Senior IT Process Manager at Midland Credit Management, Inc.
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Senior IT Process Manager Job Description
This person will be responsible for handling Incident (including Major Incident / Outages), Service Request, Problem, Knowledge and Change Management processes to ensure effective end to end delivery of IT services. To be successful in this position, you will need to able to demonstrate strong analytical, communication (written and verbal) and process improvement skills. Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required.
RESPONSIBILITIES Incident Management (including Major Incident / Outages) and Service Request Fulfillment. 30%
Ensure ITIL processes are managed, operated, and supported in accordance with the ITIL service model. This role is responsible for overall coordination and direction of the incident management, major incident management and service request fulfillment. The responsibilities for this role are typically:
- Responsible for driving, managing, and coordinating the response to all major incidents including escalation, follow through, dissemination of workarounds or resolution advice and closure.
- Responsible for timely, clear, accurate and punctual communications to stakeholders and customers.
- Driving the efficiency and effectiveness of the incident management process.
- Ensuring that all IT teams follow the incident management process for every incident.
- Responsible for chairing and driving major incident management bridges to reduce MTTR (Mean Time to Repair).
- Maintain and uphold Incident Management policies and procedures in accordance with ITIL processes
- Acting as process owner of incident management and liaison with other service management processes.
- Maintain and improve the Incident Management process by working with senior management across vast communities of our business.
- Create and maintain required documentation (policies, standards, baselines, guidelines, and procedures)
- Gathers, consolidates, and refines data to publish executive, operational, and management level reporting and analysis.
- Drive improvements to ensure that lessons are learned from incidents and that any work required to prevent a future reoccurrence.
- Plans and manages support for request fulfillment tools and processes.
- Manage, coordinate, track, and report on service request and service catalogue management activities.
- Monitoring and reporting the agreed Key Performance Indicators (KPI) corresponding to the compliance with customer and management.
- Responsible for ensuring that the Request Fulfilment process operates in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.
During service transition, this key role exists to coordinate the review and approval of planned changes to the IT infrastructure and services, the responsibilities for this role are typically:
- Ensuring that all production changes are processed according to Change Management policies and procedures. Ensuring Change Requests are fully completed and validated
- Responsible for the effective implementation of the process "Change Management" and carries out the respective reporting procedure.
- Planning and managing support for change management tools and processes
- Maintaining the change schedule and projected service outage
- Coordinating interfaces between change management and other processes
- Reviewing specific categories of RFC
- Planning, scheduling, managing and chairing CAB meetings
- Formally authorizing changes at agreed points in the change lifecycle
- Participating in the change review before changes are closed.
- Participating in the internal and external change management audits
Once incidents are solved, the ball is passed to the problem manager to coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution, the responsibilities for this role are typically:
- Managing life cycle of Problem management.
- Responsible to supervise the progress of all Problem Records to ensure they are actively moving through the Problem Management Process
- Facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports
- Developing and ensuring problem management policy and procedures are fit for purpose, updated and are correctly implemented.
- Analyzing problems for correct prioritization and classification
- Able to pose questioning techniques to obtain clear, concise answers to complex issues (by breaking down logic and questioning, probing to get details as needed)
- Ensures, analysis and RCAs are completed within defined performance metrics (SLA, KPIs etc.).
- Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents
- Updating the KEDB with new or updated known errors and workarounds
The knowledge manager is responsible for overseeing all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets. The responsibilities for this role are typically:
- Build, manage, and set the direction of the Knowledge Management Framework and knowledge management team members.
- Coordinate with cross-functional organizations to align KM strategy with broader organizational learning strategies.
- Promote the use of knowledge management tooling and processes to facilitate sharing of knowledge.
- Create and review KPIs for adoption, usage of premier (high value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.
- Identify and evangelize success stories from the Knowledge Management Program.
- Provide internal training and consulting on KM concepts and methodologies.
- Ensure the knowledge generated within the organization is made easily visible, available, and useful to seekers.
- Monitor the effectiveness, maintenance and use of the IT tools and systems as they apply to KM, and implement improvements
Continual Service Improvement. 10%
Responsible for developing process enhancement strategies and not limited to ITSM processes only. Involves in making a conscious, sustained effort to refine processes and improve the services and consumer value. The responsibilities for this role are typically:
- Developing and implementing new policies or procedures that enhance efficiency or improve customer service.
Perform other duties, as assigned. 5%
MINIMUM REQUIREMENTS
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES: - Good knowledge of Microsoft Office Tools
- Good knowledge of all the ITSM processes at Organization level & Stakeholder management skills.
- Awareness of the role IT plays in enabling the business objectives to be met & Customer service skills.
- The competence, knowledge and information necessary to complete their role
- The ability to use, understand and interpret the best practice, policies and procedures to ensure adherence
- Should have extensive knowledge on ITSM
PREFERRED QUALIFICATIONS
- Excellent interpersonal skills
- Ability to deal with support groups and external vendors
- SIAM, COBIT, Agile, Project Management would be a plus.
- Analytical, extremely organized, Energetic, Hardworking, Team player, Multi-tasking.
- Good Reasoning and Process defining abilities
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