Major Incident and Problem Manager (work from home)

American Red Cross
United States, North Carolina, Raleigh
July 14, 2022
Please use Google Chrome or Mozilla Firefox when accessing Candidate Home. By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network? ** As a condition of employment with American Red Cross, you are required to provide proof that you are fully vaccinated for COVID 19 or qualify for an exemption, except in states where it is prohibited by law. Accordingly, employment is conditioned on providing proof of vaccination or having an approved exemption prior to starting employment Join us-Where your Career is a Force for Good! Job Description: Our Commitment to COVID-19 Safety: The American Red Cross requires all new hires be fully vaccinated against COVID-19 as a condition of Employment, except in states where it is prohibited by law. This means that all individuals working for the organization must be fully vaccinated against COVID-19 by the start of their employment or seek an exemption. Upon being offered a position, individuals will be required to submit proof of vaccination. If you are unable to be vaccinated due to medical or religious reasons, you may qualify for an exemption. If seeking an exemption, you will be required to submit documentation at the time of offer and your request must be approved prior to hire. Why Choose Us? As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs. At the American Red Cross, you will enjoy a collaborative work culture committed to the diversity of our people, programs, and services. If you share our passion for helping people, join us in this excellent career opportunity. The work location for this exciting opportunity is virtual. The selected candidate will work 100% remotely from home and can be located anywhere in the United States. About the Job: IT Customer Support provides twenty-four-hour seven day a week first tier support to Biomedical, Chapter, Services to the Armed Forces, International Services, National Headquarters and Corporate customers throughout the United States. Its mission is to provide accurate and timely information to requests from the users of all IT systems and business processes, resolving whenever possible at the first-tier level, and escalating appropriately when necessary. Major Incident and Problem Management is an integral part of the support model, managing outages and performance issues, informing, and restoring normal service operation as quickly as possible to minimize adverse impact on business operations. The Major Incident and Problem Manager applies understanding and knowledge of information systems products and services to assist in the management of Major Incidents, Problems and Root Cause Analysis (RCA). They provide technical and process support to team members, and act in a leadership capacity in specified support issues. They will assist users and colleagues in resolving all outage related problems and questions. Major Incident and Problem Managers must have superlative written and oral communications skills and must have proven record of high level of work quality. What you will be doing:** Undertakes immediate efforts to ensure effective and rapid response and restoration (Crisis/ P1 / P2) Advocate for customer, Tier 2 and Tier three technical teams, and business units Researches, identifies, and proposes viable solutions for major incident process Perform incident management functions per Information Technology Infrastructure Library (ITIL) and serves as the incident owner throughout the lifecycle Research issues and escalations, convening escalation bridges with appropriate Tier 2 and Tier 3 groups as necessary Develops, tracks, and presents key Incident Management metrics Deconstructs major incidents to identify issue lifecycle versus root cause Coordinates identification and resolution of major incidents with resolvers Obtains and documents accurate updates on the work being done to resolve the outage Documents/updates appropriate communications, phone portals and service portals wherever applicable during outage Coordinates the logistics around and conducts related audits of major incidents, including sample selection, documentation, and communication of results. Ensures compliance with requirements, processes, and procedures. Ensures timely completion, management, and control of deliverables. Ensures conformance to and provides high level of expertise on incident tool(s), knowledge management tool(s) and quality management tool(s), processes, and procedures Performs as technical evaluator for support plans and Knowledge Articles for known issues. Reviews and makes recommendations of improvements to knowledge management documentation. Contributes analysis and documentation to Known Error Database Interprets and implements incident standards and requirements Adheres to and maintains high levels of expertise in all incident management support processes, procedures, and expectations established by management. Performs as single point of contact for one or more problems. Responsible for problem coordination Creates and updates the Problem Record, schedules, and facilitates Problem Management meetings Ensure that appropriate root cause is recorded, identifies any Known Errors and coordinates actions to fix the errors Tracks corrective actions to closure Identifies trends and potential Problem sources Follows up on issues and progress with Problem Owners where necessary. Works with all internal technical teams, Service Managers, and external stakeholders Produces Problem Management reports and management information Produces RCA notification Assists with the updating of SOPs, work instructions, checklists, and various other documents. Proactively identifies training opportunities to execute on the organization's overall goals Meets or exceeds all Goals and Objectives and Service Level Targets Provides input to senior team members regarding outage related actions/activities Work on-call hours that would include 24/7 coverage per the SOPs Scope: Individual contributor that works under limited supervision. Apply subject matter knowledge. Capacity to understand specific needs or requirements to apply skills/knowledge. Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas. What we need from you: Education and Experience Bachelor's degree from an accredited college or university in Computer Science or Business or equivalent years of experience in lieu of degree. A minimum of five to seven years of equivalent experience, or seven to nine years of related experience in Computer or Customer Support. Experience with the FDA, pharmaceutical, blood banking or the financial industry regulated environment a plus. Computer/Technology Intermediate to advanced level knowledge of Microsoft Office Suite applications, such as Word, Excel, PowerPoint, Teams, Yammer, and Outlook are required. Understanding of ITIL methodology and demonstrated proficient in the ITIL v4 framework, and Microsoft or Cisco certifications a plus. Skills and Abilities Highly tenacious, combined with high stress resistance Uses logic, methods, and tools to solve problems with effective solutions Ability to coordinate and drive conference calls Excellent organizational and time management skills Displays basic Project and Problem Management skills and abilities Ability to recognize errors and correct to meet organizational standards Ability to troubleshoot problems and work with other groups to find solutions Extremely detail oriented Capability of multi-tasking, managing multiple events simultaneously Proven ability to analyze and report on various levels of data and metrics Ability to follow outlined processes and procedures Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization Ability to follow verbal and written instructions Ability to work independently with little supervision +++++++++++++++++++++++++++++++ The legal stuff: Essential Functions/Physical Requirements: Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential. May include sitting for long periods of time, driving a vehicle and working under challenging conditions. Work Conditions: Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work. May travel and participate in meetings and conferences throughout chapter jurisdiction, state and Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster. What's in it for you: For those candidates located in Colorado or Connecticut, the annual salary range for this position is: $85K+. We do not offer an annual bonus for this role. Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the job or employee resides. The stated salary range in this posting is an average and may not be reflective of your individual circumstances. We will review specific salary information at the time of phone screening based upon your location. The American Red Cross is a diverse nonprofit organization that creates a culture of collaboration and team spirit. We offer our employee's a competitive salary, wide range of generous benefits including health, dental, vision, life and disability insurance; flexible spending accounts; 401K retirement plan with match; paid time off, holidays and floating holidays and paid family leave. Also, we encourage professional development and provide growth opportunities. To be considered for this position, please visit www.redcross.org/jobs to apply. Apply now! Joining our team will provide you with the opportunity to make a difference every day. The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Interested in Volunteering? Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission. Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions. To view the EEOC Summary of Rights, click here: Summary of Rights