Incident Manager

US-MI-Ann Arbor
FLSA Status
Exempt
Type
Regular Full-Time

Mission

 

Join the leading global provider of software and services for the automobile insurance claims processing industry!  Solera Holdings delivers market-leading claims solutions to more than 50,000 insurance companies, collision repair shops and automotive recyclers worldwide.  This global reach, combined with a strong financial position, enables us to continually invest in our technology, our clients and our employees.

The Incident Manager’s mission will be to lead and manage a team that is responsible for the identification of incidents and ensure their prompt resolution. The team is responsible for addressing and solving service failures as quickly and effectively as possible while providing prompt, clear incident communication to internal personnel (C-level, business leads, technical).

 

You will manage a team that is staffed 24x7x365 out of our Ann Arbor network operations center, as well as offshore personnel. You will work with the teams directly associated with the service issue (as well as other relevant personnel) and push processes from all business units to ascertain appropriate resolution by prioritizing tasks and problems. Once the issue has been resolved, you will take the initiative to work with your team to establish procedures to prevent similar incidents from occurring in the future. In addition to responding to these situations, you will also work proactively to improve the incident management process and ensure that proper reporting of all incidents is compiled and submitted for review. 

 

As a Manager of the Production Operations NOC/Incident Management team, you will own the incident management lifecycle which includes managing a production incident from the beginning through to resolution and mitigation of further incidents. This position reports directly to the Director of Production Operations for Solera North America.

As the team expands, it will be your job to establish best practices, hire and manage future talent, and ensure the overall success of incident management.

 

 

Position 80s

Responsibilities:

  • Personnel management of the NOC team including offshore resources.
  • Expand the Production Operations incident management procedures to include all business units for Solera North America.
  • Manage the major incident process to drive restore services quickly to customers while minimizing the impact.
  • Liaise with team managers of all technical experts (or support teams) to ensure swift resolution of incidents.
  • Provide required notifications and updates on all appropriate incidents to varying levels of Solera staff.
  • Capture all incident details and update all necessary documents.
  • Work closely with Release Management leader on major incidents and correlate them to requested changes
  • Improve and advance the overall maturity of the incident response process, its governance, and efficiencies.
  • Ensure that incident management KPIs are reported and their targets met.
  • Analyze incident trends and recommend corrective actions as necessary.
  • Initiate and participate in post mortem meetings to drive technical teams to define root cause and resolve post-incident action items.
  • Conduct post-incident analysis and ensure accurate root cause of incidents is published, appropriate preventive actions are identified and tracked, and ensure elimination of future service interruptions is minimized.
  • Educate IT and the business about incident management, risks and controls, and industry best practices.
  • Ensure that the detection, reporting, initial problem support and prioritization of all incidents are effectively and consistently applied.
  • Make recommendations for service process improvement plans.
  • May participate as subject matter expert or lead multiple moderately complex initiatives.

 

Qualifications

Qualifications:

  • Bachelor's degree in Computer Science or related field or equivalent experience. ITIL Certification (v3 Foundations minimum; v3 Intermediate or v2 Practitioner desired)

Preferred Qualifications:

  • Minimum of 3 to 5 year’s experience demonstrated as an Incident Manager.
  • Experience managing and controlling IT incidents throughout a group, organization, or division.
  • Experience working with ITIL principles.
  • Experience coordinating issues between all business units from technical support to corporate executives.
  • Experience designing incident processes.

Competencies:

  • ITSM: Knowledge of industry accepted standards and best practices related to Information Management operations, and with ITSM best practices.
  • ITIL: Tools Knowledge of tools that support ITIL processes.
  • Service Management Fundamentals: Demonstrated experience with knowledge of complimentary processes: Configuration Management, Release and Deployment Management.
  • Problem Solving: Sound problem identification, judgment, resolution and decision-making skills.
  • Command and Control Skills: Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods.
  • Leadership: Ability to work well interpersonally cross group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority.
  • Process Engineering: Capable of leading process analysis and providing feedback on deficient systems. 

 

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