Job Details | IS Incident and Problem Manager

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U.S. Cellular

Location: ChicagoIL 60601 Document ID: AC302-2RXU Posted on: 2018-08-2708/27/2018 Job Type: Full-time

Job Schedule:Full-time
2018-09-26
 

IS Incident and Problem Manager

IS Incident and Problem Manager - INF001186

The IS Incident and Problem Manager is responsible for facilitating restoration of high impact business services disrupted on a 24 x 7 x 365 basis and ensure related operations are in accordance with established procedures and best practices. This role is also responsible for managing the lifecycle of problems through the US Cellular Problem Management process, from RCA (Root Cause Analysis) through Closure, by Elimination or Mitigation of incident recurrence.

This position can sit in the following locations:

  • Chicago, IL - our corporate headquarters in Chicago near O'Hare Airport with easy access off the CTA Blue Line at the Cumberland station.
  • Schaumburg, IL
  • Madison, WI
  • Knoxville, TN


Responsibilities include driving the efficiency and effectiveness of the incident and problem management process, producing management information, monitoring the effectiveness of incident and problem management and making recommendations for improvement, developing and maintaining the escalated incident process and problem process and associated procedures, and ensuring that all IT teams follow the incident/problem management process for every escalated incident or assigned problem.

  • Facilitate restoration of high impact business services disrupted on a 24 x 7 x 365 basis, via coordinated incident bridges across the organization and with external partners
  • Facilitate resolution of problems, via the problem management process across the organization and with external partners
  • Maintains alignment with Release and Change Management functions
  • Manage incident/problem communications across a diverse audience, up to and including C-level executives
  • Lead AARs/RCA's (After Action Reviews/Root Cause Analysis) for Incidents/high priority problems, cross-organizationally, and produce and communicate action plans
  • Supports and facilitates Problem Management identification process, leveraging various sources including but not limited to service desk incident trends, major incidents and alerts, both reactive and proactive.
  • Produce accurate reporting of business impacts, restoration actions, ownership of high business impacting incidents, problem trends and risks, both operationally and against capability KPIs
  • Develop and maintain process and procedures for consumption of the Incident/Problem Management capability, for all Key Work Partners
  • Execute Continuous Improvement actions, per the capability roadmap that support company goals and objectives
  • Maintains appropriate quality control systems for the validation of data input and output


Experience and Educational Requirements
  • Bachelor's Degree in related technical / business field required
  • Minimum 5 years of Incident/Problem Management or relevant work experience required
  • Minimum 1 year of Operations experience in a 24x7x365 environment required
  • Problem Management tools experience (i.e. 5 Whys, Strawman) required
  • ITIL v2/v3 Foundations Certified - Required
  • Demonstrated excellent interpersonal communications and complex problem solving
  • Advanced written and verbal communications skills including the ability to develop presentations and present to senior management


Job : Information Technology

Location(s) : Illinois-CHICAGO_IL Illinois-SCHAUMBURG_IL, Wisconsin-MADISON_WI, Tennessee-KNOXVILLE_TN

U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.
     
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