INCIDENT/PROBLEM MANAGER

The purpose of the Incident/Problem Manager is to manage the lifecycle of all incidents and problems identify the root cause of incidents and problems identified, and minimize the recurrence of future/recurring incidents., The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Identifies the occurrence of incidents, and categorizes/prioritizes incidents resolution, reviews all current and previous incidents and identifies problems if needed for root cause analysis, ensures normal services are restored as quickly as possible and significant operational impacts due to incidents in the IT environment are minimized.

Serves as an escalation point for high priority incidents and problems and work with support teams to troubleshoot and resolve them, monitors effectiveness of incident management, make recommendations for improvement and identifies opportunities to create documentation and procedures to support the resolution of future/open incidents, known errors and raises change requests if a functional change is required to prevent the reoccurrence of future incidents and problems.

Identifies the need for emergency changes and works with support teams to ensure they are resolved and deployed in a timely manner and develops and maintains the incident and problem management processes, and ensures that all Service Desk and Support personnel adhere to defined processes.

Uses analytical/reporting methods to assess incident management and problem management performance and performs regular reviews of the live and development environments to identify trends or underlying issues that result in problems.

Operates or uses various equipment and supplies in order to complete work assignments: operates and maintains servers, hard drives, and other equipment; operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.

Communicates with supervisor, other employees, clients, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Additional Functions: Performs other related duties as required.

Bachelor’s Degree in Business, Information Technology, Information Systems, Computer Science, or related field; supplemented by four (4) years of incident management and problem management experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license. IT Infrastructure Library (ITIL) service delivery process preferred certification.

Specific Knowledge, Skills, or Abilities: Good understanding of service development, management and operations industry standard. Strong communication and collaboration skills. Business and financial awareness of the impact of problems. Minimize both the number and severity of incidents and potential problems., The examination will consist of an evaluation of education and experience, accomplished by analysis of the application. Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as qualified. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/course work used to qualify for this position., * Leadership Under Pressure: Military experience leading personnel during time-sensitive operations translates into the ability to coordinate incident response efforts, guide cross-functional teams, make sound decisions under pressure, and maintain continuity of critical business operations.

• Operational Planning & Execution: Experience planning and executing complex missions aligns with managing incident and problem management processes, coordinating resources, establishing priorities, and ensuring timely resolution of technology service disruptions.
• Adaptability & Rapid Problem Solving: Military service develops the ability to assess evolving situations, identify root causes, evaluate risks, and implement effective solutions in fast-paced, mission-critical environments-skills essential for incident and problem management.
• Team Cohesion & Communication: Experience collaborating across diverse teams and communicating effectively under pressure supports successful coordination among IT professionals, business stakeholders, vendors, and executive leadership while fostering accountability and continuous improvement.

Performance Aptitudes: Data Utilization: Requires the ability to coordinate, manage, and/or correlate data. Includes exercising judgment in determining time, place and/or sequence of operations, referencing data analyses to determine necessity for revision of organizational components, and in the formulation of operational strategy.

Human Interaction: Requires the ability to function in a managerial capacity for a division or organizational unit; includes the ability to make decisions on procedural and technical levels.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate and control the actions of equipment and machinery, requiring the monitoring, adjustment, regulation, and/or setting of multiple conditions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.

Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving broader aspects of organizational programs and operations, moderately unstable situations, or the direction, control and planning of an entire program or set of programs.