***PM - 2 (Incident Manager) PM061318

Location: Cranston / Johnston, RI
Date Posted: 06-13-2018
Duration: 12 Months (possible C2H)
Location: Cranston, moving to Johnston in August (possible 1-2 remote)

Experience with ITIL and Excel and HP Service Management. Need to be able to report Root cause and complete final action so the problem will not re-occur. Will need to work along with teams that include IBM and Infosys, local and abroad.
Resource manages Infrastructure and Application issues
Currently client uses HP Service Manager but are moving to ServiceNow so experience with 1 or both tools is required
ITIL Foundations certification is a major plus
The Problem Manager opens up the Problem records and distributes them to the group and ensures they are solved.
Support third party support contractors.
IT organization consists of several thousand workers, multi-cultural and globally based.
Excel experience specifically charts, graphs and pivot tables
Experience with ITIL and Excel and HP Service Management. Need to be able to report Root cause and complete final action so the problem will not re-occur. Will need to work along with teams that include IBM and Infosys, local and abroad.
The IT Service Management Problem Manager is responsible for managing activities associated with IT Problem Management process and procedures, including, but not limited to: • Opens a Problem Record for SEV1 & 2 incidents • Attends Daily Incident Meeting • Assigns Problem Record • Facilitate Root Cause Analysis • Assists Problem Coordinators • Reviews all the problem records and ensures quality of RCA and action items • Performs Quality Audits • Manages Known Errors creation & maintenance • Responsible for the Weekly Problem Record Status Reporting The IT Service Management Change Coordinator is primarily responsible for managing the daily activities associated with IT Change Management process and related procedures. Specific responsibilities include but are not limited to: • Review IT Change requests to validate completeness and conduct impact & risk assessments • Partner closely with Change Owners and Implementers to mitigate identified risks and identify inter dependencies • Facilitate / participate in CAB meetings, taking relevant notes and following up on any questions / concerns raised • Coach Change Requesters and Owners on change record “In good order” criteria • Support change monitoring and status communication activities • Support timely change closure activities ensuring documentation accuracy and completeness • Actively contribute to process improvement efforts • Other duties as assigned The IT Service Management Major Incident Manager is primarily responsible to manage the process to restore normal IT service operation as quickly as possible to minimize the impact to business operations. Specific responsibilities include but are not limited to: • Coordinate all the activities on the major incident recovery bridge required to perform, monitor, and report on the service recovery process. This includes: • Document: o All troubleshooting and recovery actions taken o A chronology of events that can be used as evidentiary material for After Action Reviews and Executive Summaries o Any ‘parking lot’ items that may need revisiting before the bridge closes Example: Ensuring any service or system shut down during recovery is returned to service • Responsible for engaging Business Incident Management to determine business impact or to secure business line testing and validation • Identify the Technology Recovery Manager and ensure the technology recovery process is managed with proper urgency and effectiveness • Ensure all technology recovery stakeholders are engaged and actively pursuing a recovery plan • Send recovery update communications to appropriate stakeholders • Engage the appropriate Service Owner for awareness (generally within 20/30 minutes of engagement on bridge) • Ensure escalations to senior level leadership and management in a timely manner when impact or risk warrants (internal and external) • Keep the major incident recovery bridge focused on the recovery process. Remediate any deviation from the process to ensure timely recovery • Be the point of contact for all decisions, including emergency change approval • Ensure the Incident ticket is given the proper severity level, is in the correct status, and is assigned to the appropriate assignee and team • Ensure the responsible party for any follow up actions or root cause analysis is determined and documented in the incident ticket prior to ending the recovery bridge • Monitor and implement Change Management Checkout • Review incidents queues for any potential issues and accelerate escalation • Other duties as assigned
Thank you,
Doreen Daly
Sr. Recruiter
Frontier Systems Consulting, Inc.
617-630-1002
or
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