Director Of Incident & Problem Mgmt

<b>At LogistiCare, you have the ability to define your own career journey and enjoy the ride along the way and make possibilities real. Your growth is our objective. Whatever your passion, you’ll have the opportunity to find the career you’re looking for, learn and grow in your role, and make a difference in the lives of others. And you’ll do it alongside colleagues you can count on, in a vibrant work environment, with leadership that puts you first. <br/><br/>Sound like a good career fit? </b>

Atlanta, GA


<strong><a href="" target="_blank" rel="noopener noreferrer">Who We Are: Transportation &amp; Integrated Health Services</a><br /></strong>Nation&rsquo;s largest manager of non-emergency medical transportation, provides 69+ million rides annually in 39 states and D.C. Supports integrated health care programs, improving care coordination for members and their corresponding providers and hospital networks.<br /><br /><strong>What We Value Most &ndash; YOU<br /><br />Benefits - The Whole Package&nbsp;</strong><br />Medical, Vision, Dental, Disability, EAP, Legal, Voluntary Life Insurance, Group Life &amp; AD&amp;D, Flexible Spend Account, Paid STD &amp; LTD, Vacation &amp; Holidays<br /><br /><strong>Culture - Why You Want to Come to Work Every Day</strong><br />Casual Dress - Business Casual, Relaxing - Comfy Lounge Areas, Excitement -Themed&nbsp; Luncheons, Great Hours &amp; Set Shifts - (Mon. &ndash; Fri.)<br /><br /><strong>View Featured Positions Below OR Check Out <a href=";d=ExternalCareerSite" target="_blank" rel="noopener noreferrer">All&nbsp;Career Journey Opportunities&nbsp;with LogistCare</a></strong>

keywords: management,relationships,operations,maintain,teamwork,management,software development,technology,quality assurance,strategy,communication,communication,experience,knowledge,decision making,education,technical,solutions


Overview: The Director of IT Incident and Problem Management is part of a highly visible, service centric team delivering enterprise leading solutions to an enterprise organization. The ability to think strategically, visualize system relationships and drive multiple teams to improve production support and deliver enterprise class applications to the business is paramount to this position. <br /><br />The Director of Incident and Problem Management is responsible for the daily monitoring of all the business area's applications that are supported by the LogistiCare IT group. The Director will coordinate the escalation and resolution of all major production incidents by working in tandem with the Continuous Improvement Manager. The Director will work with the IT Service Desk Manager to ensure the highest level of support is given to both internal and external users. The Director will also work with business operations to ensure business requirements and expectations are being consistently delivered.
Responsibilities: ESSENTIAL FUNCTIONS<br /> <ul> <li>Strategic and Operational ownership for the following: Service Desk (Internal and External support), Incident and Problem Mgmt, Change Management, and new or existing office implementation process improvement.</li> <li>Work with Platform and Infrastructure teams to meet internal customer requirements by supporting and maintaining existing applications</li> <li>Develop &amp; implement metrics/ SLA's to monitor performance and efficiency</li> <li>Manage all major incidents to ensure production issues are resolved in a timely manner; root cause analysis is complete &amp; communicated and change orders are assigned to the correct teams for prevention of reoccurring issues</li> <li>Proactively drive process improvement for the departments PMO's, maintenance initiatives and policy recommendations</li> <li>Direct, motivate and develop IT staff including (Managers, Tech leads, Service Desk staff, and technical writers, etc.) who are responsible for the availability of applications that support various areas of the business within LogistiCare Solutions</li> <li>Work alongside application development platform &amp; infrastructure teams to support changes, fixes and enhances to applications</li> <li>Daily monitoring of business area applications; publishing reports on system availability</li> <li>Set and maintain alerts within application monitoring software to ensure performance anomalies are reported immediately</li> <li>Effectively communicate project status, issues, schedule and accomplishments to various management and stakeholder groups</li> <li>Assure appropriate testing and configuration management are completed for all supported business applications</li> <li>Direct and Manage implementation teams for new office build outs and office expansions</li> <li>Work with IT Field Team and Business operations to ensure streamlined processes are in place</li> <li>Partner with the security team(s) to ensure compliance standards and processes are met</li> <li>Determine outsourcing strategy and manages vendors to provide high quality, low cost outsourcing services to the business</li> <li>Develop and maintain relationships with client organizations to ensure their infrastructure expectations are being met and priorities are set at the appropriate level</li> </ul>
Requirements: POSITION QUALIFICATIONS<br />Competency Statement(s)<br /> <ul> <li>Leadership-Ability to influence others to perform their jobs effectively and to be responsible for making decisions</li> <li>Management Skills-Ability to organize and direct oneself and effectively supervise others</li> <li>Team Building-Ability to convince a group of people to work toward a goal</li> <li>Analytical Skills-Ability to use thinking and reasoning to solve a problem</li> <li>Communication, Oral-Ability to communicate effectively with others using the spoken word</li> <li>Communication, Written-Ability to communicate in writing clearly and concisely</li> <li>Customer Oriented-Ability to take care of the customers' needs while following company procedures</li> <li>Relationship Building-Ability to effectively build relationships with customers and co-workers</li> <li>Decision Making-Ability to make critical decisions while following company procedures; with an operational outlook that ensures production level SLA's are maintained</li> <li>Results Oriented-Leveraging metrics to make strategic decisions</li> <li>Interpersonal-Ability to get along well with a variety of personalities and individuals</li> <li>Problem Solving-Ability to find a solution for or to deal proactively with work-related problems</li> </ul> Education<br /> <ul> <li>4 year degree preferred (will consider experience in lieu of degree)</li> <li>ITIL Certifications a plus</li> </ul> Experience<br /> <ul> <li>6+ years' experience supporting and maintaining all aspects of a Production environment</li> <li>Experience in leading a production support team</li> <li>Knowledge of technical environments and the ability to understand terminology related to those technologies</li> <li>Familiarity with at least one Monitoring/logging tool</li> </ul> Skills<br /> <ul> <li>Demonstrable customer management / service skills</li> <li>Very good understanding and awareness of the ITIL Problem management process and procedures</li> <li>Strong individual with the ability to communicate and negotiate at all levels</li> <li>Good organizational skills plus the ability to motivate people across the organization to provides solutions</li> <li>Sound technical knowledge across the core supported applications base including MS Office, Confluence, and other Service management tools</li> <li>Decision making ability with an operational outlook that ensures production level SLA's are maintained</li> <li>Experience working in a large organization</li> <li>Good interpersonal, communication and presentation skills</li> <li>Strong interpersonal skills, communication, leadership ability, teamwork and positive attitude</li> <li>Attention to detail</li> </ul> WORK ENVIRONMENT<br /> <br />The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job<br /><br /> Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions<br /> Entire work time is conducted in an office environment in a controlled atmosphere building<br /><br /> The noise level in the work environment is usually moderate <br /><br /> <br />