Description
The Associate Director, Problem, Incident and Event Management drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications; including ownership of the Incident Management process and leadership of the Computer Support Service (IT Help Desk). The Associate Director, Problem, Incident and Event Management requires a solid understanding of how organization capabilities interrelate across department(s) as well as how to establish and effect successful cross-functional leadership. The ultimate objective is to ensure we are enabling quality technology solutions by driving Accountability in an agile manner.Responsibilities
The Associate Director, Problem, Incident and Event Management establishes policies, processes and systems for the implementation of a quality incident management process. This includes but is not limited to monitoring trends in incidents and issues. Decisions are typically related to identifying and resolving complex technical and operational problems both within own and across other technology department(s), and will lead multiple managers or highly specialized professional associates. Effective communication in a crisis is a critical aspect of the role, as well as understanding and making key decisions on strategies and tactics to achieve the objectives.
Required Qualifications
Preferred Qualifications
Additional Information
Scheduled Weekly Hours
40
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