IT Incident and Problem Manager

» IT Incident and Problem Manager
Information Technology
in Austin
, TX
Reference: 19-02238

Description:

The IT Incident and Problem Manager will authoritatively and confidently coordinate the resolution of major IT incidents utilizing technical and business resources as necessary, including chairing SWAT calls and sending executive-style communications to IT leadership and customers. The IT Incident and Problem Manager will provide reactive root-cause analysis of IT problems and proactive trend analysis of IT incidents to identify corrective and preventative measures. In addition, the IT Incident and Problem Manager will act as an escalation point for the team for leadership and our business partners.

Key Duties and Responsibilities:

  • Facilitate daily operations calls to provide review of major incidents, emergency changes, upcoming production changes, and activities potentially impacting our IT services
  • During a major incident, initiate and chair SWAT calls and management bridge conference calls and drive incident to resolution as quickly as possible
  • Provide status updates to IT leadership and customers on current IT issues and actions being taken
  • Lead post-mortem investigations after each major incident
  • Analyze incident trend data to identify and eliminate root causes
  • Initiate actions to fix potential interruptions to service identified during proactive and trending analysis of IT incidents
  • Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT processes
  • Generate KPI reports to measure success of the incident and problem management process, trend analysis reports of recurring incidents, monthly metrics on outages and major incidents as mandated in our state reporting requirements, and other reports as required
  • Act as an escalation point for the team for our senior leadership or business partners
  • Working closely with management, implement initiatives that will improve process effectiveness and our customer experience executing the process
  • Act as a delegate for the Manager as needed
  • Perform other duties as assigned

Education:

  • A Bachelor’s degree in a related field
  • An Associate degree in a related field or graduate from a technical school in information systems or information technology or related field
  • Equivalent work experience with a total of 6 years managing IT incidents or problems in a healthcare organization

Work Experience:

  • 5+ years of experience in managing IT incidents or problems in a healthcare organization
  • Experience working with customers in a service desk environment or other IT support organization

Licenses and Certifications:

  • ITIL v3 Foundations certification

Skill Sets:

  • Demonstrated interpersonal/verbal communication skills
  • Demonstrated written communication skills
  • Demonstrated customer service skills
  • Ability to effectively present information and respond to questions from peers and management
  • Ability to multi-task
  • Demonstrated organizational skills
  • Demonstrated analytical skills

Technology:

  • Knowledge of Microsoft Word, Outlook, Excel, and Visio 
  • High-level knowledge of networking, Windows and UNIX operating systems, databases, application development
  • Experience working in a service management tool