Major Incident & Problem Manager

Company: Balchem
Location: Chaska
Posted on: September 23, 2024

Job Description:

At Entegris we are committed to providing equal opportunity to all employees and applicants. Our policy is to recruit, hire, train, and reward employees for their individual abilities, achievements and experience without regard to race, color, religion, sexual orientation, age, national origin, disability, marital or military status.MN - Chaska Jonathan Full time REQ-6925 Job Title:Major Incident & Problem ManagerJob Description:Why work at Entegris?Lead. Inspire. Innovate. Define Your Future.Not everyone who works for a global company shares the same background, experiences and perspectives. We leverage the differences of our employees to bring new ideas to the table. Every employee throughout the company is encouraged to share input on projects and initiatives. Our decision making process is truly a collaborative effort as we realize there are leaders at every level of the organization. We put our values at the core of how we operate as an organization - not just when it's convenient, but in a lasting and meaningful way. We want the time and energy you spend here to have a positive impact on your life inside and outside of the office.Entegris is a values-driven culture and our employees rally around our core PACE values: People AccountabilityCreativityExcellenceThe I&O (Infrastructure & Operations) Team is hiring a Major Incident & Problem Manager to join our Service Delivery and Support team. In this role, the Major Incident & Problem Manager will lead continuous improvement efforts and active management of activities associated with service restoration and environment stability. A qualified candidate will have broad technical proficiency, exceptional communication skills, and ability to manage multiple priorities effectively. What you'll do:

• Direct active Major Incidents and the full end-to-end Major Incident service governance which includes the management of Major Incident channels, process, conference calls, facilitating service recovery, gathering required support teams, overseeing escalations, issuing communications, and preparing executive communications.
  • Lead and participate in maturity of resiliency and continuity programs, drills, and processes.
    • Build and evolve the practice of Incident & Problem Management, developing processes and systems to drive continuous improvement globally.
      • Leads and/or participates in post Incident review and Problem Management meetings with key stakeholders and service owners.
        • Document pertinent information that aids process improvement, identifies deviations, and enables the creation of Known Errors and Knowledge.
          • Create, monitor, and evaluate dashboards for various audience within and outside ITSM toolset.
            • Collates and analyses data for metrics and KPIs.
              • Monitor and ensure compliance with SLAs, taking necessary actions to avoid breaches.
                • Identifies opportunities and ownership for automation and/or continuous improvement of process steps and best practices.
                  • Formulate, implement, orchestrate, and innovate technologies, processes and procedures for recovery and remediation.
                    • Establish and govern proactive element with the goal of identifying and capture preventative actions via a robust problem management process through resolution and root cause. What we seek:
                      • Minimum of 10 years of relevant technical experience, with a focus on leadership and strategy in the IT Service Management space.
                        • Bachelor's degree or higher in Computer Science / Information Systems or a related field / work environment - preferred.
                          • Intermediate-Expert ITIL Certifications with in-depth knowledge of Incident and Problem Management processes, frameworks, and best practices.
                            • Analytical and Critical Thinking Skills: Strong analytical and problem-solving abilities, with the ability to analyze complex issues, identify trends, and implement effective solutions.
                              • Stakeholder Management: Excellent communication and stakeholder management skills, with the ability to engage and influence stakeholders at all levels of the organization.
                                • Strategic Thinking: Demonstrated ability to think strategically, develop long-term plans, and align incident, problem, and availability management activities with business objectives.
                                  • Compliance and Governance Knowledge: Familiarity with industry regulations, standards, and frameworks related to incident, problem, and availability management (ISO 20000, ITIL, etc.).
                                    • Continuous Improvement Mindset: Strong focus on driving continuous improvement, embracing emerging technologies, and implementing industry best practices.
                                      • Experienced knowledge of mature Major Incident, Problem, and Resiliency within a ITSM ticketing system - ServiceNow Preferred or similar.
                                        • Confidence to drive and run large conference calls.
                                          • Experience in influencing internal/external teams within a diverse/large organization and skilled at building strong relationships, to deliver required & improved results.
                                            • On-Call Support. What We Offer: At Entegris, we invest in providing opportunity to our employees and promote from within. The new hire in this role will have the potential to grow and create relationships across the organization and be recognized for demonstrated success and adherence to company PACE values. Our total rewards package goes above and beyond just a paycheck. Whether you're looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals.
                                              • Generous 401(K) plan with an impressive employer match
                                                • Excellent health, dental and vision insurance packages to fit your needs
                                                  • Flexible work schedule and 11 paid holidays a year
                                                    • Paid time off (PTO) policy that empowers you to take the time you need to recharge
                                                      • Education assistance to support your learning journey
                                                        • Values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence. At Entegris we are committed to providing equal opportunity to all employees and applicants. Our policy is to recruit, hire, train, and reward employees for their individual abilities, achievements and experience without regard to race, color, religion, sexual orientation, age, national origin, disability, marital or military status. Entegris strongly encourages all of its employees to be vaccinated against COVID-19. At Entegris, COVID-19 vaccination is preferred but not required at this time. At Entegris, we want you to be part of our culture, which values your unique talents, skills, and experiences. We believe what we do is as important as how we do it.People at our company bring their true selves to work, and are appreciated not only for what they do, but for who they are. This plus the technical complexity of our products and solutions means you can be sure your work is both challenging and changing the world for the better.Please see job descriptionPI249127910

Keywords: Balchem, Minneapolis , Major Incident & Problem Manager, Executive , Chaska, Minnesota