Job Description

As part of the ITSM team, you will be working in the following areas:

• Incident Command (IC) – In this position, you will be responsible for leading teams to the resolution of Major Incidents.  As the IC, you will be communicating with stakeholders.  Ensure the stakeholders are aware of the progress.  Track all tasks that are in motion and completed to ensure there are no conflicts.  Remove or resolve any obstacles that come up during the investigation.  Once the issue is resolved, generate an Incident Review document of the outage that will be used in the Problem Management process.
• Problem Management (PM) – As the PM, you will schedule Post Incident Reviews (PIR).  During the PIR, you will work with the resolution team and the stakeholders for the product.  You will review what happened during the incident.  Determine what went well, and what gaps or issues that need to be corrected and implemented to permanently resolve the issue.  You will generate Problem Tickets, assigning them to the appropriate Problem Owner and track them to completion.  At the completion of the PIR, you will generate a Post Incident Review that documents all findings and Problem Records created.
• Change Management (CM) – As the CM, you will host the Change Advisory Board (CAB) and Emergency Change Advisory Board (eCAB).  During these meetings, you will review all change tickets with the Change Owner/Advocate and the product stakeholders to ensure all information and the required fields are completed.  Validate that there are no conflicting changes going on at the same time and all personnel needed (Implementor and Testers) are available during the change window.  Once the change is completed, you will review the ticket to ensure all information is correctly documented.  If a change failed or had issues, you will hold a Post Change Review (PCR) to review what happened during the change and document any follow up actions that need to take place to correct the issue.

Qualifications

• Incident Command experience of 5+ years
• Problem Management experience of 3+ years
• Change Management experience of 3+ years
• Leadership skill – You need to be able to lead groups from multiple platforms
• Communication skill – You need to be able to talk with Subject Matter Experts (SMEs), Stakeholders and Senior and Executive Leadership.  (Verbal and written formats)
• ITIL Foundations v3 or higher
• Rotating On Call work will be required