Incident, Problem, and Change Process Manager

Description

Lead the initiatives to increase IS effectiveness and efficiency through end-to-end management of all incidents in the retail side of the IS business, with the key performance indicator being to restore service on any service interruptions as quickly as possible. In the problem management area responsible for leading the team to get to root-cause on all Severity 1 and 2 issues within 5 business days with the key measure of success here being the ultimate reduction in the quantity of those types of problems overall. In the change management area lead the Change Control Board and be responsible for managing the risk of change decisions in the production environment. In all cases here, responsible for the end to-end design, development, performance, and continuous improvement of the Incident, Problem and Change Management process across the retail IS organization.

Actively participate in company-wide continuous process improvement projects in the incident, problem and change control areas by leading and providing the data and information needed to help drive them to a successful conclusion. Measure the effectiveness of improvements and provide management visibility to such improvements through high level reporting. Coordinate program efforts with division management and lead associated steering committees.

The ideal candidate will be action oriented, comfortable in dealing with ambiguity, have a detailed and in-depth quantitative and qualitative background, be creative, have solid conflict management skills, be customer focused, know how to build peer relationships, be able to both plan and execute on strategic objectives, and be both operationally and technically proficient. 

Duties

(to be delivered either individually or through oversight of a small group of direct reports)

  • Responsible for the Incident, Problem Management and Change management processes and there execution based on ITIL v3 process definitions and for facilitating the use of these processes throughout the IS organization
  • Coordinate and direct activity through the lifecycle of all Incidents / Problems to ensure that service availability and service quality are increased. 
  • Minimize the adverse impact of unavoidable incidents by leading the incident resolution team and the charge to restore service as quickly as possible. 
  • Provide expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution 
  • Ensure effective and rapid response to Major Incidents 
  • Ensure that any service breach is suitably recorded and described before it is closed 
  • Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process 
  • Provide guidance on Incident, problem and change management to all support staff and assist in their training and knowledge development 
  • Review and improve the accuracy and content of the Service Management System knowledge base 
  • Develop and implement problem solutions to prevent recurrence of issues. 
  • Work with internal engineering teams as well as external teams / vendors to resolve ongoing problems. 
  • Ensure that the change management process takes into consideration all risks associated with a change and that all changes have minimal to no impact on the level of service in the production environment.

Experience

10+ years of demonstrated excellence in IS development or IS technical operations environment(s)

Required Skills

  • Ability to facilitate the adoption of Incident, Problem and Change Management Process within an IT environment.
  • A high level of knowledge of network systems/infrastructure management and process methodologies and practices. Strong knowledge of architecture and systems administration processes for UNIX, Linux and Microsoft Systems 
  • Experience in Root Cause Analysis and data collection 
  • ITIL Certification including Foundation, Manager’s / Practioner’s certification 
  • Ability to interact with all levels of management both inside and outside of IS 
  • Excellent communication (oral, listening and writing) skills 
  • Strong Problem Solving, time management and organizational skills 
  • Experience with statistical process improvement techniques such as “Six Sigma” or equivalent methodologies along with project management skills 
  • Consistently viewed as a leader and role model to peers and clients 
  • Demonstrated success in leading small groups of people