4647 – Senior Engineer, Incident and Problem Management

Job Summary:

– Manage the daily incident and problem management of overall IT Operations to ensure proactive delivery of safe, secure, reliable, and cost-effective technology services to critical company functions.

– Responsible for defining, implementing creating 24×7 processes managing ITIL compliant Incident and Problem management, ensuring industry best practice processes and compliance and adherence to the ITIL framework.

– Lead teams of technical experts and IT leaders through incidents to successful resolution.

– Develop, coordinate, and implement operational plans related to normal, degraded, and emergency service.

– Ensure timely and accurate technical and business impact and broad agency and executive facing communications.

– Define, implement and lead the formal Problem Management function, ensuring rigorous process and driving mitigating items to closure across all of IT Operations.

– Collaborate with internal partners to develop, update, and implement policies, and procedures related to IT operations.

– Serve as an on-call manager for a twenty-four hour, seven day a week operation.

– Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements. Safety is a fundamental value that guides all aspect of our work.

Responsibilities:

– Provide IT wide effective leadership of all teams involved in incident identification, scope of impact, resolution and following problem management processes.

– Lead the organization in increasing resilience by way of reducing incident duration and frequency.

– Develop a work environment that is inclusive, respectful and in full partnership with members and officers of IT. Ensure consistent application of policies, procedures and labor agreement throughout the workforce. Apply provisions of the Working and Wage Agreement, District policies, rules and standard operating procedures while addressing employee concerns over work times and conditions.

– Collaborate, develop, recommend, communicate and evaluate new or revised policies, programs and procedures that impact operations and support of agency goals, includingITT policies, Standard Operating Procedures (SOP), communication protocols, and business processes. Keep current with industry best practices including consistent SOP application and usage, development of Key Performance Indicators (KPI) and reporting on same.

– Assist in development of programs for OCC technical systems, including bus dispatch, rail control, CCTV, and mobile computing systems. Assist in managing logistics implementation sequence and schedules, testing, training, and operations for replacement or modification projects for OCC technical systems.

– Develop, coordinate, and implement operational plans related to normal, degraded, and emergency service. Support the Director in overall incident command during special events, service interruptions and during emergencies. Collaborate with OCC indecent manager and as needed, for our client’s overall incident commander and be an active member of an Emergency Operations Command Center.

– Help establish clear goals, targets, performance standards, policies, strategic actions and scorecards. Provide leadership to the operational team and provide employees clear communication and direction in regards to goals and objectives. Measure performance goals and recognize achievements.

– Serve as an ITIL expert in the space of Incident and Problem management; contribute to overall ITIL maturity organization wide.

Education:

– Bachelor’s Degree in Computer Science or IT

Required Work Experience:

-6 years of total years credited experience. Directly-related to or similar experience.