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Manager Incident Response

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Information Technology
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020660 Requisition #
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As an Incident Response Manager for Diebold Nixdorf Inc, you will need to be a strong team leader who can manage application, network, and infrastructure incidents, coordinate teams on troubleshooting activities and provide status updates to senior level management. You will be required to develop the incident response and management process that will be utilized to not only resolve, but communicate between the issues and plans between IT and the business. In this role, you will be our clients face to the customer/end user, working in a fast-paced, and high-impact environment as a visible contributor delivering on our commitments. The ideal candidate is a creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues. With a seasoned mix of project management knowledge and excellent Customer Relationship Management skills, you're well positioned to become a trusted advisor capable of building solid, long-term relationships with customers.

Responsibilities:

  • Adhere to the incident response management global processes including escalation resolution decision trees, process maps based on ITIL for infrastructure and application development
  • Continually evaluate existing process to determine gaps and build a roadmap to build a holistic response program based on ITIL
  • Integrate incident response process into HP Service Manager and PPM to ensure appropriate transition between break fix and enhancements for efficiency and effectiveness
  • Lead and perform root cause analysis exercises to ensure issue resolution and process improvement
  • Run daily debriefing calls post a major incident
  • Identify and implement KPI metrics, tools and processes to establish and optimize the IT incident response process
  • Owns the entire incident responsibilities and management reporting
  • Experience on Ticketing tools, Dashboard Monitoring Tools and ability to institutionalize the toll across application areas
  • Manage client expectations, escalations for all applications in the enterprise on a global scale
  • Will facilitate conference calls with IT department to communicate and escalate outage/crisis resolution from initiation to closure
  • Owning Problem Management process and completion of project records
  • Assist leadership team in support of the ITSM toolset and Incident Management processes within the tool
  • Assist leadership with writing/updating and owning global ITSM processes
  • Will make judgment calls and direct conversation for timely/effective resolution
  • Crisis calls will range from system communication errors to entire data center outages 


Qualifications:
  • Preferred Education/Professional Certifications include: BS/BA in Computer Science, MIS, and Business, IT or related field preferred
  • 3-5+ years of applicable experience 
  • ITIL certified with deep knowledge of ITSM processes
  • Knowledge and understanding of Incident, Problem and Change Management, with a deep understanding of Service Management roles and functions
  • Must be willing to be on call and run major incidents at a moment notice 365 days year 24x7
  • Must have a professional appearance and demeanor and ability to work with senior executive staff
  • Potential to move into a lead role
  • Exhibit a work attitude that exhibits drive, assertiveness, judgement, decision making, dependability and ambition
Diebold Nixdorf, Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, genetic information, disability or protected veteran status.

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