Incident Manager/Problem Manager Lead (Bethpage, NY, US) - PSEG

Job Summary

Incident Manager/Problem Manager Lead

The purpose of the Incident/Problem Manager is to manage the lifecycle of all incidents, problems identify the root cause of incidents, and problems identified, and minimize the recurrence of future/recurring incidents. This role works collaboratively to coordinate with various teams to investigate and resolve issues, and provide regular updates to stakeholders. The work is largely aimed at incident avoidance requiring active engagement in problem management by analyzing trends or historical data of incidents and services. As lead, responds to and addresses unplanned events that can affect service quality or service operations. The role executes the processes that support the identification and resolutions/corrections to problems to maintain normal service and minimize impact to the business. These include Incident identification, categorization, prioritization, response and closure.

Job Responsibilities

Include but are not limited to:

• Identifies the occurrence of incidents, and categorizes/prioritizes incidents resolution, reviews all current and previous incidents and identifies problems if needed for root because analysis ensures normal services are restored as quickly as possible and significant operational impacts due to incidents in the IT environment are minimized.
• Serves as an escalation point for high priority incidents and problems and work with support teams to troubleshoot and resolve them, monitors effectiveness of incident management, make recommendations for improvement and identifies opportunities to create documentation and procedures to support the resolution of future/open incidents, known errors and raises change requests if a functional change is required to prevent the reoccurrence of future incidents and problems.
• Identifies the need for emergency changes and works with support teams to ensure they are resolved and deployed in a timely manner and develops and maintains the incident and problem management processes, and ensures that all Service Desk and Support personnel adhere to defined processes.
• Uses analytical/reporting methods to assess incident management and problem management performance and performs regular reviews of the live and development environments to identify trends or underlying issues that result in problems.
• Operates or uses various equipment and supplies in order to complete work assignments: operates and maintains servers, hard drives, and other equipment; operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.
• Communicates with supervisor, other employees, clients, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Job Specific Qualifications

Required:

• Bachelor's Degree in Business,  Information Technology, Information Systems, Computer Science, or related field with six (6)or more years of related work experience in technology field supplemented by four (4) years of incident management and problem management experience; 
• Excellent understanding of service development, management and operations industry standard.
• Professional communication and collaboration skills.
• Business and financial awareness of the impact of problems.
• Ability to coordinate, manage, and/or correlate data. Includes exercising judgment in determining time, place and/or sequence of operations, referencing data analyses to determine necessity for revision of organizational components, and in the formulation of operational strategy.
• Ability to make decisions on procedural and technical levels.
• Ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information
• Ability to apply principles of influence and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problem
•  Ability to exercise judgment, decisiveness and creativity in situations involving broader aspects of organizational programs and operations, moderately unstable situations, or the direction, control and planning of an entire program or set of programs.

Desired:

• ITIL3/4 Certification required; ITIL Strategist preferred.

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.