Job Description :
ITSM Manager
Columbus, OH
Long Term

Responsibilities: • End to end responsibility for the management, communication, escalation, investigation and resolution of critical incidents, ensuring updates are timely and of sufficient quality, arranging discussions and updates as required. • Ensure that all modes of communication are effectively used throughout the critical incident life cycle. • Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
Ensure operations management provide appropriate resource levels for problem resolution
Ensure that problems, critical incidents and planned/proactive tasks are correctly prioritized
Conduct Critical Incident Reviews, RCA and present findings to the management • Ensure quality and timely review/approval of change records in accordance with established policies and standards
Run weekly CAB calls for change executions. • Incident, Change and Problem management reporting including standard and ad-hoc reporting, analysis of trends, and management recommendations
Search, identify, export and analyze data associated with ITSM processes as required for KPI, CSF and Operational Metrics reporting, and develop, document and present trending information and reports related to this analysis to all stakeholders as applicable.
Extensive knowledge of process and IT service management concepts. Firm understanding of ITIL process guidelines, with specific focus on Incident, Problem and Change management
Ability to act quickly, pragmatically and assertively under process to prioritize and resolve technical issues.
Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools and techniques.
Thorough knowledge of IT concepts, strategies and methodologies
Identify trends and root cause analysis for complex companywide problems and communicate, influence and implement system fixes/improvements to enhance business efficiency and client experience
Experience working with Infrastructure and Application teams during critical issues • Strong written/verbal communications skill-set
Strong interpersonal and teamwork skills. Able to work independently with minimal supervision