Job Title: VP, Incident/Problem Management (NOC /
Production Support department)
Location: Winston-Salem, NC
FTE Role
Job Description
Looking for a VP, Incident/Problem Management in our NOC /
Production Support department
Position summary:
- The
VP, Incident/Problem Management is responsible for a small team of
incident managers that provide 24x7 support for one of the most important
SIFMU’s in the US.
- This
role will interact across the enterprise, may engage with our external
clients, and will represent the company with our examining bodies specific
to incident and problem management.
- This
role is a key role in the first line of defense.
- The
role will be at the forefront of incidents impacting our enterprise. The
VP will be hands on reviewing / writing postmortems, leading the
investigation and ensuring that root cause and corrective actions are
captured appropriately.
- The
role will help to evolve the problem management process, introduce
trending metrics, target areas for improvement and drive a sense of
continuous learning and process improvement.
- This
role will drive the strategic direction of the function and advance to
take incident management to the next level.
Qualifications required:
- 5+
Years’ experience designing and executing incident/problem management
processes
- 5+
Years’ experience working in IT Service Management or senior operations
role in financial services
- 5+
Years’ experience in payments landscape
- 3+
Years’ Service Now Experience
- Must
be process driven, detail oriented and organized in both thought and
practice
- Excellent
verbal and active listening skills
- Exemplary
written communication skills
- Strong
analytical and problem-solving skills
- Ability
to turn complexity in process or breaks into easily understandable root
cause information
Qualifications desired:
- Must
have a professional demeanor and be able to effectively work with internal
and external customers, vendors and staff
- Managing
teams (3-6 resources)
- Ability
to influence without authority
- Ability
to work under pressure and handle conflicting priorities
- Excellent
time managements skills
- Evidence
of strong documentation skills
- ServiceNow
knowledge
- Strong
analytical skills and leverage data to focus on improvement
Essential functions and responsibilities:
- Planning
and managing support for incident management tools and processes
- Coordinating
interfaces between incident management and other service management
processes
- Monitoring
the effectiveness of incident/ problem management and make recommendations
for improvement
- Manage
incidents
- Developing
and maintaining incident/problem management processes and procedures
- Review
incident data to analyze assigned problems
- Analyzes
incident and problem tickets for correct prioritization and classification
- Investigates
problems through to resolution or root cause
- Coordinates
actions of other as necessary to assist with the analysis and resolution
actions for problems and known errors
- Prepare
reports and metrics pertaining to incident/problem management
- Managing
internal or external audit activities
- Perform
tabletop exercises
- Work
closely with all Support Groups to mitigate re-occurrence issues
A reasonable, good faith estimate of the minimum and
maximum base salary for this position is $160K/Annum to $175K/Annum. This
position will also include a discretionary bonus as 25% of target depending on
a variety of factors.
