incident manager (senior cloud service Management specialist)Deltek Systems

Position Responsibilities The Incident Manager will respond to issues, document details, guide troubleshooting, and collaborate on issue workarounds and resolution. They will similarly identify and capture root causes and/or workarounds when applica Position Responsibilities The Incident Manager will respond to issues, document details, guide troubleshooting, and collaborate on issue workarounds and resolution. They will similarly identify and capture root causes and/or workarounds when applicable. The candidate will work in a reactive role to restore service, minimize service downtime, identify and document known defects, maintain a Known Error Database (KEDB), and work with the business and technology support teams to minimize outage impacts. The right candidate will be a seasoned professional with a complete understanding and wide application of the principles, theories, and concepts relating to all areas of ITIL, Service Management, and exhibits advanced knowledge of other related disciplines, business unit functions and cross group dependencies/relationships. The successful candidate will be an independent self-starter and be able to facilitate meetings with a variety of attendees to work towards a common goal. Incident Management: Lead technical triage bridge lines for fast restoral of customer impacting incidents/Major Incidents including post incident follow ups. Rotating on-call requirement to maintain 24x7x365 coverage. Timely and accurate completion of Incident records, including thorough documentation of timeline of events, mitigations, outcomes, and next steps. Remain engaged in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues, ensuring senior leadership is aware of activities being carried out by the team(s). Quickly develop a comprehensive understanding of the applications and infrastructure within the environment and how they impact external Vendors/Partners, internal users, or other lines of business. Participate in recurring and ad-hoc ITSM meetings (Incident post-mortems, Change Advisory Board, Problem Advisory Board, etc). Provide guidance and training to support adoption of key ITSM processes (Incident, Problem, Change, etc). Develop status and performance reports for staff and senior management hold weekly, bi-weekly or monthly meeting with Senior Leadership across business organizations. Upgrade, maintain and use a Known Error Database (KEDB). Other Incident Management tasks as assigned. Problem Management: Ensures that accurate root cause and trend analysis are determined. Lead problem review sessions and coordinates major problem resolutions to root cause. Ensures all incidents are logged and relevant parties involved. Define and implement criteria and procedures to report problems identified, including problem classification, categorization, and prioritization. Revise and maintain a Problem Management plan, policies, processes and procedures that reflect ITIL best practices. Develop, measure, and analyze Critical Success Factors (CSF) and Key Performance Indicators (KPI), and design and generate metric reports. Provide guidance for conducting Root Cause Analysis (RCA), evaluate the RCAs provided by problem analysts and conduct incident trend analysis to determine whether a problem needs to be recorded in accordance with the RCA Procedure. Other Problem Management tasks as assigned. Change Management: In the absence of the Change Manager, chair the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings. Own, plan, execute, escalate, and facilitate various steps of the process as needed to ensure that changes are executed seamlessly and to minimize unpredicted impact from change. Receives, assess, facilitate approval and overall end to end change management process to ensure only approved changes are deployed into Deltek's Cloud production environment. Day to day execution of Change Management delivery for Cloud Operations, controlling the lifecycle of all Changes. Other Change Management tasks as assigned. Qualifications Qualifications Significant experience managing incidents preferably within Cloud or SaaS organizations. Experience working in an enterprise 24/7 production environment supporting critical, real-time applications. Experience with service management applications/platforms (esp. ServiceNow). Strong communications skills (both written and spoken). Strong meeting facilitation skills. Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods. Ability to work well interpersonally, cross-group, and cross-discipline at various levels up through executives, as well as influence and manage without direct authority. Sound Incident identification, judgment, resolution, and decision-making skills. Proven ability to understand complex business issues and align communications strategies and outcomes accordingly. An ability to assess the priority of multiple incoming inquiries from management and internal employees. Experience facilitating and executing formal Problem Management programs and methodology (Ishikawa, Kepner-Tregoe, 5 Why's, Pareto, etc) Education/Experience BS/BA degree in Business, Information Systems or Computer Science or related discipline. Equivalent experience may substitute for education. 3+ years of Incident Management experience. Strong understanding of the ITIL framework. Foundations Certification preferred, ideally will possess one or more ITIL intermediate level certifications, with focus on Service Operations.
Monster

Makati City, Metro Manila
Permanent
Full-time