Incident & Change Manager at Dye & Durham Corporation

What you will do    

• You will be responsible for supporting recovery of high priority incidents, post incident reviews, and hosting CAB meetings. You will also be responsible for managing resolution of low priority incidents and oversee ticket management for incidents, problems, and changes. You will be the first point of contact for business and IT teams for ITSM related topics.

Job Scope and Accountabilities:

• Support recovery of high priority incidents
• Provide timely and meaningful updates to stakeholders
• Support Post Incident Review and host Problem Management meetings with key stakeholders to track the progress of identified action items
• Host CAB meetings and ensure all changes are thoroughly vetted by designated approvers
• Monitor the progress of low priority incidents to make sure they do not escalate to high priority incidents or become aging tickets
• Oversee the ticket management for incident, problems and changes and intervene as needed
• Work within a global shift rotation, covering local day-time hours on regular days and full coverage on holidays and weekends on a rotational basis. Actual time worked will be compensated via Time in lieu.
• Continuously look for automation and improvement opportunities for IT Service Management
• Support auditing requirements
• First point of contact for business and IT teams for IT Service Management

What do you need to be considered?    

• 2+ years of experience in similar roles - e.g., Incident Manager or Incident coordinator, etc.
• Capabilities to identify and analyze problems logically and systematically
• Good communication skills, must able to articulate technical issues in a meaningful way to both engineers and executive level management
• Ability to maintain calm during stressful situations
• Understanding of ITIL process, experience in Incident Management, Problem Management & Change Management
• Open to change and ability to function in fast paced environment
• ITIL certification is a plus