Engineer III - Major incident and Event Manager:

The responsibilities of IT Engineer III, Technology – Major Incident and Event Manager include the following:

• Undertakes immediate efforts to ensure effective and rapid response and restoration (Crisis/ P1 / P2)
• Advocate for Tier 2 and Tier 3 technical teams, and business units
• Researches, identifies, and proposes viable solutions for major incident process
• Perform incident management functions per Information Technology Infrastructure Library (ITIL) and serves as the incident owner throughout the lifecycle
• Research issues and escalations, convening escalation bridges with appropriate Tier 2 and Tier 3 groups as necessary
• Develops, tracks, and presents key Incident Management metrics
• Deconstructs major incidents to identify issue lifecycle versus root cause
• Coordinates identification and resolution of major incidents with resolvers
• Obtains and documents accurate updates on the work being done to resolve the outage
• Documents/updates appropriate communications, phone portals and service portals wherever applicable during outage
• Coordinates the logistics around and conducts related audits of major incidents, including sample selection, documentation, and communication of results. Ensures compliance with requirements, processes, and procedures. Ensures timely completion, management, and control of deliverables.
• Ensures conformance to and provides high level of expertise on incident tool(s), knowledge management tool(s) and quality management tool(s), processes, and procedures
• Performs as technical evaluator for support plans and Knowledge Articles for known issues. Reviews and makes recommendations of improvements to knowledge management documentation.
• Contributes analysis and documentation to Known Error Database
• Interprets and implements incident standards and requirements
• Adheres to and maintains high levels of expertise in all incident management support processes, procedures, and expectations established by management.
• Assists with the updating of SOPs, work instructions, checklists, and various other documents.
• Accountable for supporting the strategic planning and design of the Monitoring & Event Management framework.
• Ensure the integration, correlation, and consolidation of events across domains is standardized and centralized in the global event management platform (AIOps) with respect to the published architectural and process standards.
• Identify opportunities for standardization and process improvement, with goal of enhancing the customer experience.
• Proactively collaborate with all service owners (esp. CX, Domains and Managed Service Providers) to ensure that the event management framework meets the expectations of all key stakeholders, creates value, and drives effective decision-making and continuous improvement of services and service components.
• Proactively identifies training opportunities to execute on the organization's overall goals
• Meets or exceeds all Goals and Objectives and Service Level Targets
• Provides input to senior team members regarding outage related actions/activities
• Work on-call hours that would include 24/7 coverage per the SOPs

Part E: MINIMUM REQUIRED QUALIFICATIONS TO PERFORM POSITION

Experience Requirements

7 + years of experience in Critical Incident Management

5 years of experience in ITIL Event Management

Demonstrated experience using ServiceNow ITSM (Incident, Major incident and Event Management) products

A solid understanding of ITSM with practical experience designing, implementing, and supporting ITIL improvements

Educational Background

Bachelor's degree in Computer Science, Information Management or similar technical field from an accredited institution required.

Significant experience may be considered in lieu of degree: In lieu of a Bachelor's degree, a minimum of sixteen (12) years of relevant work experience is required.

Professional Certification

ITIL v3 foundation or higher

Knowledge

Knowledge of:

Major ITSM processes including Critical Incident management, Problem management, Event Management and Request Management

- Current business practices and computing systems, IT development methodologies and operations.

- Program and project management and planning, process mapping

Understanding of:

Healthcare issues, information systems, management issues, and current trends.

Conceptualizing business strategies while implementing information systems and technology strategic direction

Skills

- Highly tenacious, combined with high stress resistance

- Uses logic, methods, and tools to solve problems with effective solutions

- Ability to coordinate and drive conference calls

- Excellent organizational and time management skills

- Displays basic Project and Problem Management skills and abilities

- Ability to recognize errors and correct to meet organizational standards

- Ability to troubleshoot problems and work with other groups to find solutions

- Extremely detail oriented

- Capability of multi-tasking, managing multiple events simultaneously

- Proven ability to analyze and report on various levels of data and metrics

- Ability to follow outlined processes and procedures

- Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization

- Ability to follow verbal and written instructions

- Ability to work independently with little supervision

Abilities

Proven ability to:

- Be a subject matter expert with a hands-on approach in a complex fast-paced business environment.

- Present issues and challenges in senior management forums.

- Work with a team of professionals from various disciplines.

- Lead through times of change, disruption, and growth.

Commitment to Team Culture

The COMPANY Team environment requires a Team Member to participate in the COMPANY Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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