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Remote Managed Services Incident Manager

Posted about 2 years ago

Managed Services - Incident Manager #19-1565

POSTING LOCATIONS

Remote - Nationwide

Requirements/Job Duties

Managed Services: Incident Manager

World Wide Technology, Inc. is seeking to fill an Incident Manager position within our Professional Services Managed Services team to support our team.

The manager will work with the Service Desk & Operations Teams to ensure successful operation of our Managed Services Platform. This manager will be responsible for ensuring adherence to SLAs and driving successful outcomes of all customer incidents. This manager will also work to not only identify gaps in processes and tools related to Managed Services, but also to own the testing of solutions, providing feedback and ensuring the continued growth and improvement of our tools/systems and processes. Additionally, the manager will be responsible for developing a strategy and plan to handle future growth within the Service Desk team through capacity planning, training, and process improvement.

RESPONSIBILITIES:

This manager will be responsible for Governing the successful processing of all customer related Managed Services incidents and requests.

This manager will be responsible for managing the "Zero Defects Dashboard" as well as ensuring that all SLAs are met.

Responsible for identifying gaps within the Incident & Request Management Lifecycle and reporting to the process or owner to provide enhancements.

Responsible for Identifying gaps within ServiceNow or other tools, providing feedback to the tool owner as well as participating in Test/DEV testing/QA.

This manager will work directly with the Customer Experience Teams to govern customer communication and experience processes relating to incidents and requests.

This manager will work directly with the Customer Experience Teams to investigate ticketing issues, causes of SLA misses and providing valuable feedback to customers regarding issues.

This manager will work directly with our NOC partner to ensure successful Incident Management.

Responsible to provide intelligence and insights to various Managed Services teams related to the NOC Partners performance and any ticketing or ticketing process issues.

Responsible for Real Time coaching to Service Desk personnel on technical, process and trouble tickets.

Escalation Point for Customers, Agents or Partner NOC resources.

Responsible for working with Managed Services Build Team to build & deliver training to MS Operations and Service Desk personnel.

Responsible for Ticket QA for Agents (auditing & improvement)

Owns all releases of improvements within the Service Desk, ensuring onboarding of new tool/release is successful and monitors & measures integration success.

Responsible for System Enhancement testing in DEV, TEST & PROD. Part of the Final Acceptance/Sign Off procedure.

Qualifications

QUALIFICATIONS:

Minimum of 3 years of operations experience.

Minimum of 3 years of general professional IT experience.

Minimum of 1 years technical management experience, preferably in a Professional Services environment.

ITIL Management training/certification preferred.

Demonstrable analytical expertise, decision-making capabilities, attention to detail, critical thinking, logic, solution orientation, and an ability to learn and adapt quickly.

Bachelor's Degree or equivalent experience.

Ability to work independently and solve customer-facing problems.

Strong communication skills (written, verbal, and presentation).

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