Senior Manager - IT Service Management (Incident Management)
Tiva Systems, Inc - Pleasanton, CA

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Senior Manager IT Service Management (Incident Management) Reporting to the Director of Service Operations the Incident Management Manager will provide team oversight and have primary responsibility for Incident Management Responsibilities include Creates manages and maintains IT Service Management (ITSM) Strategy Policy and Procedures Implements and maintains effective interfaces with other IT Service Management disciplines and other areas within IT and the business Works with Production and Performance departments to make necessary changes to the production environment to address incidents Monitors assesses and identifies strategies to improve processes services systems and analysis Develops and maintains a competent and productive Incident Management department by coaching and counseling performance appraisal and career development providing educational growth opportunities (including onthejob training) identify training needs and develop training plans Interacts with industry groups trade associations and consultants for the purpose of exchanging information and staying abreast of technological changes and advancements pertinent to the ITSM discipline Delivery of effective Incident Management support for IT services with the goals to minimize business and service impact to the firm Work within the Service Management framework to prevent recurrences of issue improve teams knowledge base and prevent problems caused by changes Partner with Application Development Business Operations and other stakeholders to provide proactive and business appropriate communication on status for incidents Establish metrics and measurements demonstrating applications health performance and goals Stay abreast of new and emerging technologies and processes Evolve and apply to continuously improve ITSM services Work closely with Vendor Relationship Managers to foster healthy supplier relationships manage contracts performance usage monitoring and forecast service levels and expectations Develop opportunities for crossteam effectiveness and remove organizational barriers for strong teamwork collaboration and excellent service delivery Qualifications 710+ years experience leading teams responsible Service Management and Service Delivery for global mid to large sized corporations with geographically dispersed populations Demonstrated strong Service Management knowledge in the areas Incident Problem and Change Management 5+ yrs of Incident Management Experience with ITIL based Incident Management systems Experience in implementing quality guidelines standards and procedures ITIL or Service Management Certified Must be able to effectively interact with executives across the organization Ability to manage multiple tasks along a parallel process ITIL V3 Expert Certified Keywords Applications Service Management IT Service Management (ITSM) ITSM Leader ITSM Manager Incident Management Manager Please send your MS Word Resume to hrtivasyscom mailtohrtivasyscom IT Service Management (ITSM), ITIL V3 Expert, Incident Management