Mgr Incident & Monitoring

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

Preferred Qualifications

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

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands