Job Information
TEKsystems Major Incident & Problem Management in North Chicago, Illinois
Our client is a globally renowned biopharmaceutical company dedicated to discovering and delivering innovative medicines to solve serious health issues. As an Incident Manager, you will play a crucial role in a safeguarding the company's operations and reputation by effectively managing and resolving incident response process, coordinate cross functional teams, and ensure timely resolution to minimize disruptions and mitigate risks.
Description:
• Provides Major Incident Management and Problem Management services as part of the Incident Command Center team.
• Supports other Incident Command Center initiatives designed to drive down the impact of incidents, prevent the occurrence/re-occurrence of incidents, and promote production stability.
• Supports continuous improvement efforts for Major Incident and Problem processes.
• Applies knowledge of IT high-level architectures, ITIL practices, Managed Service Providers, and/or operations teams to drive resolution of Major Incidents and technology Problems.
• Establishes plans and processes to ensure that all required technology support resources are aligned and available when needed.
• Monitors process activities and uncovers risks and issues to ensure production stability.
• Provides oversight for Major Incident Management service to ensure execution activities are defined and planned and resolution targets are met.
• Ensures Major Incident and Problem Management processes are planned and executed using current standards, methodologies, tools, and processes and follows rules for requesting exceptions, where justified, to achieve department priorities.
• Provides strategy, governance and oversight of the Major Incident and Problem Management processes to ensure alignment with department priorities.
• Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams.
• Maintains productive relationships with colleagues and internal users of our department services.
• Manages to our critical success factors (CSFs) and key performance indicators (KPIs) associated with Major Incident and Problem Management.
• Creates weekly presentations on Major Incident and Problem metrics and key insights.
• Identifies opportunities for improvement of process and metrics reporting.
• Adheres to applicable policies and procedures and follows best practices.
Qualifications
Bachelor's degree in Information Technology, Computer Science, or Computer Engineering. Equivalent experience is defined as 6 years combined experience in the above areas.
Experience in IT engineering and/or IT infrastructure.
Project management experience desired.
Foundational knowledge of ITIL framework and Service Operations (Major Incident Management and Problem Management)
Knowledge of ServiceNow or other ITSM tools desirable.
General technical knowledge.
Ability to document incidents and manage technical bridge calls.
Work Schedule
• 11PM to 8AM CST Sunday-Thursday
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.