Incident and Problem Manager(Ernst & Young)-Career opportunities in USA

Job Title: Incident and Problem Manager
Company:Ernst & Young
Location: GA-Alpharetta
Deadline: 15/Nov/2013
Job Summary
The Incident & Problem Manager for the designated Portfolio is responsible for managing the life-cycle of all incident and problems for the designated Portfolio. This includes proactive identifying of trends and potential problems to prevent incident from occurring and to minimize the impact of incidents that cannot be prevented.

Essential Functions of the Job
- Oversees the Portfolio in regards of Incidents & Problems
- Point of escalation for Management, Portfolio and Relationship Management
- Build & strengthen relationship with Customer / Stakeholder over time in regards of Incident and Problem resolution (build trust)
- Coordinates regularly scheduled Portfolio review of Incident and Problems with Customer Portfolio Lead and Solutions Portfolio Lead.
- Actively engage with Operations Teams
- Liaison to other IT Services functional groups
- Monitor Major Incidents to ensure process is being followed
- Acts as Problem Coordinator for Major Problems
- Acts as Manager for escalated Incidents and Problems
- Review Incident and Problem Management reports and identify action plans to improve key performance indicators as necessary.
- Ensure proper usage of Problem and Error Control systems
- Review/discuss assignment and classifications of Problem cases
- Acts as gatekeeper and reviews all newly created Problem Cases by Portfolio
- Review/discuss assignment and classifications of Problem cases
- Performs Quality Assurance on all completed Problem Investigations.
- Coordinating / chairing Problem Management Review Teams
- Supports Service Transition activities in regards of Incident and Problem
- Define reporting requirements to manage the Incident and Problem Management process
- Coaches and consults key functions how to identify Problem Cases
- Identify process improvement(s) as the result of being the point of escalation
- Review Incident and Problem Management Processes and recommend improvements
- Continuous promotion of Incident and Problem Management globally
- Validates the Incident and Problem Management processes are followed
- Facilitate Portfolio review meetings and maintain and follow-up on list of actions with associated owners
- Provide, review and summarize trends on Portfolio Reports
- Make recommendations for resolution and improvements to prevent similar incident in the future.

Analytical/Decision Making Responsibilities
- Provide recommendations for process development, monitoring reports and performance measurements.
- Demonstrates analytical and systematic approach to problem solving.
- Ability to absorb rapidly new technical information and apply it effectively.
- Excellent judgment, tact, and decision-making ability
- Determine recommendations and actions to effect process improvements across the environment.

Knowledge and Skill Requirements
- Excellent management, interpersonal, communication, presentation, and organizational skills
- Strong written and verbal English communication skills
- The ability to work and team effectively with clients and other management personnel
- Excellent knowledge of the IT Infrastructure
- Coordination skills: managing (complex) IT technical investigations
- Strong analytical ability
- Intermediate to advanced knowledge of Excel 2010, including the following functions: sorts, filters, VLOOKUP, CONCATENATE, and pivot tables.
- Advanced knowledge of Incident Management
- Advanced knowledge of Change and Problem Management
- Moderate knowledge of Word 2010
- Moderate knowledge of Lotus Notes v8.x
- Moderate knowledge of Microsoft Outlook 2010
- Moderate knowledge of ITIL v2 or v3 Foundation training
- Understanding of foundational IT technical issues and relationships
- Strong knowledge of IT Services departments and their responsibilities
- Strong Analytical and problem solving skills
- Experience working in a Global environment
- Facilitation and team coordination
- Ability to work under pressure, possess strong interpersonal and organizational skills.
- Ability to effectively work and team with end users, management and staff members.
- Excellent independent judgment; excellent creative and high-level analysis skills
- Intermediate knowledge of MS Powerpoint 2010
- Intermediate knowledge of Visio flowcharting

Job Requirements:
Education:
- A bachelor’s degree in Computer Science or a related discipline; or equivalent work experience

Experience:
- Approximately 8-10 years of related experience in an Operational role
- Approximately 2 years of experience in a Service Management with proven experience and success in an Incident or Problem Management role

Certification Requirements:
- Helpful: ITIL v2 or v3 Foundations training, or higher level of ITIL Certification

Other Requirements:
- This position typically does not require overtime or weekend work, however, should the workload demand additional hours, then overtime may be required as per country overtime policy
- Must be able to work in a virtual environment
- Must be able to adapt to a fast paced, demanding environment where priorities may shift frequently

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