Incident/Problem Manager

Insight Global - Raleigh, NC

Full-time

Raleigh, NC

Administrative and Support Services

About the position

The Incident and Problem Manager is responsible for overseeing the incident management and resolution process within the IT service management framework. This role includes managing the prioritization and escalation of IT incidents, coordinating major incident responses, and implementing workarounds. The position also involves conducting trend analyses and root cause analyses to identify areas for improvement, ensuring that temporary fixes are not sufficient and that underlying issues are addressed to enhance the overall performance of IT services.

Responsibilities

• Oversee the incident management and resolution process within the IT service management framework.
• Coordinate major incident responses and implement workarounds.
• Conduct trend analyses and root cause analyses to identify areas for improvement.
• Establish and enforce incident response service level agreements in consultation with service owners and customers.
• Analyze performance of incident management activities and devise solutions to enhance service quality.
• Regularly iterate on the incident management process using data gathered about 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.
• Track and analyze trends in incident reports and generate statistical reports for proactive problem management.
• Assess the need for system reconfigurations based on incident trends and make recommendations.
• Oversee the development and administration of incident & problem management training procedures and policies.
• Conduct root cause analysis meetings and facilitate the sessions.
• Work closely with the ServiceNow platform team to implement finalized policies and procedures.

Requirements

• 4-6 years of experience in Incident Management.
• Proficient understanding of ITIL principles.
• Experience with ServiceNow 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.