This Technical Incident and Problem Manager role provides a differentiating opportunity to expand your career while making a positive impact to the organization. You're looking for an opportunity to work for a highly respected company whose services and products are consumed by a significant number of global companies. An opportunity for a company with a large IT infrastructure and cloud presence to challenge your skills. You want to be a part of a collaborative environment whose teams care about the services we furnish and value we provide our customers.

We need someone who can collaborate with team members, service owners, and engineering teams to coordinate technical activity related to critical incidents with a focus on restoration of service. When incidents occur, you'll ensure they're managed utilizing best practice Incident Management techniques to restore services within service-level-agreements.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

• The primary focus of this role is to coordinate service restoration for any major incident impacting our services in the most efficient and expedited fashion. After resolution of a major incident the focus changes to problem management, driving corrective actions, lessons learned, and root cause.

• You'll utilize your vast background experience (technical and process) to provide support, as necessary, to VMware Command Center (vCC) Incident Managers engaged in major incidents.

• Utilize your experience in software development to assist the team in implementing automation, integration and standardization of IM/PM processes.

• You'll assess and ensure all appropriate groups are working to restore service during a major incident. Achieving this with effective communication across multiple teams, as well with management, as necessary, the existence and status of outages / impacts.

• Provide leadership, guidance, recommendations, and support for continuous improvement within the incident and problem management organization.

• Develop and interact with a variety of stakeholders throughout the organization such as IT, Engineering, HR, and Facilities to understand customer contacts, workflow, and make recommendations to improve the incident and problem management processes.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• VMware Command Center operates on a 24x7 model. Shift work is on a roster biases with a typical on-call shift (4/8 hours) taking place during normal business hours for the region.

• Provide on-call support, as necessary, in support of VMware Command Center Incident Managers that are engaged in major incidents

• Quickly assessing the severity of an outage in regard to business impact and technical complexity

• Facilitate the resolution by effective communication across multiple teams (use conference bridges, group chats)

• Accurately record all diagnostics, communications, and resolutions within Service Management toolsets

• Diagnose technical support issues through research, testing, and problem solving

• Retain ownership of all major incidents through to completion irrespective of the assignment group

• Ensure Knowledge-base (KB) articles are kept current & contribute new KB articles based on known problems and their resolutions

• Manage all Incidents and ensure focus on minimal disruption to services

• Liaise with the Business and Application owner during major incidents impacting particular business units

• Be the focal point while leading a Major incident up to & including interacting with Sr. IT Leadership as needed to help expedite incident resolution

• Use your technical experience and background to provide direction and coordination to the resolver groups involved

• Provide support and participate in the CAB and change control process

• Provide appropriate inputs to the Problem management process, RCA preparation

• Develop an understanding of the organizational structure and infrastructure environment

• Handle conflict situations and make quick decision while driving incidents

• Manage and drive third parties to the quick resolution of incidents

What is the leadership like for this role? What is the structure and culture of the team like?

This position reports to the Manager of VMware Command Center (aka “vCC Livesite), who supports NASA and EMEA regions. The team consists of highly competent incident and problem managers utilizing a follow the sun model covering NASA, EMEA, and APAC. We focus on continuous development in both the personal space as well as technical development related to the environments we support.

You'll join an established team with a wide range of technical expertise in addition to their incident and problem management skills. The expectation is that you will provide leadership, guidance, recommendations and support for continuous improvement within the incident and problem management organization. This is a great opportunity for someone who likes technology and strives to ensure customer satisfaction.

Where is this role located?

The work can be done from anywhere within the US

This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

Category : Engineering and Technology
Subcategory: Site Reliability
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2023-05-16

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