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VP Incident/ Problem Management

2 months ago

Winston Salem NC United States TEKsystems Full time

Description:

The VP, Incident/Problem Management is responsible for a small team of incident managers that provide 24x7 support for one of the most important SIFMUs in the US. This role will interact across the enterprise, engage with our external clients, and represent the company with our examining bodies specific to incident and problem management. This role is a key role in the first line of defense. The role will be at the forefront of incidents impacting our enterprise. The VP will be hands-on on reviewing/writing postmortems, leading the investigation, and ensuring that root cause and corrective actions are captured appropriately. The role will help to evolve the problem management process, introduce trending metrics, target areas for improvement, and drive a sense of continuous learning and process improvement. This role will drive the function's strategic direction and advance to take incident management to the next level.

Skills:

Incident management, Problem management, ServiceNow

Top Skills Details:

Incident management, Problem management,ServiceNow

Additional Skills & Qualifications:

Essential functions and responsibilities:

Planning and managing support for incident management tools and processes

Coordinating interfaces between incident management and other service management processes

Monitoring the effectiveness of incident/ problem management and make recommendations for improvement

Manage incidents

Developing and maintaining incident/problem management processes and procedures

Review incident data to analyze assigned problems

Analyzes incident and problem tickets for correct prioritization and classification

Investigate problems through to resolution or root cause

Coordinates actions of other as necessary to assist with the analysis and resolution actions for problems and known errors

Prepare reports and metrics pertaining to incident/problem management

Managing internal or external audit activities

Perform tabletop exercises

Work closely with all Support Groups to mitigate re-occurrence issues

Managing a team of 3-6 but can grow to 6-10 as time goes.

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.