ITIL Incident/Problem Manager

3 weeks ago

St Louis, Missouri, United States Futran Tech Solutions Pvt. Ltd. Full time
Job Title: ITIL Incident/Problem Manager

Futran Tech Solutions Pvt. Ltd. is seeking a highly skilled ITIL Incident/Problem Manager to join our team. As a key member of our IT service management team, you will be responsible for ensuring that our IT services are delivered efficiently and effectively.

Key Responsibilities:
  • Develop and implement incident response procedures to minimize the impact of severe incidents
  • Enforce Incident Management policy and processes, and notify participants when standards and procedures are not being followed
  • Review and analyze Incident Management metrics and report to leadership
  • Monitor the effectiveness of Incident Management and drive improvements
  • Monitor the functionality of Incident Management systems and applications
  • Ensure that all appropriate groups are working on restoring service in a timely manner
  • Notify, escalate, and communicate to leadership and impacted stakeholders the existence of service impacts when required
  • Maintain and manage 24x7x365 coverage of severe incident response
  • Ensure timely and accurate handoff of problem and outage records
  • Train stakeholders in incident management policies, processes, and procedures
  • Address shortfalls to service levels and identify and correct process gaps
  • Coordinate all continuous improvement activities
  • Analyze data, predict trends, and themes
  • Audit the completeness and accuracy of all incidents using the ServiceNow Platform
  • Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
  • Identify problems through the review and focus on optimizing processes
  • Collaborate with subject matter experts to refine operating processes and procedures to deliver and maintain service more efficiently
  • Ensure problem progress through the Problem Management process in a timely and prioritized manner
  • Ensure problem management information reflects accurate errors and is complete
  • Maintain inventory of problems under analysis and their current progress and status
  • Analyze and coordinate inter-organization responses and troubleshooting activities arising from critical/high incidents
  • Manage and maintain information stored in the problem database
  • Owning monitoring and incident/problem reporting for status reports to management
  • Oversee scheduling root cause analysis meetings and lead all RCA calls
Requirements:
  • Bachelor's degree in Computer Science, IT, MIS, or related field; or equivalent work experience
  • 3-5 years of relevant experience
  • 5+ years of technical operations/support experience with proven knowledge of and experience working with ITIL or ITOM frameworks
  • 3+ years of experience with event monitoring and/or incident/problem management, including setting-up monitoring thresholds and views
  • 5+ years of broad technical experience with proven expertise in a majority of the following areas: servers, networks, hardware, operating systems (Windows, Linux, Kubernetes), virtualization software, middleware, and related base build infrastructure and software
  • Experience and subject matter expertise in the web, distributed computing, or cloud environment, as well as mainframe experience is a plus
Preferred Qualifications:
  • Excellent problem detection and determination skills in multiple functional infrastructure/application areas
  • Proven organizational skills to successfully lead and influence cross-functional teams without a direct line of authority
  • Proven ability to identify opportunities for improvement to configurations, procedures, and process, enabling greater availability & capability
  • Strong written and verbal communication skills with experience creating, championing, and maintaining processes, procedures, and policies
  • Experience working in the financial services industry or other similar, highly regulated environment
  • ITIL Foundations certification is a plus
  • Experience working in the ServiceNow Platform

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