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Major Incident & Problem Management: Duty Manager

Spectraforce Technologies
sick time, 401(k)
United States, Illinois, North Chicago
Dec 16, 2024
Title: Major Incident & Problem Management: Duty Manager Location: Remote Duration: 12 Months (possible extension ) Shift: Sunday - Thursday 2nd shift hours ~4pm - midnight. Intake Call Notes: Years of experience/education and/or certifications required: Bachelor's degree in Information Technology, Computer Science, or Computer Engineering OR 6 years of equivalent experience What are the top 3-5 skills requirements should this person have? Major Incident Management experience Problem Management experience IT generalist experience Good writing and communication skills ServiceNow or other ITSM tools required What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification? ITIL experience / certification Experience managing ITIL Service Operations processes e.g. Incident and Problem Ability to run a meeting / document the meeting activities Basic IT infrastructure knowledge Job Description: Provides Major Incident Management and Problem Management services as part of the Incident Command Center team. Supports other Incident Command Center initiatives designed to drive down the impact of incidents, prevent the occurrence/re-occurrence of incidents, and promote production stability. Supports continuous improvement efforts for Major Incident and Problem processes. Applies knowledge of Client's IT high-level architectures, ITIL practices, Managed Service Providers, and/or operations teams to drive resolution of Major Incidents and technology Problems. Establishes plans and processes to ensure that all required technology support resources are aligned and available when needed. Monitors process activities and uncovers risks and issues to ensure production stability. Provides oversight for Major Incident Management service to ensure execution activities are defined and planned and resolution targets are met. Ensures Major Incident and Problem Management processes are planned and executed using current standards, methodologies, tools, and processes and follows rules for requesting exceptions, where justified, to achieve department priorities. Provides strategy, governance and oversight of the Major Incident and Problem Management processes to ensure alignment with department priorities. Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams. Maintains productive relationships with colleagues and internal users of our department services. Manages to our critical success factors (CSFs) and key performance indicators (KPIs) associated with Major Incident and Problem Management. Creates weekly presentations on Major Incident and Problem metrics and key insights. Identifies opportunities for improvement of process and metrics reporting. Adheres to applicable policies and procedures and follows best practices. Qualifications: Bachelor's degree in Information Technology, Computer Science, or Computer Engineering. Equivalent experience is defined as 6 years combined experience in the above areas. Experience in IT engineering and/or IT infrastructure. Project management experience desired. Foundational knowledge of ITIL framework and Service Operations (Major Incident Management and Problem Management) Knowledge of ServiceNow or other ITSM tools desirable. General technical knowledge. Ability to document incidents and manage technical bridge calls. About Us: Established in 2004, SPECTRA FORCE is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRA FORCE is built on a concept of "human connection," defined by our branding attitude of NEWJOBPHORIA, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com Benefits: SPECTRA FORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRA FORCE provides unpaid leave as well as paid sick leave when required by law. Equal Opportunity Employer: SPECTRA FORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. California Applicant Notice: SPECTRA FORCE is committed to complying with the California Privacy Rights Act ("CPRA") effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com. LA County, CA Applicant Notice: If you are selected for this position with SPECTRA FORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. At SPECTRA FORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $47.00/hr.