Albano Systems, Inc. · 13 hours ago
Incident Manager
Richmond, VA
Contract
Onsite
Mid, Senior Level
$60/hr - $63/hrAlbano Systems, Inc. is seeking an Incident Manager to focus on the implementation and management of IT service processes. This role involves managing high-priority incidents, performing risk analysis for changes, and improving ITIL and ITSM processes within the organization.
ConsultingInformation TechnologySoftware
No H1B
Hiring Manager
Stephanie Prattson
Responsibilities
Management of high priority major Incidents within complex environments; engaging, focusing and driving internal and external resolver teams to efficiently restore service and communicating during major Incidents to stakeholders across the company
For high risk changes, performs impact and risk analysis to ensure the risks/impacts to customers and services are thoroughly understood
Manage problem management lifecycle, including assembling the relevant stakeholders, establishing the root cause, and ensuring senior IT leadership is apprised of progress and recommendations for closure
Proactively monitors and reviews Incident tickets to identify patterns and in partnership with the Service Owner create problem records to be researched
Provides training and guidance on all ITIL and ITSM processes used within Markel
Performs detailed analysis of process compliance across all of IT and works to continually improve the maturity and adoption of ITIL and ITSM processes within Markel
Monitors and reports on Service Levels across all relevant processes and presents findings and recommendations to Sr IT Leadership
Qualification
Required
Able to develop and convey a point of view in plain language based on audience
Experience building relationships and are trusted advisors to IT and business partners
Delivery of high-quality presentations
Demonstrated ability to identify, collect and analyze data to improve performance in one or more process areas
Strong organization and time management skills
ITIL v3 or v4 Foundations required; additional ITIL certifications preferred
Service management experience and leading service management process domains
Preferred
Prior experience using ServiceNow ITSM tool preferred
Familiarity and certification on IT and business governance frameworks such as COBIT and SOX
Company
Albano Systems, Inc.
Albano Systems Inc.
Founded in 2000
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase