HIRNG: Hewlett Packard's Incident Manager

Job Location: Philippines 

Job Description

· Establish, Own, Communicate and Maintain procedures for Incident Management within the dedicated account

· Responsible for Incident Management operational tasks e.g.

o Manage/deliver contracted SLA performance for incident management: Service desk (IMPACT process), Strategic/major incidents, and escalation management.

o Customer Interaction: Work with customer incident process owner on all matters related to incident management e.g. Major incident review, Management escalations, Continuous Improvement Plans etc.

o Interaction with HP delivery and account service team (AST)

§ Work with towers to ensure efficiency of the end to end incident management process.

§ Work with the AST to ensure alignment with account/regional priorities.

§ Resolve process-related issues in the delivery teams.

§ Train all stakeholders on process execution.

· Interaction with other process owners: Work with other account process owners to ensure seamless, end to end service delivery across processes e.g. Problem, Change, Configuration and Capacity Management.

· Operate/Lead the strategic incident management team (only for accounts that have a dedicated SIM team).

o Day to day management and operational review of the Strategic incident manager operations.

o Management of the shift rotation.

 Deliver Incident Management Reporting (internal and external): Process KPI, Management reports

Own L4 incident process documentation: Create, update, and train.

Represent the incident process in any internal/external audits.

o Contribute to ITSM processes set-up in the account.

o Provide process training to the various delivery teams

o Ensures the requirements for the management system/tool are defined

o Provide process performance reports to management and attend reviews (Reports created by reporting Team)

o Establish and execute improvement plans as appropriate

o Ensure all issues and questions are followed up on and escalated as appropriate

o Interaction with ITSM process owner: Work to roll out the standard process in the account and feedback improvements made in the account.

o Communication of process changes to the appropriate organizations

o Attends Community of Practice Conference Meetings

Qualifications

• Overall 5 to 7 years of IT Industry experience with at least three years of relevant industry experience.
• Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe.
• Strong ITSM Process depth and breadth for incident management. Responsible for end to end Incident Management function for a given account or a set of accounts.
• Strong Service Management knowledge. ITIL Foundation Certificate as a minimum. (preferred)
• Project management experience and preferably certification will enhance the application.
• Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills. Should be capable of explaining technical concepts in non-technical client facing language.
• Influential, especially in environments where indirect (dotted) reporting lines only exist. Excellent presentation and customer-facing skills.
• Team player: Ability to effectively interact with people at all levels worldwide.
• Focus in operational efficiency.
• Good in organizing meetings and driving the meetings.
• Good in data and metric analysis and report generation.
• Technical background with demonstrated skills in at least one or multiple IT technologies / disciplines.
• Focus in operational efficiency.
• Attends conference calls and able to work in customer’s time-zone when necessary.
  

  
  

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