at Spectraforce Technologies Inc. in WaukeganNorth Chicago, Illinois, United States
Job Description
Title: Incident and Problem Management
Duration: 24 months
Location: Remote
Roles and Responsibilties:
Provides Incident Management and Proactive Problem Management services as part of the Incident Command Center team (ICC). May occasionally need to support teammates with the Major Incident service.
Supports other Incident Command Center initiatives designed to drive down the impact of incidents, prevent the occurrence/re-occurrence of incidents, and promote production stability.
Supports continuous improvement efforts for Incident and Proactive Problem Management processes.
Applies knowledge of IT high-level architectures, ITIL practices, Managed Service Providers, and/or operations teams to prevent or drive resolution of Incidents.
Utilizes monitoring tools to uncovers risks and issues to ensure production stability.
Provides oversight for the Incident Management service to ensure execution activities are defined and planned and resolution targets are met.
Ensures Incident and Proactive Problem Management processes are documented and executed using current standards, methodologies, tools, and processes.
Provides strategy, governance and oversight of the Incident and Proactive Problem Management processes to ensure alignment with department priorities.
Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams to resolve Incidents and Proactive Problems.
Maintains productive relationships with colleagues and internal users of our department services.
Develops and adheres to key performance indicators (KPIs) associated with Incident Management.
Creates monthly presentations on Incident metrics and key insights.
Identifies opportunities for improvement of process and metrics reporting.
Adheres to applicable policies and procedures and follows best practices.
Must Haves:
Incident and Problem Management experience
IT Generalist (Network, Database, Servers, Cloud, SaaS...)
ServiceNow
Monitoring Tools e.g. Splunk, SolarWinds, NetScout
Years of experience/education and/or certifications required:
ITIL Foundations certification
Bachelor's degree in Information Technology, Computer Science, or Computer Engineering OR 6 years of equivalent experience
Note: The Company is committed to complying with the California Privacy Rights Act ("CPRA") effective January 1, 2023 and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our?website. Applicants with disabilities may access this notice in an alternative format by contacting?NAhr@spectraforce.com
SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
