and optimize the processes, procedures, and artifacts to standardize and efficiently manage incidents, i.e. playbook, top customer knowledge, escalation contacts, process flows, etc.  Responsible for driving the development and deployment of tools used for incident handling, monitoring, and communication, i.e. internal notification tool, status dashboard, etc.  Management of the development and refinement of internal/external communication processes and materials, i.e. incident reports, support notifications, status dashboards, formal communications, etc.  Incorporate internal and external feedback into the overall incident management strategy, processes and tools and drive messaging to executive leadership  Develop and maintain key operational artifacts, documents, and processes to drive scalability and standardization of incident management process  Management of all incident management initiative(s), facilitating working sessions with the core team, managing the overall plans and workstreams, and preparing materials for executive-level discussions  Partner with cross-functional teams to optimize incident management process for all business units and solutions  Responsible for partnership across functions to drive product and technology improvements to restore service efficiently and quickly  Ownership of high priority incidents and escalations ensuring all processes and downstream actions are followed  Assist in the development of metrics to monitor operational resilience and readiness and prepare reporting to key stakeholders  Actively participate in initiatives to enhance and define new operating performance and risk metrics along with KPIs and CPIs  Produce and present Incident Management’s performance to the executive level leadership 

 

Interfaces - Proactively strive to enhance the efficiency and effectiveness of all work flow interfaces to exceed established business goals and objectives 

Develop partnership with Executive management, internal departments, and external contacts  Continuously evaluate interfaces with other departments, divisions, and the efficiency and effectiveness of work flow between areas of responsibility  Identify processes where improvements can be made and take timely action  Perform quality review of services being provided identifying trends indicating the need to revise existing methods and procedures  Continuously remain educated on processes and procedures to identify obstacles to meeting business needs   

Employee Development - Coach, develop, and mentor subordinates to achieve quality performance 

Assist staff with establishing and attaining career development goals  Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility  Conduct formal appraisals and performance reviews  Comply with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines; Understand and support AAP policies and goals  Monitor staffing levels, trends and turnover and prepare recommendations to management outlining efforts to maintain a quality staff  

Budget Assistance - Assist with reviewing all charges and ensuring they are accurate for respective portion of annual budget 

Review the monthly variance reports resolving any discrepancies  Assist in projecting department staffing levels necessary to meet customer expectations  Assist with staffing level projections necessary to meet customer expectations   

Job Requirements: 

Minimum Education and Experience:  Bachelor’s degree in computer science or equivalent experience within area related to job function.  At least 7 years of experience leading technical teams  At least 7 years of people management experience 

 

Knowledge, Skills and Abilities: 

Thorough knowledge of MS Office Suite (Word, Outlook, Excel, PowerPoint, Project)  Thorough knowledge and experience with Windows 2000/2003 Active Directory domain administration  Thorough knowledge of Windows basic principles, theories, and concepts  Thorough knowledge of TCP/IP setup and tear down, OSPF, and BGP  Working knowledge of Unix OS (preferably Solaris) and Microsoft OS troubleshooting experience  Understanding of distributed application flow  Knowledge and/or experience in call center operations and/or applications  Knowledge of (CTI) in a call center environment (Avaya G3 preferred)  Knowledge and/or experience with data communications devices (switches, hubs, routers, firewalls)  Knowledge and/or experience with telecom technologies (Avaya Definity G3 PBX, Conversant VRU and Intuity Audix voice mail systems)  Experience with report creation applications (Crystal Reports, SQR, Oracle Reports)  Experience with batch scheduling technology  Thorough knowledge of Service Now platform

 

Knowledge, Skills and Abilities: 

Ability to understand and work within set deadlines.  Ability to direct and motivate others in a team fostered environment.  Aggressive and exhibit strong attention to detail.  Ability to maintain the highest level of confidentiality.  Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment.  Ability to adapt to a flexible schedule and must be on-call 24x7.  Excellent interpersonal, written, and oral communication skills.  Ability to work in a team fostered environment.   Accountable for all decisions, actions, and directives with respect to job responsibilities.