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

Job Title: Sr. Incident and Problem Manager
Company:Ernst & Young
Location: GA-Alpharetta
Deadline:15/Nov/2013
Job Summary:
Accountable for the overall quality and integrity of the Incident and Problem Management process. Manages a team to efficiently manage the lifecycle of all incidents and problems and enforce compliance to the processes. Assists the global lead in defining the strategy, process alignment, tool selection/implementation, performance measurement, training, and communications for the process.

Essential Functions of the Job:
Responsible for a broad range of complex technical or professional work activities, in a variety of contexts:

- Responsible for strategy, process alignment, tool selection/implementation, performance measurement, training, and communications for the Incident and Problem Management processes.
- Contribute to Service Management strategy including appropriate tool selection.
- Directs the continual upgrading of global policies and procedures to ensure that appropriate and effective control measures are in place in order to insure proper operation of the process. Initiates Service Improvement plans for the process.
- Deputizes for the Global Lead where required.
- Manages internal issues escalated from the team to remove barriers preventing them from performing their assigned activities. Manage issues escalated from other functions or groups.
- Directs the development and reporting of process metrics and KPI’s to enforce compliance.
- Act in a consultant / SME capacity for IT Services functions regarding the Incident and Problem Management processes.
- Provides operational leadership of Change Management team including mentoring and development of the staff
- Develops and maintains relationships with key leaders and other personnel to ensure customer needs are met, priorities are set, and the process objectives are achieved.
- Build interfaces and relationships with other process managers and IT Services leads. Communicate to other functions the Service Management strategy as well as relevant Incident and Problem Management priorities. Assist in aligning the strategy with that of other functions, establishing synergies where appropriate.
- Along with other process owners, help to resolve interface problems.
- Provide recommendations and/or define actions to prevent reoccurrences of similar errors/Incidents.
- Member of the Change Advisory Board (CAB).

Analytical/Decision Making Responsibilities:
- Decisions/recommendations provided to Service Management leadership for strategic vision, process development, monitoring reports, performance measurement, and tool selection
- Escalation point for staff issues
- Excellent judgment, tact, and decision-making ability
- Determine recommendations and actions to effect process improvements across the environment.

Knowledge and Skill Requirements:
- Excellent management, problem solving, communication, interpersonal, and organizational skills
- Strong project management, team development, strategic planning, resource planning skills
- The ability to work effectively with clients and other management personnel
- Detailed knowledge of the ITIL Incident and Problem processes.
- Proven track record of driving operational excellence and improving processes
- Ability to lead projects and motivate others
- Required to understand and integrate cultural differences/motives in order to manage cross-cultural/cross border teams
- Excellent English language skills (written and verbal)

Supervision Responsibilities:
- Significant personal responsibility and autonomy. Plans own work, to meet given objectives and processes.
- Manages direct reports and extended staff. Responsibilities include delegation of work, coaching, guidance, performance reviews, etc.
- Ensure the training and development of staff members to develop their skills and maintain state-of-the-art knowledge in their area of responsibility
- Responsible for the selection and performance management of staff members.
- Effective use of motivation, delegation and active listening skills.

Job Requirements:
Education:
- 4 year College minimum in related technology field (Computer, Engineering, Science, etc..) or equivalent job experience

Experience:
- At least 12 years of experience in an information technology role, ideally within a professional services environment.
- At least 5 years proven experience and success in managing and deploying the Change Management process.

Certification Requirements:

- Minimum of ITIL Incident and Problem practitioner certifications or equivalent experience.

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