Position Purpose:The objective of Incident/Problem Management is to drive incident lifecycle management in order to reduce the velocity of incidents and mean time to resolution, while increasing overall security of the environment through infrastructure and application hardening.
• Facilitate security incidents to a prompt resolution
• Identify opportunities to improve overall lifecycle management of products
• Eliminate or reduce the impact of service outages and problems within The Home Depot
• Coordinate and ensure major events are well-communicated and are driven to completion
• Real-time monitoring and notifications of high-profile events
• Instant action on adverse effect
sPreferred qualifications• Experience in Incident, Problem, or Change management
• Experience in ITIL V4 Foundation
• Excellent communication skills
• Ability to de-escalate and lead situations
• Knowledge of IT systems and purpose
Responsibilities § Respond to incident engagements
§ Familiar with ITIL v4 Foundation
§ Base knowledge of IT systems and purpose
§ Scope and document all incidents with appropriate parameters
§ Manage incidents to service restoration including validation
§ Follow escalation process
§ Create and assign problem records, when appropriate
§ Document root cause and no-repeat plans for all assigned problem records
§ Follow up on problem tasks to completion.
§ Ensure end-users follow emergency break/fix process for change compliance
§ Facilitate activities involved in the event management process
Key Responsibilities:- 100% Deliver Execution, Plans & Aligns, Develop Others - Oversee multiple projects simultaneously; Strategic partner to align solutions to customers expectations Communicate to various levels of business partners; Collaborate with stakeholders, business partners, colleagues, developers and others to deliver high quality solutions; Partner cross-functionally to define assess, communicate, implement, train and change management of projects; Lead, mentor and provide guidance to team members and partners; Serve as SME and perform research/analysis within assigned projects
Direct Manager/Direct Reports:- This position typically reports to Manager or Sr. Manager
- This position has 0 Direct Reports
Travel Requirements:Physical Requirements:- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:- 2+ years of previous leadership experience
Minimum Education:- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Minimum Years of Work Experience:Competencies:- Action Oriented
- Collaborates
- Drives Engagement
- Communicates Effectively
- Customer Focus
- Drives Results
- Manages Conflict
For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:The pay range for this position is between $120,000.00 - $190,000.00
