IT Incident & Problem Manager

Information Technology IRONDALE, Alabama


Description

Position at Motion Industries

SUMMARY:

The IT Incident & Problem Manager is the point of contact to manage high priority incidents and problems from identification through resolution.  This position supports the user-forward philosophy of Motion IT including the achievement of service level agreements and the objective of timely, relevant communication to customers. Additionally, this position defines and advances opportunities to improve incident and problem management to optimize performance and cost.   

 JOB DUTIES

Serves as incident manager and evaluates impact, coordinates remediation across teams, initiates a conference bridge, seeks/ monitors/ documents updates, and develops communication plans that are customized for business owners.

Conducts after incident reviews and lessons learned to identify root cause analysis and drive corrective action.

Establishes continuous process improvement cycles where the process performance, policies, and supporting technology is reviewed and enhanced where applicable.

Provides routine reporting across business users and to IT and company leadership.

Promptly acknowledges and initiates/confirms remediation actions in the case of an incident – day or night – in order to restore normal service operation as quickly as possible to minimize the impact to business operations.

Develops communication plans and provides the impacted application owners with consistent communications based on frequencies and thresholds determined and documented by application.

Utilizes a standardized response, but exercises judgement to determine appropriate actions and response to individual incidents.

Uses tools and resources to manage the process including bridge calls with support teams, development teams, on-call support application teams, and management.

Conducts quarterly incident reviews with the output of management/customer reporting and continuous improvement opportunities.

Assists with definition and planning of projects including formulating objectives, setting timelines, recommending and preparing metrics, communicating results, and presenting deliverables.

Performs other duties as assigned.

 

EDUCATION & EXPERIENCE

Typically requires a bachelor's degree and a minimum of five (5) years experience in technology and/or technical analysis role.

 KNOWLEDGE, SKILLS, ABILITIES

Self-motivated and able to independently manage multiple responsibilities and projects concurrently with the ability to meet deadlines

Skills in planning, problem-solving, organization, and management

Strong communication skills

Exhibits sounds judgement when making decisions and recommendations

Proficient with Microsoft Suite including Excel, Teams, Word, and PowerPoint

ITIL Cerification or process knowledge perferred

Where permitted by applicable law, successful applicants must be fully vaccinated against COVID-19 prior to start date. COVID-19 vaccination is a condition of employment, subject to an approved accommodation, and proof of vaccination will be required on or prior to start date.

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.