Implementation SLA ITIL Jira Manager (Jobs in Waltham, MA)   Requirement id 114438 Job title Manager Job location in Waltham, MA Skills required Implementation, SLA, ITIL, Jira Open Date 25-Feb-2021 Close Date Job type Contract Duration 6 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Manager: Implementation, SLA, ITIL, Jira Candidate must be our W2 Employee. Job Description: Job Purpose: Accountable for the efficiency and effectiveness of the Service Delivery over the life cycle of Incidents for the Gas Businesses Enablement Program. Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations as well as Perform the administrative tasks necessary to support activities within a process. Primary Roles & Responsibilities: Lead a team of Second Level Support resources for Gas Business Enablement Provide training and coaching to team around end user outreach Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process Responsible for assigning incidents within the program incident management team Partner closely with Production Support development Scrum teams for proper defect triage, ticket routing, and possible resolution through releases Directly works with IT Service Desk (L1) Support to ensure proper recording of incidents Identify knowledge gaps and upskilling opportunities for L1 team to improve upon FCR metrics Determines if an incident needs to be escalated according to priority and severity of the issue. Ensure that Incidents assigned to their Support Groups are resolved and that service is restored Participate in Incident with IT Problem management team review following major Incidents Identify and Create Knowledge Base items, with repeatable procedures with a goal of reducing the number of Incidents as well as improve upon FCR metrics Build a feedback loop to Product Owners / Process leads on system enhancements to reduce overall incident volume Build a feedback loop to training team regarding re-training needs and areas for improvement Point of contact for all Major Incidents, in coordination with the IT Service Delivery Major Incident Management (MIM) team Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure. Represent the first stage of escalation for Incidents, within the GBE program Establish and monitor metrics and reporting around SLA attainment Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements Identify, initiate, schedule and conduct incident reviews Ensure the closure of all resolved and end-user confirmed Incident records Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Work with Solutions Engineering managers and platform leads to complete Service Transition Presents performance metrics to stakeholders on a monthly basis Other duties as assigned Knowledge and Capabilities: Ability to articulate service management issues in plain language based on audience Ability to build relationships and become a trusted advisor to IT and business partners Delivery of high-quality presentations Demonstrated ability to identify, collect and analyze data to improve performance in one or more process areas Prior experience using ServiceNow and Jira Proven written and oral communication skills Proven organization and time management skills Proven analytical and problem-solving skills Proven project management skills Ability to work effectively on a team and individually Shows flexibility and attention to details Strong desire for continuous improvement Ability to influence without direct authority Qualification Requirements: 2 years of experience as an Incident Manager required, covering regular and major incident management Prior experience in governing an incident management process in a multi-vendor environment 2 years of leadership or management experience preferred 5+ years   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 114438 while calling.   Other jobs in MA: Boston (103), Burlington (1), Cambridge (1), Canton (3), Chelsea (9), Franklin (1), Lexington (2), Malden (10), Marlborough (2), Maynard (2), Newton (1), Quincy (6), Sharon (1), Waltham (1), Welesley (1), Wellesley (6), Westborough (1), Westbourough (1), Implementation job openings in Waltham, MA Jobs List SAP BASIS Technical Consultant - 70968 Create date: 19-Jan-2021 Note: Remote for the time being. This is not a true Basis Admin. PLEASE look at the required skills section. We should submit only GC,GC - EAD, L2-EAD,H4-EAD and Citizens. Job Description: SAP Basis Technical Specialist Opening in Waltham, MA! Client has an opportunity for a SAP Basis Technical Specialist.... (This job is for - Implementation SAP Architecture Jobs in MA Waltham Consultant - (in Waltham, MA)) Cyber Security Engineer III-US - 68838 Create date: 26-Oct-2020 Note :remote for now but must be able to come onsite in the near future to waltham. Candidate must be our W2 Employee. Job Description : Position: CyberArk Security Engineer Location: Waltham, MA Duration: 6+ months Position Description: Our information technology Client, .... (This job is for - Implementation Architecting Cyberark Jobs in MA Waltham Engineer - (in Waltham, MA))    Implementation job openings in other states Jobs List Epidemiologist -62487 Create date: 04-Apr-2024 start date : 05/13/2024 End date :06/30/2024 submission deadline : 04/12/2024 client info : TN DOH Note: * Position Location: Hybrid Description : The Tennessee Department of Healths Division of Family Health and Wellness i.... (This job is for - Implementation Jobs in TN Nashville Consultant - (in Nashville, TN)) Enterprise Architect - Trimble Unity PMO Create date: 03-Apr-2024 start date : 05/06/2024 End date :06/27/2025 submission deadline : 04/12/2024 client info : CO DOT Note: * Position Location: Remote Description : The Colorado Department of Transportation (CDOT) is beginning a.... (This job is for - Implementation Project Manager Jobs in CO Denver Architect - (in Denver, CO)) Program Design And Implementor - 110.7-23-095 Create date: 15-Mar-2024 Start date : 6/1/2024 Submission deadline : 04/15/2024 02:00 PM CT Client Info : State Procurement Office Description : ------------------------------------------------------ This scope of work consists of the following tasks, but North Dakota Office of Renewable Energy and Energy Efficiency also known as .... (This job is for - Implementation Jobs in ND Bismarck Designer - (in Bismarck, ND)) SAO Workday Functional Consultant (731193) Create date: 07-Mar-2024 Job Title: SAO Workday Functional Consultant (AP, Banking & Settlements) (731193) Hybrid start date :04/08/2024 End date :06/30/2025 submission deadline :03/12/2024 client info : SAO Description : Candidate will work closely .... (This job is for - banking Implementation Jobs in GA Atlanta Consultant - (in Atlanta, GA)) Programmer Analyst 6 -127834 Create date: 01-Mar-2024 Start date : 03/25/2024 End Date : 1 Years from projected start date Submission deadline : 3/7/2024 at 10am EST. Client Info : DHHS Note : * Interview Process: Virtual Interview via MS Teams video. Please use laptop and be prepared so share screen if asked. Use of headphones is strongly disc.... (This job is for - Implementation Jobs in MI Lansing Analyst - (in Lansing, MI))    Implementation job openings in MA Jobs List ITS63 21-013 Data Project Manager -SP Create date: 16-Jun-2021 Bid Number: BD-22-1060-ITD00-ITD00-63943 Note: Email Submission hourly rate: $70.00-85.00 Note: Maximum number of resumes per ITS63 Vendors: 4 Submission Deadline: 6/23/2021 04:00 PM EST Start Date: 7/6/2021 End Date : 6/30/2022 Client: Executive Office of Technology Services and Security .... (This job is for - Implementation Jobs in MA Massachusetts Manager - (in Massachusetts, MA)) ITD 21-012 Release Manager -SP Create date: 07-May-2021 Bid Number: BD-21-1060-ITD00-ITD00-62339 Note: Email Submission hourly rate range: $50.00 to $73.00 Submission Deadline: 5/14/2021 05:00 PM EST Start Date: 6/1/2021 End Date: 6/30/2021 Client: Executive Office of Technology Services and Security Description: The Release Manager .... (This job is for - Implementation SaaS Jobs in MA Chelsea Manager - (in Chelsea, MA)) Product Owner - 73270 Create date: 24-Mar-2021 Candidate must be our W2 Employee. Candidate must be local: Yes We should submit only GC,GC - EAD, L2-EAD,H4-EAD and Citizens. Job Description: Client combines with parent company On Assignment to make it the 2nd largest IT staffing agency in the country. Client has an opportunity for an Associ.... (This job is for - Implementation Jobs in MA Boston Consultant - (in Boston, MA)) Business Analyst - 69988 Create date: 07-Dec-2020 Note: This candidate must be able to convert to a full time employee with our client. This is a contract to hire position so they are looking for people who are eligible to convert over full time. Candidate must be our W2 Employee. Candidate must be local: Yes We should submit only GC,GC - EAD, L2-EAD,H4-EAD and Cit.... (This job is for - Analytical Skills Implementation Business Analyst Jobs in MA Worcester Analyst - (in Worcester, MA)) Project Manager - 69622 Create date: 24-Nov-2020 Candidate must be our W2 Employee. Candidate must be local : Yes We should submit only GC,GC - EAD, L2-EAD,H4-EAD and Citizens. Job Description : It combines with parent company On Assignment to make it the 2nd largest IT staffing agency in the country. It has an opportunity for a Senior Projec.... (This job is for - PMP Implementation Jobs in MA Dorchester Manager - (in Dorchester, MA)) (Manager: Implementation, SLA, ITIL, Jira in Waltham, MA)

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