Incident and Problem Manager

Incident and Problem Manager

Raleigh, NC/Hybrid - 3+ Months

Typical

Experience:

60-84 months

• 4-6 years of experience in Incident Management.
• Proficient understanding of ITIL principles.
• Experience with Service Now ticketing system.
• Knowledge of MS Office Suite including Outlook, Visio, PowerPoint, Excel, etc.
• Strong communication skills with the ability to interact effectively across all levels of leadership.

• ITIL certification is highly desirable.
• Previous experience in State Government is an advantage.
• Proven track record of developing and providing service level agreements and resolving IT incidents.

The Incident and Problem Manager is responsible for overseeing the incident management and resolution process within the IT service management framework. This role includes overseeing the prioritization and escalation of IT incidents, coordinating major incident responses, and implementing workarounds. The Incident Manager conducts trend analyses and rootcause analyses to identify areas for improvement.

In addition, the Problem Manager tracks IT incidents, conducts post-mortems after major incidents, and organizes the problem management team to perform root cause analysis. This dual role ensures that temporary fixes are not sufficient and that underlying issues are addressed to enhance the overall performance of IT services.

Communication is pivotal; liaising with supervisors/service owners/customers/others coordinating activities/reviewing work status/exchanging information/resolving problems is integral.

Establish and enforce incident response service level agreements in consultation with service owners and customer in the business to establish incident resolution expectations and time frames.

Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Regularly iterate on the incident management process using data gathered about the frequency and severity of incidents.

• Serve as an escalation point for major incidents, collaborating with support teams for resolution.
• Develop and maintain incident and problem management processes, ensuring adherence by all relevant personnel.

Design and enforce request handling and escalation policies and procedures.

Coordinate the transfer to the problem management process where necessary.

Track and analyze trends in incident reports while utilizing analytical methods to assess and enhance incident management performance. This includes generating statistical reports to inform proactive problem management and identifying underlying issues that lead to problems.

Assess need for any system re configurations (minor or significant) based on incident trends and make recommendations.

Oversee the development, implementation, and administration of incident & problem management training procedures and policies.

Oversee and improve the problem management process by seeking out and integrating best practices wherever possible.

Conduct root cause analysis meetings, including writing meeting agendas and facilitating the sessions.

Creatively implement a variety of root cause analysis techniques.

Work closely with Service Now platform team to implement policies and procedures finalized.