Network Problem Management

Redmond, WA 98008

Job Category: Information Technology Job Number: 127843

Job Title             :              Network Problem Management

Location             :              Redmond WA - 98008

Duration             :              6 Months  Contract

About our Client : Our Client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Our Client works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Our Client drives innovation to improve the way the world works and lives

Job Description:   

The IT Incident / Problem Manager role manages the processes to restore normal service operations as quickly as possible to minimize business impact of service outages. Additionally, this role manages the processes to identify the root cause of outages, develop solutions and/or authorized workarounds intended to alleviate the recurrence of known incidents and/or minimize recurrence impact. This role requires subject matter expertise across the IT Service Management landscape.

Essential Responsibilities And Duties:

  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • Identify and remediate deviation of a process
  • Responsible for communicating with the Incident & Problem Management Process Owner
  • Point of contact for all major incidents
  • Responsible for the effective implementation of the processes (Incident & Problem Management) and carries out the respective reporting procedures
  • Represent the first stage of escalation for incidents (both functional & hierarchical escalations)
  • Monitor the workload per Service Desk Analyst (level 1 resolution)
  • Monitor incidents to ensure SLAs are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed incident records
  • Provide guidance to the Incident Management process participants
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
  • Ensures post-review of major problems
  • Ensures reactive & proactive management of IT problems and known errors
  • Coordinates efforts of all problem analysts, including suppliers and external teams, to ensure timely resolution of problems
  • Closes all problem records
  • Owns the known error database and ensures its maintenance
  • Produce and analyze Incident & Problem Management metrics and KPIs to identify service improvement opportunities

Qualifications:

  • Education Bachelor’s Degree in Computer Science, Information Systems or Computer Engineering; or Associate Degree and/or equivalent work experience
  • Certifications: ITIL Foundations Certification
  • Experience: 3-5 years of hands-on Incident/Problem Management experience

Knowledge/Skills/Abilities:

  • Strong working knowledge of IT Service Management components (e.g. Service Catalog, Change, Incident, Release, Problem, Configuration, Knowledge, etc.) and how these components function together
  • Experience with ServiceNow components within IT Operations, Security Operations, Business Management, Performance Analytics, and Reporting
  • Data analysis within an IT Service Management operational environment to include both data mining and data analytics / reporting

About ASK: ASK Staffing is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Staffing connects people with amazing opportunities

Contact:

Abhinov Kumar    @    abhinovk@askstaffing.com     - 678-819-8522

Abhinov Kumar
Resource Specialist

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