Problem and Availability Manager in Tampa, FL at Johnson Service Group

Date Posted: 11/8/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Tampa, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/8/2019

Job Description

JobID: 376328

Johnson Service Group is recruiting a Problem and Availability Manager for a great client of ours in Tampa, FL.  

****ALL CANDIDATES MUST BE ABLE TO WORK IN US WITHOUT SPONSORSHIP****

Summary

The Problem and Availability Manager will have coordination responsibility for all Problem Investigations across the entire IT department including identification, coordination, root cause analysis documentation, and appropriate follow-up to interested parties.
• Problem Managers lead a team to investigate the root cause, agree on a plan to reduce the likelihood of an issue reoccurring and holding people accountable for the corrective and preventive actions.
• This role will have responsibility for execution of the departments Change Management function including facilitation of the weekly CAB process

•        No people management; only the enterprise and functional projects around it (Systems availability – Service restoration)

•        Will delegate and serve across all IT… Change Mgt / DevOps

•        Meetings / Graphs / presentations with groups and all of IT to discuss issues / how to fix / responsibility, etc.

Responsibilities:
• Effectively manage the prescribed process to drive restoration of services for customers (internal and external) while minimizing impact
• Produce and maintain incident documentation in various formats including: incident chronology, stakeholder status updates; executive briefing notes, and post-incident reports
• Lead post-incidents analysis and documentation to ensure accurate root cause of incidents is published, appropriate preventative actions are identified and tracked, and reduce likelihood of future technology
• Manage the weekly change control process, including facilitation of weekly CAB meeting

Requirements
Bachelor's Degree required; field of study: computer science, system analysis or a related study, or related technical studies (Masters Degree preferred)
• Seven (7) years comparable experience in IT service management, process improvement, project management, and/or program development; with three (3) years * comparable IT support and development experience in healthcare settings
• Minimum of two (2) years of supervisory and/or project lead experience is required
• Experience working with ITIL v3, Agile/Scrum and DevOps principles
• Technical writing experience following ITIL best practices with standard operating procedures, knowledge base articles, etc and advanced skills with Word, Excel and SharePoint
• Experience with ITSM Tool

NOTES:

We need a person well versed in Problem tracking, availability metrics, root cause analysis, conducting daily huddles managers and/or application-system owners to discuss previous night’s activities, ITIL experience and change management facilitation.

#D600