*Position: Incident Manager*

*Location:* *Woonsocket, RI / Scottsdale, AZ / Dallas, TX /Cleveland OH*

*Duration: 12 Months*





*Job Description:*

End-to-end management of the Incident and Problem Management functions.
Responsible for leading support teams to restore services as quickly as
possible for application and business service outages and then working to
identify the root-cause as quickly as possible. This role requires leading
and managing decentralized resources often across the country and steering
them to quickly resolve business impacting outages. The role also requires
a deep understanding of IT technologies and problem solving capabilities to
coach resources and teams towards finding the correct root cause and a
detailed and effective mitigation plan to ensure the underlying cause of
the issue does not reoccur.
Actively participate in company-wide continuous process improvement
projects in the incident, problem and change control areas by leading and
providing the data and information needed to help drive them to a
successful conclusion. Measure the effectiveness of improvements and
provide management visibility to such improvements through high level
reporting. Coordinate program efforts with division management and lead
associated steering committees.
The ideal candidate will be action oriented, comfortable in dealing with
ambiguity, have a detailed and in-depth quantitative and qualitative
background, be creative, have solid conflict management skills, be customer
focused, know how to build peer relationships, be able to both plan and
execute on strategic objectives, and be both operationally and technically
proficient. The candidate should be able to effectively demonstrate these
skills at all levels of the company



*Required Qualifications*

·         5+ years of IT experience

·         3+ years of experience in IT Incident Management

·         Excellent communication (oral, listening and written) skills.

·         Ability to facilitate the adoption of Incident/Problem/Change
Management Process within an IT environment.

·         This role is on call in the evenings one week per month.

·         A high level of knowledge of network systems/infrastructure
management and process methodologies and practices.

·         Strong knowledge of architecture and systems administration
processes for UNIX, Linux, MF-Zseries, iSeries, and Microsoft Systems.

·         Experience in Root Cause Analysis and data collection

·         Knowledge of 5 Why's Methodology of root cause analysis

·         Ability to interact with all levels of management both inside and
outside of IS, to include vendor interactions



*Preferred Qualifications*

·         ITIL, IT Service Management, Kepner Tregoe

·         Excellent communication (oral, listening and written) skills.

·         Ability to facilitate the adoption of Incident/Problem/Change
Management Process within an IT environment.

·         This role is on call in the evenings one week per month.

·         A high level of knowledge of network systems/infrastructure
management and process methodologies and practices.

·         Strong knowledge of architecture and systems administration
processes for UNIX, Linux, MF-Zseries, iSeries, and Microsoft Systems.

·         Experience in Root Cause Analysis and data collection

·         Knowledge of 5 Why's Methodology of root cause analysis

·         Ability to interact with all levels of management both inside and
outside of IS, to include vendor interactions.





*Thanks & Regards*



*Ajeet Dwivedi*

(IT Recruiter)


Email: ajeet.dwiv...@nityo.com

Gtalk: ajeetitrecruiter

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