Enterprise Process Manager
Edgecast - Santa Monica, CA

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EdgeCast is seeking an innovative and proven Enterprise Process Manager. In this role you will:
  • Manage and improve the Incident Management and Problem Management enterprise processes
  • Use Service-Now to govern and collect metrics and improvement opportunities for the Incident and Problem Management processes
  • Train NOC leads and other Enterprise Application members to be secondary and emergency Incident and Problem Managers so process is sustainable 24x7
  • Reduce recurring incidents through Problem Management
  • Manage and expand ITIL enterprise processes and implement them
  • Ensure all client escalated incidents are managed and communicated properly through the event management lifecycle

  • Proven experience in Incident and Problem Management implementation, analysis, recommendations, and execution
  • Proven experience in client escalations event communication and resolution from front client initiation to back end resolution
  • Ability to create, analyze and improve key event management metrics
  • Excellent documentation, presentation and communication skills
  • Experience with ITIL best practices surrounding Incident, Problem, Change, Configuration, Service Level and Project management
  • Outstanding customer service skills
  • Ability to collect and present analysis for management
  • Familiarity with ITIL best practices and common concerns with IT Service Management
  • Ability to work in an fast-paced, rapidly-evolving environment utilizing the Agile software development methodology
  • A plus would be someone with knowledge or prior experience as a systems admin/for ticketing systems and other business applications.
  • Experience in cross functional problem solving
  • Proven experience leading war rooms for incident resolution
  • Proven ability to demonstrate incident MTTR reduction and recurring incident reduction

  • Strong business analysis skills and ability to talk to internal customers to help define business processes and get business requirements.
  • Must be technically savvy and able to design useful solutions to meet the customer problems.
  • Must be a self-starter
  • Strong customer and client first mentality
  • Commitment to high quality solutions and customer satisfaction
  • Interpersonal skills are a must