Responsibilities:
? Investigate, communicate, escalate, and facilitate the day to day activities of Incident and Problem Management.
? Drive remediation efforts to dramatically decrease incident recurrence while increasing business confidence in technology services.
? Act as the central communications point providing concise, timely and relevant communications from technical response teams to business users at all levels of the organization.
? Plan, coordinate, and monitor RCA meetings and follow-up tasks by driving cross-functional technology team members to successful completion of assigned remediation tasks.
? Create, lead, and champion TLScontact’s Problem Management program including coordination and collaboration with cross-functional teams to identify and pursue resolutions to pervasive issues affecting Business and IT departments.
? Create, review, and refine Incident and Problem Management policies, standards, and measurements enabling TLScontact IT to meet or exceed OLAs, SLAs and KPIs.
? Create comprehensive metrics and generate weekly/monthly/quarterly reporting that demonstrate the results of the Incident Management process and provide operational data to drive proactive solutions.
? Keep close contact with the IT Services/Products managers and Service Desk personnel/operations to enhance situational awareness of technology and its use and impact on TLScontact lines of business.
? Assist in the creation and improvement of Knowledge articles to reduce impact, speed up resolution, or prevent the occurrence of incidents.
? Analyze processes and workflows to identify areas of continuous improvement.
? Regularly evaluate and validate audit controls and update as needed.
? Assist in training participants of the Incident Management process.
? Champion and encourage the adoption of ITIL best practices.
任职要求：
? Bachelor's degree in a relevant field and
Experiences:
? 4+ years’ experience in an IT service delivery role or service management.
Skills and abilities:
? Excellent verbal and written English skills.
? Familiarity with ITIL best practice and Incident Management processes.
? Exercise independent judgment and demonstrate a high degree of initiative with minimal direct supervision.
? Excellent problem solving, time management, communication and organizational skills.
? Superior ability to converse effectively with multiple customers of varying technical skill and knowledge levels in person, over the phone, or via chat/email.
? Ability to organize and lead a cross-functional group toward a specific goal.
? Tolerant of ambiguity, able to function comfortably, patiently and effectively in time sensitive environments.
? Availability for after-hour maintenance and emergencies.
? Participate in an on-call rotation as an Incident Manager and escalation point when required yet not on-call as a “first responder”.
? ITIL v3/v4 Foundations certification preferable or the determination to obtain certification within first six months of employment.

上班地址：北京市朝阳区东大桥9号侨福芳草地C座3层