Description:
As a specialist in troubleshooting, root cause analytical methods and problem solving, the IT Incidents and Problems Manager ensures rapid diagnosis, the establishment of alternate solutions, and the rapid coordination and execution of appropriate measures to resolve incidents and problems affecting IT services. He/she also ensures the efficiency of the incident and problem management process, adequate integration of processes, and strong communications with the IT team, management team and stakeholders.
CHALLENGES TO BE MET
- In the event of a major incident, act as an intermediary between all the parties involved and the technical resources required, across the IT organization and with outside suppliers, to ensure coordination of incident resolution and communication with stakeholders.
- Act as a resource (subject-matter expert) and regularly organize meetings to classify problems in order of priority, and to examine and solve them.
- Coordinate multidisciplinary working sessions to determine the root causes of problems.
- Communicate regularly with all IT teams to ensure compliance with the incident and problem management process as well as with SLOs/SLAs.
- Before closing the problem ticket, ensure that the person in charge of the ticket has sufficiently analyzed the root causes and documented the alternative solution and known errors; that the problem has in fact been resolved; and that the appropriate processes have been respected.
- Each month, do trend analysis for recorded incidents so as to pinpoint repeated incidents.
- Keep IT managers apprised of the status on tickets, known errors, resources assigned to tickets, compliance with service levels (SLAs) in terms of time taken to handle incidents and problems.
- Provide a risk and incident analysis of unresolved tickets as well as the resources required to analyze root causes and appropriate resolutions and inform IT management of the status of tickets and benefits gained from managing the problem.
What We Are Looking For
- Bachelor's degree in information technology and 7 to 10 years of experience in incident or problem management. A combination of education and experience could be considered.
- Experience in a varied setting that combines different technologies and numerous stakeholders.
- Expert in ITIL-based processes (V3 & V4).
- Knowledge of a variety of methods for analyzing root causes (Kepner Tregoe, Kaizen, Ishikawa diagram, fishbone diagram, rational method, RPR [Rapid Problem Resolution] diagram.)
- Excellent written and spoken communication skills in both official languages
- Ability to coordinate several stakeholders within internal and external teams.
- Strong aptitude for organization, multi-tasking and time management.
- Strong knowledge of resolution methods.
- Ability to handle an ambiguous environment and to work under heavy pressure.
- Able to work evenings and weekends as needed.