• Problem and Incident Manager

    Location US-NC-Raleigh
    Posting date 1 month ago(7/19/2018 11:23 AM)
    Job ID
    Information Technology
  • Company description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Global Enterprise Support (GES) team is looking for a Problem and Incident Manager with Information Technology Infrastructure Library (ITIL) and problem resolution experience to join us in Raleigh, NC. In this role, you will help develop, implement, enhance, and manage the problem and incident management process and activities. You’ll lead problem review sessions and coordinate major problem resolutions. You’ll ensure that all incidents are logged and relevant parties involved. As a Problem and Incident Manager, you will communicate with and coordinate activities with change management, incident management, and associates. You’ll ensure problem and incident resolution and that accurate root cause and trend analyses are determined. You’ll provide accurate and timely management reporting and serve as a single point of contact for one or more problems. You’ll also review problem trends and planning, guide improvement plans, and provide assistance with gathering requirements for other projects assigned to the Continuous Integration (CI) team.

    Primary job responsibilities

    • Serve as a single point of contact for one or more problems
    • Own and coordinate actions regarding these problems
    • Analyze root causes, identify known errors, and coordinate actions to fix the errors
    • Review problem trends and planning and guide improvement plans
    • Identify problems and analyze and recommend service improvement plans with the possible solutions obtained from technical teams
    • Identify trends and potential problem sources by reviewing incident and problem analysis
    • Review the efficiency and effectiveness of the problem management process
    • Maintain inventory of problems under analysis and their current progress and status
    • Follow up on issues and progress with problem owners where necessary
    • Update known error database
    • Produces problem management reports and management information
    • Coordinate meetings to resolve problems
    • Prevent recurrence of issues by identifying root causes and implementing fixes
    • Work with all internal technical teams, the Service Management team, and business stakeholders to come up with solutions
    • Apply innovative approach as problems are unique and need to use different root cause analysis (RCA) techniques
    • Manage problems to ensure that these are diagnosed, logged, and escalated to appropriate and consistent quality standards
    • Assist other team members with gathering project requirements
    • Good interpersonal and organizational skills
    • Manage other GES project and program tasks as assigned by CI managers

    Required skills

    • Bachelor's degree or equivalent work experience of at least three years
    • Subject matter expert in problem and incident management
    • Motivated
    • Solid analytical skills
    • Ability to communicate and negotiate at all levels
    • Good organizational skills; ability to motivate people across the organization to provide solutions
    • Sound technical knowledge across the core supported application base
    • Experience working across global teams
    • Exceptional written and verbal communication skills
    • ITIL Service Management knowledge is a plus

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.


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