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Incident/Problem Manager

Position: Incident/Problem Manager
Reports To: Service Transition Manager
Location: Winston-Salem, NC or Dallas TX

Position Summary:

The Incident/Problem Manager is responsible for the overall coordination of the incident management process, in particular when there are major incidents. This role is also responsible for the coordination of the investigation onto root cause, identifying workarounds and following up for permanent resolution.

Qualifications Required:

  • ITIL V3 Certification
  • 5+ Years’ experience designing and executing incident/problem management processes
  • 5+ Years’ experience with an IT Service Management ticketing system
  • 3+ Years’ Service Now Experience
  • Must be process driven, detail oriented and organized in both thought and practice
  • Excellent verbal and written communication skills
  • Excellent active listening skills
  • Strong analytical and problem solving skills

Qualifications Desired:

  • Must have a professional demeanor and be able to effectively work with internal and external customers, vendors and staff
  • Ability to work under pressure and handle conflicting priorities
  • Excellent time management skills
  • Experience with TCH technologies
  • Evidence of strong documentation skills
  • Project management and MS Office experience a plus

Essential Functions and Responsibilities:

  • Planning and managing support for incident management tools and processes
  • Coordinating interfaces between incident management and other service management processes
  • Monitoring the effectiveness of incident/problem management and make recommendations for improvement
  • Manages major incidents
  • Developing and maintaining incident/problem management processes and procedures
  • Review incident data to analyze assigned problems
  • Analyzes incident and problem tickets for correct prioritization and classification
  • Investigates problems through to resolution or root cause
  • Coordinates actions as necessary to assist with the analysis and resolution actions for problems and known errors
  • Prepare reports and metrics pertaining to incident/problem management

Performance Standards:

  • Performance is evaluated twice per year through a mid-year review and an annual review

Physical Demands and Work Environment:

  • Physical demands: While performing duties of job, incumbent is occasionally required to stand; primarily sitting long periods of time and typing on a computer
  • Work environment: Professional corporate office work environment

Apply Below*:

  • A letter of interest describing your experience and interest in the position
  • Your resume
  • Names and contact information of three references, or three letters of reference

* Please submit a single application per position.

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