Raas Infotek · 7 hours ago
Incident Problem Manager
Chicago, IL
Contract
Onsite
Mid, Senior LevelRaas Infotek is seeking a Problem/Major Incident Manager to oversee the entire problem lifecycle and enhance service delivery. The role involves leading root cause analysis, proactive problem management, and stakeholder communication to ensure effective resolution of incidents.
Information Technology
No H1B
U.S. Citizen OnlyHiring Manager
Ritesh Rawat
Responsibilities
Problem lifecycle management: Oversee the entire problem lifecycle, from identification and analysis to resolution and closure
Root cause analysis: Lead the process of identifying the underlying causes of incidents to prevent them from happening again
Proactive problem management: Identify trends in incidents to proactively address potential issues before they impact users
Stakeholder communication: Inform stakeholders about problem status, resolution plans, and potential risks
Reporting: Develop and deliver reports on problem management activities and metrics to management
Continuous improvement: Regularly review processes and performance to identify opportunities for improvement in the problem management function
Process Management: Implement and manage ITIL-based practices, focusing on key processes like incident, problem, change, and release management
Stakeholder Coordination: Work with IT and business stakeholders to enhance service delivery and manage relationships
Performance Monitoring: Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement
Incident leadership: Declare incidents, assemble response teams, and lead the "bridge" or conference calls to drive resolution
Lead the Major Incident bridge calls with Process and Infrastructure knowledge, best practices and bring the leadership and moderation qualities during outage scenarios
Coordination: Coordinate and provide direction to various IT support groups, such as server, network, database, and application teams
Communication: Provide clear, concise, and timely updates to senior management, stakeholders, and customers, both during and after the incident
Issue Resolution: Address and resolve process-related issues and bottlenecks
Qualification
Required
Only USC citizen
Problem cum Major Incident Manager heavy profiles
Change and Release Management are secondary or add-on skills
Oversee the entire problem lifecycle, from identification and analysis to resolution and closure
Lead the process of identifying the underlying causes of incidents to prevent them from happening again
Identify trends in incidents to proactively address potential issues before they impact users
Inform stakeholders about problem status, resolution plans, and potential risks
Develop and deliver reports on problem management activities and metrics to management
Regularly review processes and performance to identify opportunities for improvement in the problem management function
Implement and manage ITIL-based practices, focusing on key processes like incident, problem, change, and release management
Work with IT and business stakeholders to enhance service delivery and manage relationships
Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement
Declare incidents, assemble response teams, and lead the 'bridge' or conference calls to drive resolution
Lead the Major Incident bridge calls with Process and Infrastructure knowledge, best practices and bring the leadership and moderation qualities during outage scenarios
Coordinate and provide direction to various IT support groups, such as server, network, database, and application teams
Provide clear, concise, and timely updates to senior management, stakeholders, and customers, both during and after the incident
Address and resolve process-related issues and bottlenecks
Company
Raas Infotek
RAAS Infotek is a full spectrum global Information Technology services company, providing end-to-end business solutions.
Founded in 2010
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase