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.
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.
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