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Please find the below requirement. Thanks.!!! *Job Title: 6252-1: Project Management – Major* *Location: CLEMSON, SC* *Duration: 6 months+* Incident and Problem Manager SCOPE OF THE PROJECT: This is an ongoing effort with multi-tier application environments that requires modern technologies, technical practices and substantial collaboration with a variety of stakeholders. The Manager, Incident and Problem Management will establish a strong presence as a change agent providing innovative, effective, and efficient leadership and stakeholder support in these important areas. The Manager, Incident and Problem Management leads operations for Incident management and Problem management. These responsibilities include facilitating critical incident recovery events, monitoring overall incident trends, driving post incident analysis, and helping production operations to increase uptime, stability, and recoverability of their environments. The Incident process requires ability to drive a troubleshooting effort to a timely restoration of service, while also communicating status to senior business and technology management. The Problem process drives root cause analysis and preventive measures. Both processes require the ability to lead discussions composed of infrastructure and application teams to arrive at agreed upon steps and solutions. Primary responsibilities will include the following: • Managing the efficient resolution of daily IT-related incidents that impact the systems and services • Driving the efficiency and effectiveness of the incident management process • Producing management reports and metrics • Monitoring the effectiveness of incident management and making recommendations for improvement • Developing and maintaining the incident management system • Driving, developing, managing and maintaining the major incident process and associated procedures. • Reviewing and auditing the process This role is expected to lead and contribute with minimal supervision and be self-motivated. This individual must be a strong collaborator, working well with others, and understanding top-level goals and objectives and driving toward them. Experienced leaders with a proven ability to transform organizations, processes and information technology are ideal fits and experience with large transformative information. The State seeks a skilled professional with a deep level of Incident and Problem Management experience who can work independently and alongside project team members, State agency representatives and all impacted Third Party vendors. The following duties will apply for this position: • Assist in the day-to-day operations of the IT Service Management (ITSM) Incident Management process, including adherence, escalation, and reporting with the objective of maintaining a stable production environment. • Ensure the execution and enhancement of the Incident Management process within the process SLAs, by globally monitoring incident tickets. • Manage crisis events for significant incidents by coordinating technical resources and by managing recovery efforts, and communicating to all levels of IT and Sr. business management. • Identify opportunities based on lessons learned during recovery efforts; propose actions to be assigned and assign as appropriate. • Provide on-call fire-call support when necessary and manage the team rotation; • Maintain process documentation and look for ways of automating process; provide assistance, oversight and training to the process team and overall IT staff. • Facilitate and publish status for a daily operational review meeting; • Drive Problem Management process specific meetings (e.g. post incident analysis/post-mortem) and document finding appropriately. • Data mine incidents (and any other relevant data) for proactive Problem Management systemic trends and problem tracking. • Maintain process documentation for process team and users. • Provide project support and guidance for problem resolution efforts requiring more rigorous facilitation; • Manage through metrics; provide regular reporting on the state of the overall process both for internal ITSM and external partner consumption; • Work with Service Owners on continual service improvement opportunities • Support the above duties using and improving the processes and tools. • Drive a technical Tiger Team to take a broader view of an infrastructure or operations environment focusing on improving stability, recoverability, reporting, and monitoring. • Develop, execute and coordinate all the activities required to perform, monitor, and report on the Incident and Problem Management processes. • Remediate any deviation from process or missing process for the department • Effective implementation of the processes related to “Incident Management” and carries out the respective reporting procedure • Decides progression through state of escalation for Incidents • Identify, initiate, schedule and conduct incident reviews • Ensure the closure of all resolved and end-user confirmed incident records • Real Time and continuous follow-up with support teams for incident resolution. REQUIRED SKILLS (RANK IN ORDER OF IMPORTANCE): • 5+ years’ experience in Incident and/or Problem Management • 10+ years’ experience in IT networks, Virtual environments, Databases, and Storage • Must possess a strong knowledge of IT ticketing systems. • Excellent verbal and written communication skills. • Strong working knowledge of ITIL Incident and Problem management processes. • Ability to make decisions at the appropriate time • Experience reviewing business deliverables and providing feedback and direction • Highly-developed analytical skills • Excellent interpersonal skills • Impeccable integrity • Detailed oriented • Strong Customer Service • Team player who has the ability to work effectively with all levels of Management • Strong Leadership abilities that can guide a help desk/incident management team PREFERRED SKILLS (RANK IN ORDER OF IMPORTANCE): • Commercial insurance and/or health care data experience • Programming knowledge is a plus • Project Management skills are a plus • Public sector experience is a plus. REQUIRED EDUCATION: A bachelor's degree in computer science or related technical field. *Skills:* *Category* *Name* *Required* *Importance* *Level* *Last Used* *Experience* Administrative Interpersonal Skills Yes 1 Expert Currently Using 6 + Years Administrative Problem Solving Skills Yes 1 Expert Currently Using 6 + Years Administrative Verbal Communication Skills Yes 1 Expert Currently Using 6 + Years Administrative Written Communication Skills Yes 1 Expert Currently Using 6 + Years IT Administration Ticketingsystems Yes 1 Expert Currently Using 6 + Years Miscellaneous Analytical Skills Yes 1 Expert Currently Using 6 + Years Miscellaneous Database Administration Yes 1 Expert Currently Using 6 + Years Networking & Directories INCIDENT MANAGEMENT Yes 1 Lead Currently Using 6 + Years Networking & Directories IT network, virtual environments, Database, and storage Yes 1 Currently Using 6 + Years Program Management Project Management experience Yes 1 Lead Currently Using 6 + Years Program Management Supervisory Leadership Experience Yes 1 Lead Currently Using 6 + Years Specialties ITIL Incident and problem management processes Yes 1 Currently Using 6 + Years Specialties Problem Management Yes 1 Lead Currently Using 6 + Years *Additional Skills:* Must posses the following: • 5+ years’ experience in Incident and/or Problem Management • 10+ years’ experience in IT networks, Virtual environments, Databases, and Storage The Manager, Incident and Problem Management will establish a strong presence as a change agent providing innovative, effective, and efficient leadership and stakeholder support in these important areas. Acha Integrated Technology Services Inc., Direct: 703-246-1570 || Email: a...@its-incorp.com ------------------------------------------------------------------------------------------------- 1033 Sterling Road, Suite 205, Herndon VA 20170-3838|| www.its-incorp.com ------------------------------------------------------------------------------------------------- E-Mail is the best way to reach me. <http://www.linkedin.com/in/achaayyappavarma/> -- You received this message because you are subscribed to the Google Groups "Business_Intelligence" group. To unsubscribe from this group and stop receiving emails from it, send an email to business_intelligence+unsubscr...@googlegroups.com. To post to this group, send email to business_intelligence@googlegroups.com. Visit this group at http://groups.google.com/group/business_intelligence. For more options, visit https://groups.google.com/d/optout.
