| Major Incident Manager | Remote | EST at Remote, Remote, USA |
| Email: [email protected] |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=1120844&uid= From: Akash Mandal, trooBell Technologies LLC. [email protected] Reply to: [email protected] Hello, Hope you are doing well, We have an immediate opening for the below role, kindly please share best match profiles according to the role. Job Title Major Incident Manager Location Remote but East Coast Hours Duration 3+ Months Job Description: As a Service Management CTSM Engineer, you need to know how to: Overall responsibility of day-to-day Major Incident Management Operations Acts as a Major Incident Manager during critical and major incidents and other broadly impacting events Captures key Major Incident metrics during the course of the Major Incident Interact directly with CarMax Technology leaders, managers, and key stakeholders to proactively communicate status on active Major Incidents. Ensure necessary reports (Post Incident Reports, RCAs, etc.) are created to a high standard and delivered in a timely manner. High-level knowledge of overall system infrastructure and applications functions Identify focal points then lead causal analysis investigations to successfully identify the true root causes of problems that impact CarMax Technology as needed. Publish Major Incident Management Reporting to Technology Management Participate in a 24x7 oncall for Major Incident Management. Primary duties for each rotate on a weekly basis. Continual process improvement of the Change, Major Incident, and Problem Management Overall responsibility of day-to-day Change Management lifecycle, Major Incident Management lifecycle, and Problem Management lifecycle Audit ITIL processes for compliance and mitigate any deviance from the policy. Partner with other CarMax Technology leaders and owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization. Develops and cultivates multi-functional partner relationships at all levels of the organization. Participate in the Daily Change Advisory Board (CAB) Drives continuous improvements with technology teams from causal analysis investigation. Partner with ServiceNow Platform Owner on changes to functionality that support the evolution of ITIL Best Practices Behavioral & Leadership Competencies: Excellent verbal and written communication skills; the ability to communicate clearly and confidently on conference calls, in meetings, via email, etc. at all levels of the organization is essential. Strong analytic/diagnostic skills and attention to detail. Customer focus and ownership - displays initiative and a proactive approach to work. Highly organized presentation, negotiation, and customer service skills. Demonstrated ability to lead and influence teams not under the candidate's direct control. Creative thinker who challenges the status quo. Fundamental experience with leading change, major incident, and problem processes. Detailed knowledge of ServiceNow highly recommended Detailed knowledge of PagerDuty highly recommended Operate the Major Incident Management Process, coordinating resolution activities as necessary. Responsible for the development, ownership, and operation of the (MIM) process. Regularly monitors the frequency, status, and speed of resolution of major incidents and makes proactive recommendations based on this analysis. Ensure optimal Mean Time to Resolution (MTTR). Participate in all Post Incident Reviews, Major Incident Management (MIM), and Change Management calls and meetings. Ensure Major Incident Management procedures are strongly adhered to and respond to escalations, ensuring resolution, recovery, document, and closure of Major Incidents. Supports Continuous Service Improvement, undertaking regular analysis of major incidents and their root cause to help minimize re-occurrence, liaising with Service Owners and resolver groups as required. Experience with Service Desk and Incident escalation and managing ITIL-defined problems based on those escalations. Agree suitable remedies and provide oversight to ensure these are implemented, recorded, and communicated to relevant stakeholders to help avoid re-occurrence. Regularly review Change, Major Incident, and Problem Management processes and recommend possible improvements utilizing appropriate tools. Job Skills Required: Bachelors degree, or equivalent relevant work experience Has 5+ years of related work experience in the Technology field. ITIL qualified; Shows strong understanding of Agile/Lean leadership principles. Has strong and proven experience in running ITIL processes. Demonstrates excellent written and verbal communication skills at all levels of contact and in a wide variety of situations. Demonstrates strong administrative, reporting, and organizational skills; Has strong project delivery skills. Demonstrates strong problem solving, collaboration, and conflict management skills. Uses technical background and understanding to interpret technical issues for the business and sustain credibility with Technology. Able to manage sensitive, and sometimes confidential information. Has service delivery experience when the service is constructed of multiple sub-services provided by multiple suppliers. e.g. Cloud (public, private, & hybrid) Able to champion change and support service provide teams through change; Able to think critically, challenge conventional thinking. Has a passion for service improvement; Able to work under pressure and meet deadlines; Able to demonstrate a high degree of flexibility including shift and out of hours working. Able to demonstrate initiative to manage and prioritize and tasks and time efficiently and a proactive approach to daily tasks. Thanks, and Regards Akash Mandal | Technical Recruiter Email | LinkedIn trooBell Technologies LLC. Address: 9420, River Lake Drive, Roswell, GA, 30075 Keywords: Georgia http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=1120844&uid= |
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| 01:28 AM 15-Feb-24 |