Job Summary
Responsibilities: ¿ Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes and tools. ¿ Independently develop, analyze, manage and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the "in scope" ITSM processes ¿ Build and establish solid working relationships by providing timely, accurate and high quality information to peers, subordinates, upper management and/or customers. Builds and maintains a strong working knowledge of the business areas and builds strategic relationships ¿ Work with technical teams to identify improvement opportunities and ensure end to end success of the Incident Management process ¿ Increase speed and improve quality for IT Service Management support efforts through processes development and execution ¿ Manage weekly and monthly Service review meetings and provide data metrics to Leadership/ Stakeholders. ¿ Provided ultimate ownership and responsibility for end to end management activities for all Severity 1 & 2 incidents through support engagement utilizing technical bridges. ¿ Form and lead, and drove ad hoc Technical Recovery Teams to minimize business disruptions to clients. ¿ Document and track the timeline of events that occurred in the process to resolution for each of the major incidents managed and provided support for post mortem/root cause analysis. ¿ Manage notifications and impact/ status communications of all incidents to high level internal leadership and client while managing SLA's. ¿ Work directly with Incident Lifecycle Coordinators to provide initial incident response. ¿ Identify problems that cause incidents by identifying trends and potential Problem sources by reviewing Incident and Problem analysis. ¿ Identify problem trends and chronic issues, communicate with technology owners and facilitate plans of attack to ensure reduction of problems in the environment, eliminate defects, reduce impacts and drive efficiencies. ¿ Proactively identify training opportunities for other staff to execute on the organizations overall goals. ¿ Handle the tasks of developing, implementing and defining change management strategy. ¿ Perform initial analysis of Change Requests. ¿ Ensure that all production changes are processed according to Change Management policies and procedures. Ensuring Change Requests are fully completed and validated. ¿ Work with Requesters, Implementers, and Approvers to ensure the process is followed and to communicate process changes, resolve rejections and scheduling conflicts. ¿ Chairing Change Advisory Board (CAB) meetings on the implementation of Changes. Assessment of risk and business continuity, Change impact, resource requirements and Change approval. ¿ Ensure all risks and impacts have been assessed correctly and change approved by all parties in Change Management