IT Operations Manager, Incident and Request Management Process Owner

Biogen SANDBOX•Research Triangle Park, NC

About The Position

The Incident Process Owner is responsible for the design and implementation of ITIL based Incident Management and Request Management processes and their standards and procedures. Oversees the Incident Management Process and Request Management Processes and audits the processes to ensure execution is in compliance with defined policies, Service Level Agreements (SLA), Operational Level Agreements (OLA), and Standard Operating Procedures (SOP). The Process Owner is also responsible for development and delivery of reports, identifying opportunities for improvement and for auditing the process at an operational level, ensuring the process is effectively managed within Biogen.

Requirements

Solid understanding of the Incident Management and Request Management processes.
5-7 years of Incident and Request Management experience.
Prior hands-on experience with Incident, Request, Problem, Knowledge, Configuration, and Change.

Responsibilities

Accountable for documenting the Incident Management process and coordinating implementation throughout Biogen.
Accountable for documenting the Request Management process and coordinating implementation throughout Biogen.
Development and delivery of training on the Incident and Request Management processes.
Development of standards for Request forms and workflows in the ITSM tool.
Accountable for compliance with the processes.
Participates in other IT Service Management (ITSM) process initiatives and process reviews.
Lead the delivery of continuous improvement of the processes by working across all accountable areas to deliver increased value across the business from the configuration processes.
Implement metrics to evaluate organizational performance and implement corrective/preventive actions as applicable.
Direct and schedule the training of configuration management process.
Serve as one of Biogen’s Major Incident Managers