Incident Manager
TradeStation Group, Inc
Heredia
hace 6 días
  • The statements requested below are intended to describe the general nature and level of work being performed by employees assigned to this classification;
  • they are not intended to be construed as an exhaustive list of all responsibilities.

    ESSENTIAL JOB RESPONSIBILITIES :

  • Coordinate and manage incident and problem management process activities
  • Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations
  • Escalation of risks and issues to the product owner and risk manager (if required)
  • Create and manage reporting (KPIs and customer SLAs) related to incident management and problem management
  • Assist the incident owners in driving Service Management best-practice and ITIL process standardization
  • Chair the incident and problem review meetings
  • Ensure consistent end-to-end application of the Incident Management process across the products
  • Responsible for outlining an improving incident process
  • Agree on issue definition, action plan and success criteria
  • Deploy training to targeted personnel as it relates to incident management and problem management
  • KNOWLEDGE, SKILLS & ABILITIES :

  • Good Communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations
  • Very good understanding of Incident Management, Problem Management and Change Management processes
  • Extensive knowledge of Process and IT service management concepts; ITIL Incident Control training preferred
  • Understanding of PowerBI or Tableau a plus
  • Assertive and able to manage internal client expectations
  • EDUCATION & EXPERIENCE :

  • Bachelor’s in Computer Science or Management Information Systems preferred
  • 3-5 years of experience working in technical high stress environment
  • Experience working in a large enterprise server environment
  • 2 years + experience as an Incident Manager in a DevOps operating environment
  • CERTIFICATIONS REQUIRED

  • ITIL Foundation certificate
  • Six Sigma Green Belt is plus
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