Network Incident Management Quality Assurance Lead

We are seeking an experienced ITIL Network Incident Management Quality Assurance Lead to ensure the highest standards of quality in our IT network incident management processes.

Requirements

• Manages and mentors the network incident management QA team
• Identifies and tracks program risks and action items to closure, and assess risk and cost of changes
• Establishes and maintains a close working relationship with other areas, service providers, customers, and technical staff
• Ensures senior management are always informed of appropriate activities and issues (early and frequently)
• Ensures compliance with process-specific standards and policies, and stays abreast of process changes
• Develop and utilize ServiceNow dashboards, tools, and techniques to report the status of the process as needed
• Support measurement and reporting for weekly and monthly meetings and as required
• Identify areas for improvement in practices and recommend solutions
• Manages end-to-end projects that follow procedures, work instructions, and templates to support process execution
• Develops and maintains relevant and appropriate project management documentation and artifacts (i.e. project schedules, briefings, reports, etc.)
• Leads efforts ensuring high performance and quality are consistent
• Develop and maintain customer required and identify and recommend changes or additions to quality metrics and KPIs
• Establish goals and objectives for the team(s), running day-to-day operations for the assigned projects
• Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved
• Monitor and analyze incident metric data to identify trends and potential issues
• Collaborate with network operations, engineering, and support teams to implement improvements
• Develop and implement quality assurance strategies and processes for capacity management initiatives
• Create and present regular reports on network availability and quality metrics to stakeholder

Benefits

• Comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits
• Competitive compensation
• Learning and development opportunities
• Flexible time off benefit