BMC Incident Problem Manager 

India, Maharashtra 

223197478

The Incident Manager is responsible for minimizing the negative impact of service interruptions in the BMC environment by ensuring affected services are restored to normal operations as rapidly as possible. You will be required to use your initiative to take ownership of the Incident Management practice, including the creation, maintenance and implementation of the policy documents. You will be accountable for the overall quality of the practice and oversee the compliance to the practice.

In addition, you will manage and implement Service Level Management in accordance with the SLM practices and policies at BMC Software.

• Ensure standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents.
• Develop, maintain, implement, and continuously improve practice documentation, including policies and procedures.
• Increase visibility and communication of incidents to business and IT support staff.
• Maintain user satisfaction with the quality of IT services through the review of Customer Satisfactions Surveys, metrics, and key performance indicators.
• Ensure Incidents are logged, categorized and properly documented through ongoing ticket audits and reviews.
• Ensure end to end communication is occurring during incidents, dealing with investigation and escalations, and ensuring the business, customers, and IT management are updated in a timely manner.
• Act as a champion of our customers and partners, and ensure services provide value and great end user experience
• Proactively manage Incident Management metrics and key performance indicators, ensuring any service trends are raised and the problem management process is followed.
• Drive and develop crisis management or major incident processes and systems, ensuring we are as prepared and effective as possible
• Produce appropriate reports and dashboards for senior leadership depicting the overall health of the IT environment.
• Act as a champion of our customers and partners, and ensure services provide value and great end user experience.
• Manage the end-to-end problem management process from problem identification to resolution, ensuring that all problems are resolved quickly.
• Work closely with IT teams to proactively and reactively identify problems, develop work arounds, determine root cause, and create action plans for preventing the recurrence.
• Prioritize problems according to their impact to the business and ensure the proper resources are allocated to resolve the problem.
• Monitor and report on the progress of problem resolution efforts, ensuring stakeholders are kept informed of the status. Escalate issues with resolutions as required.
• Develop and maintain dashboards for reporting pertinent metrics and key performance indicators.
• Create, review, and update documentation related to the problem management process, including problem records, action plans, and reports.
• Conduct regular reviews of the problem management process aligned with the continuous service improvement program and implement changes as necessary.