The Incident/Problem Management Team Lead is responsible for managing a fast-paced, high impact Enterprise level Incident/Problem team and Lifecycle. The Team is the central communications point for all incidents managed in support and IT infrastructure that is servicing a large Enterprise user base. Experience will be required in managing a dedicated 24x7x365 12+ person Incident and Problem team, which is accountable for the end-to-end ITIL incident and problem management process. The Lead will also manage related Change and Knowledge management staff.

Responsibilities:

Managing a 24x7, enterprise-level Incident and Problem Management team in the day-to-day performance of work - provides leadership, mentorship, and direction, and uses a wide range of tools and techniques to create and maintain a collaborative, motivated and positive team atmosphere.
Provide the team with an understanding of the interdependencies and strategic impacts of Enterprise incidents and problems, to balance priorities
Proactively identify and react to Incidents based on feedback from Tier 2 technical teams and the various Help Desks.
Document incident resolution and problem management processes, create reports, briefs, and provide detailed status to management.
Gather and manage technical resources, internally and externally, and influence them through developed communication and diplomacy skills to own and efficiently drive incident resolution.
Manage multiple incidents requiring conference bridges, timely reporting, and escalation

Required Skills/Experience:

A minimum of an Associate’s degree plus 12 years of experience or Bachelor’s plus 10 years of experience.
At least five (5) years as a direct supervisor with experience managing an Incident management team supporting a large enterprise level operation.
Knowledge and understanding of IT Operational technologies, including servers, networks, routers, switches and Operating Systems
Three (3) years of experience in two of the following IT areas; IT Network Operations, IT Service Desk, Active Directory Environments, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations,
Two (2) years of hands-on experience using ServiceNow ITSM tool or other similar ITSM tools
ITIL4 certified or ability to obtain within 90 days
Demonstrated ability to work in a fast-paced team environment with the ability to think and respond to IT incidents quickly and efficiently to minimize downtime and exceed customer expectations for service.
Demonstrated ability to troubleshoot and resolve moderately complex IT incidents with limited direction
Personnel management skills for a group of professional IT staff to include scheduling, performance reviews, disciplinary actions, timecards, training, work management.
Ability to work flexible hours, if required, to conduct incident resolutions and ensure minimal impact of service availability.
Experience with providing guidance to technical staff to drive incidents to resolution
Understanding of workflow automation tools and process improvement methodologies.
Exposure to Artificial Intelligence (AI) tools and platforms
Excellent written and verbal communication skills.
Strong interpersonal / relationship management skills.
Strong ability to work in a fast-paced crisis environment and with cross-functional teams.
Must be a U.S. Citizen and pass a Government Employment Eligibility Verification Process.

Preferred Skills/Experience:

ITIL Service Operations certified
Top Secret security clearance
Experience supporting DHS or other similar federal agencies
Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA)
Experience in IT Command Center, Operations Center

Physical and/or Mental Qualifications:

Effectively communicate with customers, stakeholders, and technical specialists.

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.

Inserso Corporation jobs

Incident Problem Management Team Lead