Incident Management Specialist
hace 1 semana
About the Opportunity:
We are seeking a highly skilled Incident Management Specialist to join our team at Ellucian. As a key member of our Global Support and Cloud Business Units, you will play a critical role in leading, facilitating, and reinforcing ITSM incident management.
Key Responsibilities:
- Lead and facilitate ITSM incident management, including response and rapid identification and resolution of business or service impacting incidents.
- Perform root cause analysis and work collaboratively across the Global Support and Cloud Business Units to identify areas of improvement in policies, procedures, reporting, communication, ITSM practices, and training.
- Implement new tools and/or procedures while continually focusing on the overall Business Units' needs and goals.
- Ensure competent and reliable adherence to critical process and procedure, and appropriate escalations in support of production incidents.
- Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
- Ensure that Incident records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.
- Assist in postmortem incident review process with stakeholders, driving towards root cause identification, potential corrective actions, and creation of executive summaries.
- Priming appropriate materials and follow-ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
- Actively participate and drive incremental improvements to our Incident Runbooks through process creation, tool building, and participating in post-incident reviews.
- Be an ambassador of the Ellucian Cloud team by engaging in a culture of continuous learning of Cloud products and services, current and future productivity tool sets, and ITIL/ITSM policies and best practices.
- Help champion the Ellucian Global Support and Cloud operational policies and best practices through coaching and education to promote effectiveness and consistency in delivery standards that support organizational needs.
Requirements:
- Enterprise incident management experience across several IT disciplines.
- Strong technical knowledge of complex systems and deep experience leading the rapid response to complex technical issues.
- Knowledge and experience working with a wide-range of enterprise technologies, including cloud-based environments, database services, middleware, storage, network, and virtualization technologies.
- Maintaining a professional demeanor and attitude while being assertive.
- Ability and confidence to act with decisiveness on critical decisions.
- Ability to multi-task and make sound judgments in a fast-paced, high-stress environment.
- Ability to challenge information if the response does not fit the situation.
- Preference given to those with a working knowledge of ServiceNow, ITIL/ITSM incident, problem, and change management components.
- Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business.
What We Offer:
- Comprehensive health coverage, including family major medical expenses, dental, and life insurance.
- Christmas bonus of 30 days.
- Saving fund.
- Monthly food coupon.
- 15 workdays vacation.
- Thrive Flex Program, allowing you to contribute towards your health, financial, or learning interests.
- 5 charitable days to support the community that supports us.
- Diversity and inclusion programs, promoting employee resource groups such as Women in Technology, Pride, and Go Green.
- Parental leave.
- Employee referral bonuses to encourage the addition of great new people to the team.
- We foster a learning culture with tuition reimbursement assistance and professional development opportunities.
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