VP Incident/ Problem Management

2 weeks ago

Winston Salem, United States TEKsystems Careers 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.

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