Major Incident & Problem Management: Duty Manager

Spectraforce Technologies
United States, Illinois, North Chicago
Jan 02, 2025
Title: Major Incident & Problem Management: Duty Manager Location: Remote Duration: 12 Months (possible extension ) Shift: Sunday - Thursday 2nd shift hours ~4pm - midnight. Intake Call Notes: Years of experience/education and/or certifications required: Bachelor's degree in Information Technology, Computer Science, or Computer Engineering OR 6 years of equivalent experience What are the top 3-5 skills requirements should this person have? Major Incident Management experience Problem Management experience IT generalist experience Good writing and communication skills ServiceNow or other ITSM tools required What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification? ITIL experience / certification Experience managing ITIL Service Operations processes e.g. Incident and Problem Ability to run a meeting / document the meeting activities Basic IT infrastructure knowledge Job 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 Client's 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.