VP, Incident/Problem Management (NOC / Production Support department)

Job Title : VP, Incident / Problem Management (NOC / Production Support department)

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Location : Winston-Salem, NC

FTE Role

Job Description

Looking for a VP, Incident / Problem Management in our NOC / Production Support department.

Position summary :

• The VP, Incident / Problem Management is responsible for a small team of incident managers that provide 24x7 support for one of the most important SIFMU’s in the US.
• This role will interact across the enterprise, may engage with our external clients, and will represent the company with our examining bodies specific to incident and problem management.
• This role is a key role in the first line of defense.
• The role will be at the forefront of incidents impacting our enterprise. The VP will be hands-on reviewing / writing postmortems, leading the investigation, and ensuring that root cause and corrective actions are captured appropriately.
• The role will help to evolve the problem management process, introduce trending metrics, target areas for improvement, and drive a sense of continuous learning and process improvement.
• This role will drive the strategic direction of the function and advance to take incident management to the next level.

Qualifications required :

• 5+ Years’ experience designing and executing incident / problem management processes.
• 5+ Years’ experience working in IT Service Management or senior operations role in financial services.
• 5+ Years’ experience in payments landscape.
• 3+ Years’ Service Now Experience.
• Must be process-driven, detail-oriented, and organized in both thought and practice.
• Excellent verbal and active listening skills.
• Exemplary written communication skills.
• Strong analytical and problem-solving skills.
• Ability to turn complexity in process or breaks into easily understandable root cause information.

Qualifications desired :

• Must have a professional demeanor and be able to effectively work with internal and external customers, vendors, and staff.
• Managing teams (3-6 resources).
• Ability to influence without authority.
• Ability to work under pressure and handle conflicting priorities.
• Excellent time management skills.
• Evidence of strong documentation skills.
• ServiceNow knowledge.
• Strong analytical skills and leverage data to focus on improvement.

Essential functions and responsibilities :

• Planning and managing support for incident management tools and processes.
• Coordinating interfaces between incident management and other service management processes.
• Monitoring the effectiveness of incident / problem management and making recommendations for improvement.
• Manage incidents.
• Developing and maintaining incident / problem management processes and procedures.
• Review incident data to analyze assigned problems.
• Analyzes incident and problem tickets for correct prioritization and classification.
• Investigates problems through to resolution or root cause.
• Coordinates actions of others as necessary to assist with the analysis and resolution actions for problems and known errors.
• Prepare reports and metrics pertaining to incident / problem management.
• Managing internal or external audit activities.
• Perform tabletop exercises.
• Work closely with all Support Groups to mitigate re-occurrence issues.

A reasonable, good faith estimate of the minimum and maximum base salary for this position is $160K / Annum to $175K / Annum.

This position will also include a discretionary bonus as 25% of target depending on a variety of factors.

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