SR. Incident AND Problem Manager

2 weeks ago

Draper, United States Insight Global Full time

Day to Day:

Insight Global is looking for a Sr. Incident Manager to help their global operations team ensure the highest service levels of availability of their mission-critical software services. This individual will be required to take accountability for any highly visible, complex, and SLA impacting issues that occur across the SaaS service offerings. This person will be the functional process owner for the Incident and Major Incident Management processes. They will also manage the incident process, through taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations. Ultimately, they will be accountable for the efficiency and effectiveness of the Service Delivery during the life cycle of the Incident for particular customers, stakeholder and business units. This is a great opportunity for an energetic and self-driven professional who wants to be a part of high impact team that is growing

Responsibilities and Tasks include:

* Attending war rooms to oversee and assess performance of the MIM chairing the war room in line with Incident Management process per agreement.

* Owning the Process governance and adherence -- calling out and educate/re-educate on process non-adherence.

* Taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations

* Act as a point of contact for all Major Incidents, when required.

* If required represents the first stage of escalation for Major Incidents.

* If required responsible for planning and coordinating all the activities required to perform, monitor, and report on the process during a live incident.

* Ensure the closure of all resolved and end-user confirmed Incident records

* Ensure traction and report daily on the progress of Problem Reports

* Provide guidance to the various support teams with regards to the incident process.

* Determine if an incident needs to be escalated according to priority and severity of the issue.

* Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective months.

* Meeting monthly with Service Managers to discuss process shortfall, improvements/new initiatives.

* Coordinating and chairing Major Incident war rooms during a live incident, must be able to take active lead in driving restoration of service.

Benefits: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Must Haves:

* 6+ years of Incident and Problem Management experience

o Experience coordinating and leading Major Incident war rooms during a live incidents

o Hands-on experience with deep analysis into Incidents, root causes, weaknesses, corrective actions etc.

o Experience providing guidance to the various teams with regards to the incident processes

o Experience escalating issues according to priority and severity

* Strong knowledge of Incident Management and Problem Management Best Practices

o Must be able to speak as to how they have implemented previously

* General Technical Background in Databases and Networking - solution the issue

* ITILv3 Foundation Certificate or higher

* Proficiency with Microsoft Office products, including Word, PowerPoint and Excel.

* Experience communicating technical updates to non-technical stakeholders.

o Must be approachable (Will have to work with a large variety of people including offshore teams)

* Must be self-driven and motivated to take initiative

* Bachelor's Degree

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