Incident Manager - Hybrid

We are searching for an exceptional Incident Manager who is relentlessly curious and embraces a service led culture. You will effectively oversee the use and compliance to Compugen Standard Processes related to SACM, Incident and Problem Management, and CSI. This role will rely on best practice processes to support current customers and help grow our business through effective engagements related to ITIL process management. By managing cross functional relationships, delivering effective operational governance, communicating value, and developing long term relationships, your success will play an integral role in building our long-term customer experiences while supporting strategic objectives.

Asset, Configuration Management Process Execution (40%)

• Developing and maintaining an IT asset management and configuration management plan, including goals, objectives, and timelines.
• Ensuring that asset information is accurate, up-to-date, and easily accessible to relevant stakeholders.
• Collaborating with cross functional teams to ensure that contracts and agreements align with asset management policies and objectives.
• Conducting regular assessments of the effectiveness of IT asset management and configuration management processes and recommending improvements as needed.
• Developing and delivering training programs to ensure that all stakeholders understand asset management and configuration management policies, procedures, and standards.
• Managing relationships with internal and external auditors and ensuring that IT asset management and configuration management processes are compliant with relevant regulations and standards.
• Providing regular reporting to executive management and other stakeholders on the status of IT asset management and configuration management processes and outcomes.

Incident and Problem Management (40%)

• Manages critical Incident Management events related to service restoration
• Work to ensure timely service restoration of complex and / or high impact incidents and minimize the adverse impact of incidents and problems
• Ensure established Incident Management processes are followed for controls, coordination and communication related to incidents across Compugen
• Responsible for ongoing, structured communication of critical Incident status to all key stakeholders
• Works with the Operations team to summarize complex issues into concise business summaries for multi - level executives within Compugen and Clients
• Develops Root Cause Analyses for all Priority 1 Incidents and Priority 2 Incidents and trends in all incidents and events
• Escalates risks and issues to the responsible process owners
• Engages and manages external vendors in accordance with applicable Service Level Agreements
• Conduct Major Incident Reviews and generate customer facing reports
• Assists the other process owners / managers in driving service management best practices and ITIL process standardization
• After hour support required when dealing with outages after regular business hours

Process Operational Governance : (15%)

• Participate as required in Steering and Operating Committee Process Governance for defined processes
• Supports service management reporting (KPIs, SLAs and OLA’s)
• Review dashboards, reports based on business requirements with analytics and insights to manage and improve processes
• Contributes to define, develop and implement quality assurance initiatives and procedures related to processes and data
• Participate in the reviews of new opportunities as required
• Ensure stakeholders are aware of the process, are trained and conduct refresher sessions as necessary

Continual Service Improvement (5%)

• Identify and communicate trends related to Incidents and problems, service(s), product(s), configuration items to proactively identify improvement opportunities
• Assist Process Owners and Delivery Managers with CSI initiatives or special projects to review and implement service and / or process improvements
• Supports and provides recommendations on ad-hoc investigations / analysis
• Skills :

Incident management, Itil, Linux, Incident response, Monitoring tools, Reporting, Root cause analysis

• Top Skills Details :

Incident management,Itil,Linux,Incident response,Monitoring tools,Reporting,Root cause analysis

• Additional Skills & Qualifications :
• Intermediate knowledge of ITIL Processes; Problem, Risk and continuity, Knowledge, CSI
• Demonstrated leadership and coordination skills
• Able to work quickly and maintain a methodical and calm approach
• Strong problem solving, quantitative and analytical abilities.
• Detail oriented, very organized, with good time management skills
• Excellent written and verbal communication skills
• The ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high pressure, dynamic, real time environment
• A sound understanding of infrastructure platforms and products, and the ability to understand interconnects and how infrastructure connects to services, and how they relate to service metrics
• Strong commitment to customer service
• Demonstrated ability to manage and develop key relationships with cross functional and leadership teams
• Ability to hold technical discussions with internal and external partners and stakeholders
• Able to concisely summarize complex issues for both technical and non-technical stakeholders and senior management is crucial
• Proven ability to prioritize and execute in a high-pressure, complex environment
• Ability to understand and manage obligations within a contractual relationship
• Experience Level :

Intermediate Level

À propos de TEKsystems :

Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d’un nouveau monde d’opportunités. Nous sommes une équipe solide de 80 000 personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l’industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C’est le pouvoir d’un vrai partenariat. TEKsystems est une société du groupe Allegis.

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.