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Incident Management Director, Network Operations Center

2 months ago

Dallas, Texas, United States Maxonic Full time
Job Summary

The Director of IT Operations, Incident Management will oversee and improve IT service management processes within the Network Operations Center (NOC) at Maxonic. This role involves managing incidents, problems, changes, and service requests to ensure efficient and effective IT service delivery.

Key Responsibilities
  • Oversee and improve IT service management processes, including incident, problem, change, and service request management.
  • Ensure adherence to IT service management policies and procedures across the NOC team.
  • Develop and maintain IT service management documentation, including process flows, policies, and procedures.
  • Lead the incident management process to ensure timely resolution of incidents and minimize impact on business operations.
  • Conduct root cause analysis for major incidents and implement corrective actions.
  • Maintain a problem management database and ensure known errors are documented and communicated to the NOC team.
  • Manage the change management process to ensure that changes are logged, assessed, approved, and implemented with minimal disruption.
  • Coordinate with relevant stakeholders to evaluate the impact and risk of proposed changes.
  • Ensure that changes are documented and communicated to all relevant parties.
  • Oversee the service request management process to ensure timely and accurate fulfillment of service requests.
  • Monitor service request queues and ensure that requests are handled within agreed service levels.
  • Monitor and report on key performance indicators (KPIs) related to IT service management processes.
  • Provide regular updates and reports to senior management on the performance of IT service management processes.
  • Identify trends and areas for improvement based on performance data.
  • Identify opportunities for process improvements and implement changes to enhance the efficiency and effectiveness of IT service management processes.
  • Lead initiatives to standardize and automate IT service management processes.
  • Stay up to date with industry best practices and trends in IT service management.
  • Provide training and guidance to NOC staff on IT service management processes and tools.
  • Ensure that NOC staff are aware of their roles and responsibilities within IT service management processes.
Requirements
  • Dallas based role only.
  • At least 21 years of age.
  • Proof of authorization to work in the United States.
  • Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
  • Must be able to obtain and maintain any certification or license, as required by law or policy.
  • Proven experience in IT service management, preferably within a NOC or IT operations environment.
  • Experience with IT service management tools such as ServiceNow, Jira, or similar platforms.
  • Strong understanding of ITIL (Information Technology Infrastructure Library) framework and IT service management best practices.
  • Excellent analytical and problem-solving skills.
  • Strong organizational and project management skills.
  • Effective communication and interpersonal skills.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.
  • ITIL Foundation certification (required).
  • Advanced ITIL certifications (e.g., ITIL Practitioner, ITIL Service Manager) are a plus.