Incident/Problem Manager

Fulton County•Government Center 141 Pryor Street, GA

6d•Onsite

About The Position

The purpose of the Incident/Problem Manager is to manage the lifecycle of all incidents and problems, identify the root cause of incidents and problems, and minimize the recurrence of future/recurring incidents. This role is responsible for ensuring normal services are restored as quickly as possible and minimizing significant operational impacts due to incidents in the IT environment. The Incident/Problem Manager also serves as an escalation point for high priority incidents and problems, monitors the effectiveness of incident management, and identifies opportunities for improvement and documentation. They are responsible for developing and maintaining incident and problem management processes and ensuring adherence by Service Desk and Support personnel. This role also involves using analytical methods to assess performance and performing regular reviews of live and development environments to identify trends or underlying issues.

Requirements

Bachelor's Degree in Business, Information Technology, Information Systems, Computer Science, or related field
Four (4) years of incident management and problem management experience
Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Must possess and maintain a valid Georgia driver's license.
Good understanding of service development, management and operations industry standard.
Strong communication and collaboration skills.
Business and financial awareness of the impact of problems.
Ability to minimize both the number and severity of incidents and potential problems.
Ability to coordinate, manage, and/or correlate data.
Ability to exercise judgment in determining time, place and/or sequence of operations, referencing data analyses to determine necessity for revision of organizational components, and in the formulation of operational strategy.
Ability to function in a managerial capacity for a division or organizational unit.
Ability to make decisions on procedural and technical levels.
Ability to operate and control the actions of equipment and machinery, requiring the monitoring, adjustment, regulation, and/or setting of multiple conditions.
Ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.
Ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.
Ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
Ability to exercise judgment, decisiveness and creativity in situations involving broader aspects of organizational programs and operations, moderately unstable situations, or the direction, control and planning of an entire program or set of programs.

Nice To Haves

IT Infrastructure Library (ITIL) service delivery process preferred certification.

Responsibilities

Manages the lifecycle of all incidents and problems.
Identifies the root cause of incidents and problems.
Minimizes the recurrence of future/recurring incidents.
Ensures normal services are restored as quickly as possible.
Minimizes significant operational impacts due to incidents in the IT environment.
Serves as an escalation point for high priority incidents and problems.
Works with support teams to troubleshoot and resolve high priority incidents and problems.
Monitors the effectiveness of incident management.
Makes recommendations for improvement in incident management.
Identifies opportunities to create documentation and procedures to support the resolution of future/open incidents and known errors.
Raises change requests if a functional change is required to prevent the reoccurrence of future incidents and problems.
Identifies the need for emergency changes and works with support teams to ensure they are resolved and deployed in a timely manner.
Develops and maintains the incident and problem management processes.
Ensures that all Service Desk and Support personnel adhere to defined processes.
Uses analytical/reporting methods to assess incident management and problem management performance.
Performs regular reviews of the live and development environments to identify trends or underlying issues that result in problems.
Operates and maintains servers, hard drives, and other equipment.
Operates a personal computer to enter, retrieve, review, or modify data, utilizing various software.
Communicates with supervisor, other employees, clients, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.