This position will have a direct reporting line to IM Manager/Director and guided accordingly by IM Director for the quality and process controls and discipline.
Resource for this function must have the ability to take on other tasks as assigned by direct leader.
Provides 9X5 support including on-call duties (24x7 availability) and point of escalation on governance areas.
Manages and maintains internal communication processes and materials; incident summary report, incident notifications to maintain the quality and consistency of Incident Management documentation process.
Serves as champion for ITIL best practices and subject matter expert in business continuity and incident management response.
Quality management oversees all activities and tasks needed to maintain a desired level of excellence. This includes the determination of a quality policy, creation and implementation of quality planning and assurance, quality control and quality improvement.
Essential Duties & Responsibilities
Quality and Document Management
Prepares customer facing documentation for status updates and incident reports during the entire incident lifecycle. Ensures availability and quality of required notifications and updates within established service levels. Ensure that all the detection, diagnosis and prioritization of major incidents is effectively and consistently recorded. Maintain the quality and consistency of major incident handling in relation to documentation. Ensure that all incident tickets are orderly categorized and documented based on impact, priority, and ownership categorization. Ensure that Incident Management KPIs are recorded, and their targets met.Process Improvement
Identify potential areas where policies and procedures require change and where new ones need to be developed. Post Incident, the Incident Management specialist will provide input into processes and planning to help drive internal improvements. Develop new procedures and update existing ones to enhance IT Incident Management process. Make recommendations for service and process improvement plan, design and continually improve process and metrics.Leadership Support
Participates in on call duties as Shift Manager to support Off hours, ensure that support bridges are sufficiently allocated and Incident Management end to end process is diligently applied. Respond to critical incidents by acknowledging reports and alerting critical function by triggering Incident Management and Technical group escalation path. Ensure adherence to IT Incident management procedures and provides coaching opportunities identified through process and quality audits.Performs IM Manager’s function as delegate for non-critical tasks, as reviewed and approved by IM Director. Coach and assist each IM Analysts upon areas of opportunities to achieve quality performance.
Qualifications & Requirements
Education:
IT/ Computer Technology and other related courses /degree/certification or equivalent experience within area related to job function.
Experience:
At least 3 years work experience in the related field of Incident Management/ Problem Management/ IT support/Service DeskAt least 5 years work experience in the IT operations with mission critical environmentHave handled/led Projects related to service and process continual improvement using lean methodology.
Knowledge, Skills, Abilities & Other Characteristics:
Understanding of service level agreements and their applicationGood analytical skills structured and methodical approach.Ability to work independently and make decisions where necessary.Good oral and written communication skillsAbility to meet challenging targets within deadline.Ability to work within a 24x7 support structure, holidays and rotating on-call duties.Incident Management Leadership High level knowledge on handling Major IncidentsRoot cause Analysis and other Problem Management related skillsITIL foundation Certified.Lean Six Sigma trained.Project Management FoundationFamiliarity with ServiceNow Tool and MS Office Tools