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Job Responsibilities
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Facilitation and management of the Incident Management processes. Process compliance and enforcement, including regular review of operational activities around incident, problem, change, request management as well as other in-scope service management related processes. Responsibilities here will include follow-up with managers and subject matter experts to ensure accurate, complete, and timely remediation and action. Presentation and communication of incident status to senior leaders on the account and at the client site. Problem analysis and determining trends for incident exception, prevention, and oversight for permanent resolution. Classification and trending to identify areas for improvement. Train new Perot Systems associates and ongoing training for existing associates on the scope, metrics and reporting of incident management. Collect and initiate reporting requirements and delivery of incident management related reports on a daily, weekly, and monthly basis.
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Desired Skills
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Experience with IT/IS operations support
Experience with implementation and/or operations of IT Infrastructure Library (ITIL) processes
Experience with management of IT/IS processes for incident, problem, change or configuration management
Understanding of large IT environments and their organizational structures
Experience with project management disciplines
Experience with facilitation of group activities
Able to develop and present clear oral and written communications
Able to work at multiple levels of internal and client organization
Exceptional problem solving skills
Self-starter who takes initiative and requires minimal direction and guidance
ITIL Foundation Certified and/or Practitioner Certification
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