Ascension is looking for a Incident Management Manager (virtual) #CareerPostingNearPagosaSprings #JobHuntingPagosaSprings #ManagementJobsPagosaSprings #ManagerJobsPagosaSprings
As an Incident Manager within the SIAM (service integration and management) organization, you will provide incident governance oversight of the complex internal and external multi-service provider landscape. You will collaborate with cross-functional support leaders and Ascension Technologies leadership to ensure a seamless incident management service is provided while also continually improving the service.
Governs the incident management process end-to-end in a multi-provider environment with internal and external service delivery teamsDesigns process to ensure issues are resolved as quickly as possible and issues are routed to potential resolvers correctly the first timeUses common terminology and standards for incident classification and priority levels across providersWhen incidents are required to be transferred between service providers (internal/external), ensures that the process is optimized to avoid unnecessary delays in overall incident resolutionTracks and reports progress for all Major IncidentsEnsures process integrates effectively and efficiently with other existing business and IT processesOversees efforts to build organizational understanding of process (e.g., purpose, outcomes, expected impact, rationale and need)Develops, implements and monitors metrics for process effectiveness and efficiency, ensuring smooth integration between all key stakeholder groups at a process, people and tool levelContinuously analyzes process to determine gaps and identifies solutions to close said gapsEvaluates and addresses the financial, cultural, technological, organizational and people issues that may need to be addressed as a result of a proposed process changeFosters productive partnerships with internal service delivery teams and MSPs to ensure that the incident management process is adhered to and meets Ascensions explicit and implicit expectationsReports and presents results and findings, as well as actionable recommendations to senior leadershipMaintains a broad understanding of various technologies utilized in Ascension Technologies environment inclusive of infrastructure and applicationsMentors, defines and coordinates day-to-day responsibilities for junior staff reporting to this function
Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter expertsWrites clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audienceFacilitates resolution of issues through creative solutioning, open exchange of information and viewpoints and influence; uses negotiation skills when appropriateEmbraces change and is not limited to past or current thinking; willing to try new methodsConsiders novel ideas and thinks outside the boxDoes not equate busy with effective and places a higher value on initiatives with potential for a greater impact and returnAdjusts and modifies approach based on circumstancesBuilds trust upstream (e.g., IT governance) and downstream (e.g., service providers)Instills a sense of urgency in driving to completion; escalates issues as needed with MSPs, vendors, internal IT teams and senior leadershipBuilds effective relationships with partners and vendors to understand and commit to Ascensions organizational goals; fosters goodwill and collaboration amongst teams and leads by example
High school diploma/GED with 5 years of experience, or Associate’s degree, or Bachelor’s degree required.BS in Computer science, engineering or related field or an equivalent combination of education and/or experience
2 years of experience as an Incident Manager required, covering regular and major incident managementPrior experience in governing an incident management process in a multi-vendor environment2 years of leadership or management experience preferred5+ years of experience with IT service delivery management in a multi-vendor, large complex environmentDemonstrated ability to translate ITIL principles into practiceITIL certification higher than foundation level (e.g., intermediate, expert, master) is preferredHealthcare provider industry experience is preferred
Ascension is a faith-based healthcare organization dedicated to transformation through innovation across the continuum of care. As one of the leading non-profit and Catholic health systems in the U.S., Ascension is committed to delivering compassionate, personalized care to all. In FY2020, Ascension provided $2.4 billion in care of persons living in poverty and other community benefit programs. Ascension includes more than 160,000 associates and 40,000 aligned providers across a national network of ministries. We offer rewarding careers across more than 2,600 sites of care “ including 146 hospitals and more than 50 senior living facilities “ in 19 states and the District of Columbia.
Ascension Technologies is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status. For further information regarding your EEO rights, click on the following link to the EEO is the Law poster:
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Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.