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TPM - Incident Management

1 month ago

Menlo Park, United States Ekman Associates Full time

Ekman Associates is a management consulting firm that specializes in developing business, digital, and technology strategy, delivering solutions, and addressing human resource demands.

Summary:
The main function of a Technical Program Manager, Incident Management is to provide successful definition, implementation and delivery of complex technical programs that require cross-functional collaboration and technical domain knowledge.

Responsibilities:

§ Build and Lead cross-functional programs to deliver end-to-end solutions in partnership with enterprise infrastructure and networking engineering teams which solve various problems in technical and business domains (infrastructure/systems reliability, disaster recovery, business continuity, incident management, etc.)

§ Program-level strategic planning, interaction with executive level management, complex issue resolution, excellent communications and team building skills.

§ Oversight of project scope definition and management, requirements gathering and documentation, time estimating, project schedule development and tracking, project budget management, project status reporting, issue and risk management, contingency planning, customer interaction, and communications across multiple organizational levels.

§ Incident Management responsibilities

o Assist with incident response case management, including fact finding and investigations, follow-up and tracking of incident mitigation, ensuring the appropriate documentation of incidents

o Manage the weekly and monthly reviews scheduling / coordination while ensuring the leads presenting and managing the reviews are notified, prepared and confirmed for attendance

o Continually improve the efficiency and effectiveness of the incident response process and associated documentation.

o Track action items and tasks assigned to leads during the weekly reviews and follow up on completions

o Compile and produce regular and ad-hoc reports on incidents trends, insights and progress

Requirements

§ Bachelor's degree in a technical field such as computer science, computer engineering or related field required. MBA or other related advanced degree preferred.

§ PMP, PMI or CSM certification

§ Proven ability to learn business processes quickly and to work well with business partners at different levels within the organization

§ Technical domain knowledge distributed systems & infrastructure, scalable systems, reliability, resiliency, and disaster recovery

§ Project scheduling & tracking, customer interaction and management, implementation planning in large organizations

§ Demonstrated ability to be flexible/ adaptable in exercising judgment in a changing environment and to manage competing priorities

§ Proven ability to learn business processes quickly and to work well with business partners at different levels within the organization

§ Experience delivering technology and business application solutions in a large-scale, multi-platform systems environment

§ Experience with software development lifecycle

§ Self-starter with the ability to drive the successful definition, implementation and delivery of complex programs that require cross-functional collaboration and interdependencies across a group of projects and/or related activities.

§ Ability to communicate effectively across multiple organizational levels

§ Practical experience working with Incident Management and Program management processes and organizations

§ Proven ability to learn business processes quickly and to work well with business partners at different levels within the organization

§ Excellent and proven experience in data analysis, analytics, trends and associated data query languages and tools

Qualified Candidates Only: If you wish to learn more about this opportunity and additional qualifications/responsibilities, please submit your resume. To learn more about Ekman Associates, Inc. please visit our website at www.ekmanassociates.com