This position reports to the VP Service Management and Delivery, and leads the Incident, Problem, and Change Management team. This leader will be responsible for driving the Incident/Problem/Change Management process for systems that are complex, and highly visible technology incidents, from declaration to service restoration. The individual is expected to act as a team lead and fulfill the role of a Critical Incident Manager as needed. This leader will oversee scheduling, training, and ensure the team is following process and achieving service levels. In addition, they will indirectly supervise other teams that closely partner with the Incident/Problem/Change Management team to help restore service in a timely manner. This role will coordinate with a wide array of stakeholders in affected departments & business units to effectively support the incident/problem/change management process. In addition, this leader will assist with developing and documenting department operating procedures related to the major incident management process. The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents to ensure they are properly categorized with respect to actual and potential impacts. This leader will conduct internal reviews on all major incidents, with the Leadership team.
Bachelor's degree in Computer Science, Business Administration or equivalent.
Minimum seven years' professional experience in an IT environment with at least three years of leadership experience in an enterprise environment
Computer Operations leadership experience
Experience building out an ITIL based Incident/Problem/Change process and establishing KPIs internally and across third party providers
Knowledge of incident management and help desk operations
Knowledge of project, change, and relationship management principles and practices
Knowledge of management principles and best practices
Familiarity with job scheduling tools
Flow charting and/or job modeling tools
Advanced proficiency in MS Office
Ability to read and understand contracts and negotiate compensation and contracts
Ability to coordinate diverse groups of people outside of direct of command
Negotiation skills within organization and with service providers or other outside entities
Strong Customer Focus and Mindset
Strong oral and written communication skills
ITIL or similar certification a plus
Knowledge of the ServiceNow platform highly desired
JOB DUTIES (include but are not limited to):
Guide the organization's pursuit for IT process improvement through the ITIL framework.
Drive continuous improvement initiatives to close gaps and increase ATN's process maturity across the ITIL life cycle processes, including, but not limited to, incident, problem, change, configuration, and deployment management.
Responsible for the tracking and reporting of problems, driving problems to timely resolution, and escalating open issues.
Responsible for reviewing root cause analysis to ensure proper countermeasures are being enabled so that problems will not recur. Responsible for tracking to ensure identified countermeasures are implemented.
Responsible for actively promoting and leading process improvements to ATN's Incident, Problem and Change process.
Align areas of responsibility with corporate strategy and objectives to promote efficiency and optimize productivity.