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Manager; IT Service Management

Company: Data Intensity
Location: Covington
Posted on: June 3, 2021

Job Description:

PositionSummary:The "ITSM ManagerTeam Lead" role fits within the Data Intensity ITSM function:Primary responsibility for providing 24x7 support and governance of Major Incident ManagementAncillary responsibilities for providing governance of all ITIL and ITSM processes and standards across a global operational support environment. As Team leaders within this function, the objective of this role is to ensure stringent SLA levels are maintained across a diversified technical landscape and geographical customer base, with emphasis on continual service improvement and customer satisfaction.This position demands the ability to:Line manage an India based 24x7x365 ITSM manager team comprising 6 staff.Clear, concise, and confident spoken and written communication skills.Calm under pressure, with the ability to effectively orchestrate efforts to resolve major incidents.Always ensure adequate shift coverage.Excellent reporting, and documentation administration skills.Training and coaching of staff.Coordinate a wide variety of tasks across multiple technical and procedural disciplines.Close engagement with technical staff, senior management, and customers.Enforce compliance against all agreed ITSM policies, processes, and SOPs across the wider Data Intensity operational landscape.ResponsibilitiesOverall leadership, coordination, and delegation of duties for all Major Incidents.Including but not limited to:Initiating all P1 and P0 events as defined by the Major Incident Management process.Tracking all activity related to major incidents as defined by the Major Incident Management ternal and Customer communications throughout the life cycle of the Major Incident as defined by specific SLA's.Functional and hierarchical escalations and delegation as defined by the MIM process.Governance and adherence of incidents as defined by the Data Intensity Incident Management policies and processes.Governance and adherence of problems as defined by the Data Intensity Problem Management policies and processes.Governance and adherence of requests as defined by the Data Intensity Request Management policies and processes.Governance and adherence of changes as defined by the Data Intensity Change Management policies and processes.Provide Change and Emergency change oversight and approval.Maintenance of the Data Intensity CMDB as defined by the Data Intensity Configuration Management policies and processes.Maintenance of the Data Intensity KMDB as defined by the Data Intensity Knowledge Management policies and processes.Governance of SLA adherence across technology operations.Provide and develop reporting, as requested, and defined by the ITSM management team.Act as the main conduit of escalation and communication of customer issues, operational process deficiencies and resourcing constrains.Feed into RFO and RCA diagnosis where applicable and as defined by the MIM process.Provide insight and recommendations on process development and maturation with the aim of continual service improvement.The ability to work autonomously and make decisions based on agreed policy, process, and SOP's.Flexible and adaptable to changing priorities and requirements.RequirementsEducation:2-year degree from University/College or equivalent experience. Bachelor's Degree preferred but not required.ITIL foundation as minimum.Experience:The role of the "ITSM ManagerTeam Lead" requires strong leadership experience and an aptitude for leading discussions and escalations at both Internal and Customer levels.It is expected that the "ITSM ManagerTeam Lead" has excellent verbal and written English communication skills."ITSM ManagerTeam Lead" must demonstrate excellent leadership and teamwork capabilities, as well as effective organizational skills and the initiative to prioritize workloads.5-7 years' experience in a similar role.SDL2017

Keywords: Data Intensity, Covington , Manager; IT Service Management, Other , Covington, Kentucky

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