Project Manager - Incident, Outage, ITIL

Job Description: Responsible for managing production incidents and outage events within the Information Technology division. Provides leadership and coordination across infrastructure, application and partner teams to quickly remediate production issues and reduce mean time to resolution. Ensures appropriate managerial relationships are established and maintained to build and strengthen trust regarding incident management resolution and serves as a focal point for escalation of issues to be resolved. Facilitate ITIL standards adherence.

Responsibilities:
Manage incidents and outages
Manage the review, assignment and classifications of incidents, outages and problem cases
Actively engage with operations teams and engineers, and manage the involvement of application development and other areas in the change and problem management process
Create and review incident and problem management reports and identify action plans to improve key performance indicators as necessary
Introduces key ITIL disciplines and practical project management techniques to programs
Ensure proper usage of incident, outage, problem and change management systems and processes
Perform quality assurance on completed incident, outage, problem investigations and change management records
Conduct Root Cause Analysis (RCA), Port Mortem and Problem Management meetings
Define reporting requirements needed in the management of the incident, outage and problem management processes
Review incident, outage and problem processes, identify trends and recommend improvements
Make recommendations for resolution and improvements to mitigate risk and prevent the replication of problems across systems
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organizations desired culture and values

Qualifications:
ITIL framework certification
Strong analytical and project management skills
Ability to manage an incident/outage bridge with 50+ technical and business stakeholders
Ability to manage competing priorities and operate under pressure
Ability to adjust schedule based on business need
Ability to be proactive, takes action and anticipates opportunities
Ability to guide and assist in technical troubleshooting during an incident/outage
Excellent management, interpersonal, communication, presentation, and organizational skills
The ability to lead cross functional teams effectively at all levels of the organization
Coordination skills: managing (complex) IT technical investigations
Familiarity with New Relic, SumoLogic, Opsview, CloudWatch or other monitoring/logging tools used in the troubleshooting, identification and resolution of an issue
Advanced knowledge of incident, outage, problem and change management
Experience managing 24/7 Application, Infrastructure and/or Operation teams preferred
Experience supporting Application and Infrastructure in AWS preferred
Financial Services and, if possible, mortgage industry experience preferred
Strong business acumen and ability to interface with executive managementRequired Skills: NA. Don't hesitate! Submit your resume today. SMCI is an EEO employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, disability, age, genetic information, marital status, military, and veteran status. Members of minority groups, Vietnam Era Veterans and individuals with mental or physical disabilities are encouraged to contact us regarding employment opportunities. In addition, in order to support the provision of business to minority-owned and Women-owned businesses (MWBE), such MWBE are encouraged to contact us regarding subcontracting business opportunities with our firm. (No third parties, please)(H1 sponsorship currently unavailable)(Local candidates only, please)