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Incident Process Leader
Ref No.: 17-11050
Location: Vernon Hills, Illinois
Position Type:Right to Hire
Start Date: 11/06/2017
Title: Incident & Problem Management Process Leader
Location: On-site, Long Island, NY
Duration: 6 month contract-to-hire 
Hours: 6am- 6pm - you have to be accessible during those hours, however, you only have to be onsite for 8 hours a day!


Position Details:
  • Strong knowledge and experience in excel functionality and reporting (formulas)
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Strong focus on customer satisfaction
  • Possess excellent written and verbal communication skills
  • Ability to communicate effectively amongst IT technical teams, IT leadership and Zebra business team members
  • Looking at ticketing and collaborate on how other team members are doing on their role
  • Ability to be on-call for Major Incident delivery outside of some standard business hours
  • 300 people across the globe that deal with break-fix 
  • Major Incident Delivery
  • Being the person who handles all escalations for daylight hours in North America & partnering in Singapore
  • Strong customer satisfaction background
Top Must Haves:
  • Ideal candidate would be working in a mid-sized company where there isn't much structure (similar environment) - not as corporate 
  • Someone skilled in wearing multiple hats and assisting at least 9,000 end-users
  • Experience with an unstructured, innovative, fast-paced environment
  • You will run the entire North American region - you would be the only person in this role - other team member is in Singapore who works the nights and weekends 
  • This person must be able to quickly deliver at a high level of aptitude
  • Measuring & Moderating governing Incident Management delivery
  • Technical background
  • Prior experience with Major Incident delivery - strong background with coordinating cross-functional response to major, high impacting disruptions
  • More than 7 years of operational work experience with incident management delivery, methodologies, and professional tools

Nice to Haves:
  • Service Management Tool Sets (ServiceNow a plus)
  • Experience working with ITIL principles (certification a plus)
Team/Company Culture:
  • Collaborate with team members all over the country
  • Will have opportunity to present to directors 
  • Delivery is 24/7 (with help from a candidate in Singapore) 

If qualified and interested, please submit your resume to Brittany Hale at brittany.hale@mondo.com.