Leads the Incident Management team in the process to restore normal service operations as quickly as possible and minimize the impact on business operations for application-related incidents, thus ensuring that the best possible levels of service quality and availability are maintained. Oversees the development of tools and procedures to complement and plug-in to the existing the ITSM model. Drives adoption of incident management process across IT and partners closely with Applications team and the broader Application Production Support team to quickly resolve and prevent incidents.
Education and Experience
- 10+ years’ experience in information technology process and/or project management across diverse areas and technologies.
- Undergraduate degree/equivalent experience/or certification.
- Graduate degree.
- Broad technical acumen across multiple disciplines applications with a solid understanding of current technologies
- 5 years in a technical discipline role with experience in planning, implementing and evaluating processes, systems and/or initiatives
- Experience applying measurement processes/methods for assessing program outputs and outcomes or progress toward goals and objectives.
- ITILv3 Certified
- Experience with and knowledge of IT outsourcing activities in a managed services environment.
- Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to work across organizational boundaries, to help lead and influence change
- Ability to command the process across all levels to ensure customer focus; including being assertive and self-starting.
- Demonstrated leadership experience in influence and garnering alignment from external organizations
- Ability to align change management strategies with project.
- Skilled in conceptualizing creative solutions, documenting them, and presenting/selling them to senior management.
- Extremely high level of analytical ability with complex problems.
- Very high level of interpersonal skills to work effectively with others, motivate employees, and elicit work output in a team environment.
- Proven experience, knowledge and demonstration of continuous process improvement.
Develops Standards, Process and Tools to Drive Incident Resolution
- Leads the development of processes and playbooks to respond to application incidents to quickly track and restore service.
- Drives Application Production Support operational expertise through knowledge sharing across team.
- Incorporates application release schedule into operational procedures and tracks major changes with team.
- Oversees the development of common tools to use across incident team to track incidents to feed to the Problem Management and Application team.
- Creates and communicates with key stakeholders effective process vision, strategy, process maturity, and overall direction of team.
- Coaches, consults, and trains team to adhere to established incident management procedures.
- Drives continuous process review to verify that the incident management process meets changing business needs.
- Defines and implements KPIs and metrics for support and operation-related activities.
- Leads efforts to improve processes with appropriate qualitative and quantitative measure while leveraging established guidelines and industry benchmarks.
Building Successful Relationships
- Collaborates with Enterprise Application and Architecture and Infrastructure teams to continuously improve processes and procedures.
- Acts as a leader and advocate of the Application Production support team.
- Liaises with vendors and Service Providers to select services and tools that best meet company goals.
- Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
- Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.
- Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
- Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
- Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
- Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
- Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
- Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
- Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
- Business Process and Analysis – Knowledge of multiple processes within sponsor department; ability to document key process flows, recognize processes for redesign, identify opportunities and translate business processes into information system’s needs. Ability to define quality measures and evaluate performance against standards and to identify issues, risks and possible paths of resolution or mitigation strategies.
- IT Business Management – Ability to monitor and evaluate trends in technology, technology delivery mechanisms and IT organizational processes and tools. This includes the ability to redefine processes, make recommendations, and perfect process governance frameworks.
- Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
- Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.