Incident Manager

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

The Incident Management Process Manager, situated in IT Operation Center (ITOC), is responsible for overseeing the end-to-end incident management process. This role encompasses the management of adherence, escalation, and reporting within the incident management framework.

How you will make your mark:

• Manage the complete incident management process, ensuring seamless adherence, effective escalation, and comprehensive reporting.

• Act as the operational representative of Incident Management across the organization, fostering collaboration and understanding of the process. Monitor the effectiveness of the incident management process.

• Analyze trend reports to identify improvement opportunities and enhance the overall quality of the organization's incident response capability. Determine action plans to remediate any identified issues to uphold data integrity.

• Ensure strict adherence to the Incident Management process, policies, controls, and predefined metrics by all process participants.

• Monitor and report against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure compliance and identify areas for improvement.

• Act as the first level of hierarchical escalation for process-related issues, ensuring swift resolution and continuous improvement.

• Update training materials, create awareness, and publicize new incident management capabilities and procedures to stakeholders. Ensure appropriate skill level mapping within the incident management team.

• Support team members when major issues are reported

• Deliver strategic account support by being a SPOC for Incident Management Practice and contributing to high end customer experience.

• Drive and govern all contract defined ITIL practices and initiatives and be the interface person towards customer and delivery engine.

About you:

• Bachelor’s degree or relevant experience in IT support

• Proven experience in Incident Management or related roles.

• Fluency in written and verbal English

• Certification in IT Service Management (e.g., ITIL).

• In-depth understanding of incident management processes and best practices.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Proficiency in data quality review processes.

• Ability to lead and facilitate training sessions effectively.

• Time management skills and ability to work with tough deadlines.

• ServiceNow experience is a strong advantage

• MS Office

#LI-Hybrid

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#bulgaria

#operations

Job:

Services

Job Level:

Specialist

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.