Pay Grade

18

Position Summary

The Manager of Incident and Monitoring will be responsible for overseeing a team managing the ITSM processes of Incident Management, Change Management and Communication Management. In addition, this manager will also oversee the Network Operations Center (NOC) team.

Tasks and Responsibilities

• Lead and manage the Incident and Problem Management Team, Change Management Team, and Communication Team.
• Lead and manage a team of NOC analysts, providing guidance, support, and professional development opportunities.
• Ensure 24/7 coverage and effective shift management to maintain continuous network monitoring.
• Oversee the monitoring of network alerts and performance metrics to identify and address potential issues.
• Ensure timely and effective incident response and resolution to minimize downtime and impact on business operations.
• Work with the incident management team to coordinate processes and protocols.
• Develop and maintain key performance indicators (KPIs) and metrics to measure the effectiveness of all teams.
• Foster a collaborative and high-performance culture within the teams.
• Provide guidance, mentorship, and professional development opportunities for team members.
• Generate regular reports on team performance, incident trends and process improvements.
• Present findings and recommendations to senior management to drive data-informed decision-making.
• Oversee the lifecycle of all incidents and problems, ensuring timely resolution and minimal impact on business operations.
• Develop and implement incident and problem management processes and protocols.
• Conduct post-incident reviews and root cause analyses to identify areas for improvement.
• Manage the change management process to ensure all changes are efficiently and effectively implemented with minimal disruption.
• Analyze and improve change management procedures to enhance operational stability.
• Coordinate with stakeholders to ensure changes are communicated and understood.
• Oversee the communication team to ensure clear, consistent, and timely communication regarding IT incidents, problems, and changes.
• Develop communication strategies to keep stakeholders informed and engaged.
• Ensure all communication is aligned with organizational goals and standards.
• Analyze current processes within the incident, problem, and change management teams to identify inefficiencies and areas for improvement.
• Develop and implement strategies for process optimization and future growth.
• Monitor and report on the effectiveness of process improvements.
• Collaborate with other IT and business teams to ensure alignment and support for IT operations.
• Act as a liaison between IT operations and other departments to facilitate effective communication and collaboration.
• Engage with senior management to provide updates and insights on IT operations.

Minimum Skills

Minimum Knowledge and Abilities

Proven experience in IT support operations, with a focus on incident, problem and change management.
Ability to build and maintain successful teams with varied talent and skill sets.
Proven ability to work independently as a support and people leader providing strategic input to develop and grow the talent of the support staff.
Ability to work in a fast-paced, collaborative, customer-focused, project-oriented environment with the ability to own areas of the support team with minimal supervision.
Highly organized with the ability to manage and drive change.
Ability to retrieve, document, interpret and analyze data to derive key insights, trends and process improvement recommendations.
Possess exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities.
Experience in measuring data and Key Process Indicators (KPIs) to drive continual process improvement.
Experience leading a remote workforce.

Preferred Qualifications

• ITIL Foundation and Certification
• ServiceNow Administration Experience
• Incident, Problem and Change Management Experience

Competencies

Making Accurate Judgments and Decisions
Managing Resources
Driving Projects to Completion
Inspiring and Motivating Others
Prioritizing and Organizing Work
Evaluating and Implementing Ideas

Minimum Education

Bachelor's Degree in technology or a relevant field strongly preferred; equivalent combination of education and experience will be considered.

Required Certifications

Working Environment

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator.
Ability to travel to and from meetings, training sessions or other business related events. After hours work may be required.

Physical Demands

Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.