Job Description:
Position Summary
An Incident Triage Manager primary responsibility is driving effective triage leadership for all IBST and ETEC related technology and operations incidents. This position requires holding business partners, subject matter experts and technical partners accountable during restoral activities, ensuring proper escalation occurs, timely and accurate business communications are created and documentation of the incident is accurate. Candidate will lead triage calls, keeping the necessary focus on restoration of services while delivering clear, concise and timely incident communications. Duties include ensuring all necessary teams are engaged and focused on their tasks. Must be flexible, has foresight to see the need to change priorities, escalate accordingly and able to understand and communicate across diverse technical platforms. Flexible enough to work for extended hours and/or weekends as needed to handle high priority issues, production recoveries and provide support to monthly Integrated/Infrastructure Releases.
Required Skills
Strong work ethic, self driven to independently drive out incidents by navigating the triage to restoral. Candidate must take initiative, demonstrate relationship management skills (advise, influence, and consult). Have strong analytical and problem solving skills with attention to detail, accuracy and follow up. Exceptional planning, organizational, and time management skills. Excellent written and verbal communications skills. Flexibility with evolving environments with the ability to manage multiple and sometimes competing priorities. Confidence under pressure leading a diverse audience of technicians, business partners and/or executives.
Desired Skills
Knowledge of ITSM Incident, Change and Problem Processes along with usage of the tool, Remedy. Knowledge of myCTO
Core Technology Infrastructure Organization:

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner
• Commitment to challenging the status quo and promoting positive change
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.
Shift:
1st shift (United States of America)
Hours Per Week:
40
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