Command Center Situation Manager x 2 in St. Louis, MO at HUNTER Technical Resources

Date Posted: 1/2/2020

Job Snapshot

Job Description

JOB SUMMARY:
Our client is seeking an experienced IT professional to serve as an ITSM Incident/Problem Coordinator. You will be responsible for following the Incident & Problem Management processes and ensuring that the process activities and procedures are being successfully carried out, with the goal to minimize the impact of critical incidents that cannot be prevented, and maintain information about Known Errors and Workarounds. This is facilitated by driving high priority incident resolution efforts, root cause analysis, and problem remediation, ensuring the implementation of a permanent fix in the production environment with the focus of improving the availability of critical systems. The individual will provide leadership to various technical teams to guide them in their efforts during high priority ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework. The ideal candidate should have a passion for working with various groups and technologies and is technically creative in leveraging the boundaries of existing assets and personnel.

Job Description Responsibilities:

  • Act as a Major Incident Manager during Critical Incidents, Crises, and other broadly impacting events.
  • Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of Critical Incidents and initiating the Problem Management cycle.
  • Collaborate with architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and create action-plans for resolution.
  • Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets.
  • Record, coordinate, and report on progress of Problem ticket tasks from Post Incident Reviews, and RCAs.
  • Develop and enrich restoration procedures to mitigate future outages and business disruptions.
  • Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.

Metrics & Reporting:

  • Establish metrics and reporting with contributions from ITSM process owners.
  • Define critical success factors and key performance indicators (KPI) for the processes.
  • Track and analyze trends and generate statistical reports.
  • Perform trend analysis to anticipate potential problems for proactive resolution.
  • Provide reporting for audit and governance of processes.

Communications:

  • Write timely and accurate executive style technical communications. Providing detailed notes of highly visible production issues on a timely basis to senior management.
  • Send executive communications to a global audience providing accurate details of the incident and impacts to the business.

Qualifications:

  • Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience.
  • Three years of technology and related management experience, including IT Service Management experience.
  • Ability to build relationships across a diverse global organization.
  • Problem solving skills.
  • Strong communication and training skills
  • Minimum of 3 years of Incident/Problem Management Experience
  • Familiarity with System Development Lifecycle Methodology (SDLC)
  • Work in a dynamic changing agile environment with tight deadlines