Randstad Incident/Problem Manager in Austin, Texas
Thursday, October 6, 2016
General Summary of Position:
The Incident / Problem Manager is part of the Digital Tech Application Support team which is responsible for managing incidents for new and existing products and providing first and second level of support. This position is responsible for Incident Management facilitation and communications, and ensuring that all major incidents are resolved within SLA. Additionally, this position will be responsible for ensuring that all root-cause analysis is documented for high severity incidents and delivered to the respective Product Owners and Account Managers. This position will interface with Product, Change, Release, Engineering, Marketing and Operations Management teams.
The Digital Tech Application Support team is dedicated to supporting the businesses digital brand experience by providing infrastructure solutions, integrating applications, monitoring performance and security issues, and automating software build and release capabilities. The ideal candidate will be a self-starter with a voracious appetite for learning new technologies, improving processes, collaborating across disciplines, and trying cutting edge solutions.
Work is performed in a 24/7 operations environment. Must be available to work weekends and holidays on an on call basis.
Manage incidents to resolution including escalations where appropriate.
Provide root cause analysis documentation to internal teams
Deliver root cause analysis documentation to Product Owners and Account Managers
Participate in product releases
Integrate support with production processes
Problem Management process KPIs
Single point of contact for all problem s status
Participate in Major Incident Reviews and drives root cause analysis exercises
Analyze normal incident workflow in the incident management system
Manage all major problems through final resolution
Track, prioritize and monitor progress on problem resolution
Provide communications during Major Incidents (technical and business calls)
Essential Job Functions:
Excellent customer service skills with a professional demeanor. Must at all times be able to communicate clearly with all levels of employees, external vendors and management teams
Excellent organizational, problem solving and project management skills
Ability to achieve specific results from little direction
Ability to work under pressure being adaptable and responsive to organizational requirements
Maintain high degree of self-motivation and independent decision making
Ability to work and derive creative and practical solutions to complex problems in independent work environment
Must have/Basic Qualifications:
3+ years of experience in a Product and Customer Support environment required
3+ years of experience with ITIL Incident and Problem Management required
3+ years of experience defining, implementing, and monitoring IT service level processes
3+ years of experience with ServiceNow and Jira
Exposure and familiarity with change, and release management
ITILv3 Certification or strong understanding of ITIL and Incident and Problem Management practices