Incident Manager

W2 ONLY - MUST BE LOCAL TO THE RICHMOND AREA - NO CORP TO CORP - NO 3RD PARTIES

The Incident Manager (Service Management) will focus on implementation, management and continuous improvement of processes to ensure appropriately controlled and documented IT environments. The scope of this role includes focus on continuous improvement of configuration, incident, problem, change and service level management activities.

• Management of high priority major Incidents within complex environments; engaging, focusing and driving internal and external resolver teams to efficiently restore service and communicating during major Incidents to stakeholders across the company.
• For high risk changes, performs impact and risk analysis to ensure the risks/impacts to customers and services are thoroughly understood.
• Manage problem management lifecycle, including assembling the relevant stakeholders, establishing the root cause, and ensuring senior IT leadership is apprised of progress and recommendations for closure.
• Proactively monitors and reviews Incident tickets to identify patterns and in partnership with the Service Owner create problem records to be researched.
• Provides training and guidance on all ITIL and ITSM processes used within Markel.
• Performs detailed analysis of process compliance across all of IT and works to continually improve the maturity and adoption of ITIL and ITSM processes within Markel.
• Monitors and reports on Service Levels across all relevant processes and presents findings and recommendations to Sr IT Leadership.

• Able to develop and convey a point of view in plain language based on audience.
• Experience building relationships and are trusted advisors to IT and business partners.
• Delivery of high-quality presentations.
• Demonstrated ability to identify, collect and analyze data to improve performance in one or more process areas.
• Strong organization and time management skills.
• ITIL v3 or v4 Foundations required; additional ITIL certifications preferred.
• Familiarity and certification on IT and business governance frameworks such as COBIT and SOX.
• Service management experience and leading service management process domains.