Event and Incident Management Manager

hace 4 semanas

Ciudad de México, Ciudad de México Tata Consultancy Services A tiempo completo

Manager of Incident, Major Incident, and Event Management, Enterprise Infrastructure Services

TCS is looking for an Incident and Event Management Process owner in our Global Information Technology team who will be responsible for developing and maintaining a framework to manage the IT Event and Incident Management Center of Excellence (COE) globally, as well as define key performance indicators and coordinate best practices for Incident, monitoring, and event management.

The Basics

The Manager, Incident and Event Management will own the global process for Event, Incident Management (IM), and Major Incident Management (MIM) processes, focusing on managing and improving the processes to minimize downtime, noise in the environment, and improve monitoring and proactivity.

What you will do/ Your day to day

  • Oversee the Event Management process for all the different monitoring tools owned by Whirlpool or managed by third party vendors.
  • Maintain standards, processes and procedures for Incident and Event management in ServiceNow including monitoring, alerting, response and prioritization in coordination with each monitoring tool owner and/or administrator.
  • Collaborate with Support Vendors and ensure both Major Incident and Incident Management processes are followed.
  • Work with Command Center teams to streamline processes and improve service quality during SEV1s and coordination of key activities (ex: change window coordination).
  • Measure effectiveness of the Incident and Event management practices to determine opportunities for improvement. Implement procedures and processes that increase effectiveness across the organization.
  • Review trends and activities for improvement, outliers, review practices by various vendors and groups, and create governance processes to maintain the environment.
  • Exercise visibility over the monitoring tools landscape (list of tools, owners, basic architecture, services, nodes, regions, capabilities, etc) integrated with ServiceNow Event Management.
  • Lead and support meetings with the different monitoring tool owners (internal and external) to understand current and future requirements, risks and opportunities.
  • Based on Events, automating key recovery components.
  • Communicating and collaborating with business partners.
  • Complying with audit requests.
  • Creating and maintaining documentation and training material.
  • Providing reporting and data analysis.

Background and Experiences

  • Comprehensive understanding of Incident and Event Management process and related ITSM processes (Problem, Change, CMDB).
  • ServiceNow experience - ITOM module is a plus.
  • Excellent communication skills, with ability to build and maintain strong internal/external relationships.
  • Familiar with diverse monitoring tools and solutions (AppDynamics, Netcool, Solution Manager, OpsGenie, Solarwinds, Dynatrace, Focused Run, Cloudwatch, Stackdriver, SignalFx, Science Logic, DataDog).
  • Bachelor's Degree in Computer Science or related field.
  • 5+ years of experience working in IT.
  • Strong ITIL V3 or V4 background.
  • A curious and continuous improvement mindset.
  • Have high fluency in written and spoken English.
Seniority level

Director

Employment type

Full-time

Job function

Administrative, Information Technology, and Management

Industries

IT Services and IT Consulting

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