Responsibilities
- Oversee Incident Reliability Engineering and ensure timely, accurate reporting of incident metrics and trends.
- Develop and maintain training materials to support ICE’s Incident Management processes and promote best practices across teams.
- Support the onboarding of newly acquired companies into ICE’s Incident Management framework.
- Analyze operational data to identify trends, perform root cause analysis, and recommend improvements.
- Map and document workflows to uncover inefficiencies and support process improvement initiatives using Lean/Six Sigma principles.
- Assist in coordinating projects, tracking progress, and aligning efforts with broader operational goals.
- Create and maintain dashboards and reports using tools like Excel, Tableau, and Power BI.
- Define and track key performance indicators (KPIs) to measure operational effectiveness.
- Communicate findings and updates clearly across technical and non-technical teams; contribute to stakeholder documentation and reporting.
- Collaborate with IT, operations, and leadership to support change management and the rollout of new tools or processes.
- Operate effectively in a dynamic environment where flexibility, prioritization, and responsiveness are essential.
- Provide confident and enthusiastic instruction for managers and senior leaders on process optimization, delivering insights with authority and passion to drive strategic improvements.
- Occasional travel may be required, particularly to support integration efforts or cross-functional collaboration with global teams.
Knowledge and Experience
- Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.
- 3+ years of experience in systems operations, IT support, or program coordination.
- Familiarity with Tableau or similar data visualization tools.
- Proficiency in Microsoft Excel and other Office tools.
- Strong attention to detail and organizational skills.
- Ability to work collaboratively across teams and communicate effectively with both technical and non-technical stakeholders.
Preferred Skills
- Analytical Thinking: Strong ability to interpret operational data, perform root cause analysis, and identify actionable trends.
- Process Improvement: Experience with workflow optimization using Lean, Six Sigma, or similar methodologies.
- Project Coordination: Skilled in managing multiple initiatives, tracking progress, and aligning with strategic goals.
- Data Visualization & Reporting: Proficient in Excel, Tableau, or Power BI
- Cross-Functional Communication: Able to translate technical concepts for non-technical audiences and collaborate across teams.
- Technical Acumen: Understanding of IT operations, incident management, and tools like JIRA, Confluence, or ServiceNow.
- Operational Metrics Awareness: Understanding and application of key performance indicators such as MTTx (e.g., MTTR, MTTD, MTTA) to drive reliability and performance improvements.