Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Major Incident Response Problem Manager

Expired Job

Zebra Lincolnshire , IL 60069

Posted 2 months ago

Overview

Zebra Technologies Corporation is seeking an Incident and Problem Management process leader for location in our Lincolnshire, Illinois office. The selected candidate will ensure operational teams are executing support roles aligned with ITIL practices and internal goals.

In this role, the person selected will deliver leadership with Zebra IT's incident and problem management processes aligned with ITIL best practices as well as being directly responsible for Major Incident Management coordination and messaging.

Responsibilities

  • Standard Incident Governance - Inspect and measure incident delivery through the analysis and reporting of key process related metrics. Identify patterns and systemic process issues with standard incident management delivery and follow up appropriately. Engage with Zebra support teams to maintain a consistent, effective operational process for incident resolution.

  • Major Incident Delivery Selected candidate will be the point of escalation for incidents critically impacting Zebra business operations (Major Incidents) during North American daylight hours. In the major incident role, the position requires: quickly issuing outage alert notifications, ensuring support teams engage on a collaborative resolution conference call, driving for service restoration with team members, communicating regular status updates, and documenting Major Incident time line and business impact. Role requires being on-call outside some standard North American business hours.

  • Standard Incident Reporting Produce monthly and quarterly reports on incident management delivery using KPIs. Metric reports are key to assessing performance and delivery of Zebra support teams.

  • Problem Management Initiate Problem Management process following Major Incidents and coordinate weekly Major Incident reviews. Contribute to Root Cause Analysis (RCA) investigation as appropriate. Track and report upon defined corrective actions.

Qualifications

Qualified candidates should possess:

  • Strong focus on customer satisfaction

  • Able to prioritize and execute tasks in a high-pressure environment. Strong track record of initiative, high performer, ability to work independently, and comfortable in a fast paced environment.

  • Able to demonstrate first-hand operational work experience with incident management delivery, methodologies, and professional tools

  • Minimal 7 yrs. of incident or problem management experience in a medium to large enterprise.

  • Minimum 3 years experience with Major Incident delivery - strong background with coordinating cross-functional response to major, high impacting disruptions.

  • Ability to be on-call for Major Incident delivery outside of some standard business hours.

  • Ability to communicate effectively amongst IT technical teams, IT leadership and Zebra business team members.

  • Experience working with ITIL principles (certification a plus)

  • Possess excellent written and verbal communication skills

  • Minimum of 1 year experience with ServiceNow

  • Strong knowledge and experience in excel functionality and reporting (formulas)

  • Bachelor's Degree in software engineering, computer science, or business administration and/or equivalent work experience.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Inside Sales Account Manager (Scanner Specialist)

Zebra

Posted 5 days ago

VIEW JOBS 11/16/2018 12:00:00 AM 2019-02-14T00:00 Overview Independently, and as part of a team, takes ownership of assigned end-user prospects and customers in assigned territory and develops and executes sales strategy. Pursues existing and/or prospective mid-market customers to sell Zebra's full line of direct scanning products. Identifies products and/or services that can benefit customers' needs. Works as part of a team along with a field-based Territory Account Managers. Responsibilities * Responsibilities * Generates awareness and demand for Zebra's scanning technology through proactive customer outreach * Teams with field-based account managers to serve as subject matter expert on Data Capture Scanners (DCS) * Works independently to identify sales opportunities and works directly with end user customers or through reselling partners * Understands and can articulate how scanners are used in Zebra's major vertical markets including retail, healthcare, manufacturing and transportation and logistics (T&L) * Responsible for individual revenue attainment * Has solid understanding of Zebra products/services sold * Understands and explains how Zebra solutions can help customer's business results; obtains profitable revenue growth via value proposition vs. competition * Applies Solution Selling concepts to customer situations * Understands basics of customer needs and/or business and drivers of Zebra; presents product characteristics (features/benefits) * Understands competitive strengths and weaknesses * Uses full knowledge of customer's business and market economics/trends to position effectively versus competition * Understands and responds to customers' technical questions * Creates and delivers high impact sales presentations and highly capable of product training * Expected travel is 25% (minimum) Qualifications * Bachelor's degree or equivalent experience * 2-5 + years of applicable experience, preferably in a sales-oriented professional setting * Experience in hardware technology preferred, but not required * Proven track record of consistently achieving or exceeding quotas using a consultative/solution selling approach * Self-starter, influencer, strategic and analytical * Driven/ goal-oriented with a healthy balance of being both competitive and team-oriented * Excellent communication and interpersonal skills (written and verbal) * Excellent time management skills * Ability to manage multiple projects and priorities simultaneously * General technical understanding and enthusiasm for continuous learning Zebra Lincolnshire IL

Major Incident Response Problem Manager

Expired Job

Zebra