Role: - Incident Manager Client: - Credit Suisse Raleigh
ONLY: - EAD- GC, GC or US Citizen Mode of interview: - Phone and in person Duration: - long terms ROLE INVOLVES: The role involves the following responsibilities: • Leading work streams with IT stakeholders in defining and agreeing the principles for incident management process and data standardization. • Collaborating with the stakeholders in developing and prioritizing the book of work for standardization of incident management • Developing best practices in accordance to ITIL to support the principles for process and data standardization and seeking sign-off from the organization • Ensuring incident management practices relating to incident management and incident data management across the IT organization are harmonized and followed consistently • Developing a harmonized reporting framework and dashboard which can be used by the organization to track trend of incidents, identify areas of improvement in the process across the organization • Developing a data dictionary highlighting the key metrics to be measured and mechanism to measure them from the reporting data warehouse. • Driving requirements of ticket flow in the Incident Management tool (ServiceNow) to support the standardized incident and incident data management process and practices • Supporting normalization of data in CMDB to support consistent and transparent reporting across the organization. • Seeking opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation • Interact with the vendors to ensure incident management practices are consistently applied in resolving incidents thereby facilitating resolution of issues at Level 1 support. The Incident and Knowledge Management team is a central, global function with team members located in New York and Raleigh in the USA, in London and in Wroclaw. Despite the geographical diversity, the team is tight knit and reliant on close interworking across the team and with a large number of other teams across the Chief Technology Officer organization and also with Chief Information Officer organizations within the business lines. The team members are given discrete pieces of work that they are expected to lead and take responsibility for while being able to rely on support and supervision from others when required. Taking responsibility and then collaborating is key to success. QUALIFICATIONS: Essentials Skills and Qualifications: • Minimum 8+ years relevant experience • ITIL v3 Foundation qualification • Experience with ServiceNow tool (or very similar) with strong understanding of service management principles it supports • Demonstrable experience in ITIL functions & processes – specifically Incident Management • Prior experience in standardization of incident management practices at process, data, reporting and tool level • Data Analysis & Data Mining experience • Capability to identify and evaluate significant risks and identifying appropriate mitigation mechanisms • Effectively build partnerships and influence senior managers and stakeholders. • Capability of working in a complex and fast paced environment • Good knowledge of MS Excel, PowerPoint and Word • Confident professional and an ability to represent the team in meetings with Business and other IT groups • Strong organization and presentation skills • Good listening & spoken communication skills in English • Good at prioritization / categorization / investigation / resolution skills • Strong sense of ownership / responsibility / assertiveness / pro-activity Desired Skills and Qualifications: • Advanced ITIL qualification in Service Transition, Service Operation or Continual Service Improvement • Able to develop an end state vision for the process • Knowledge of the software development life-cycle • Basic knowledge of T-SQL querying and accessing Database engines • Advanced Excel skills (formulas, pivot tables and charts) • Prior experience with building self-services methodology for End-Users • Good project management skills durga du...@s3staff.com -- You received this message because you are subscribed to the Google Groups "USITCV" group. To unsubscribe from this group and stop receiving emails from it, send an email to usitcv+unsubscr...@googlegroups.com. To post to this group, send email to usitcv@googlegroups.com. Visit this group at https://groups.google.com/group/usitcv. For more options, visit https://groups.google.com/d/optout.
