Lead Problem Incident amp Event Management

DescriptionThe Lead, Problem Incident & Event Management drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.We are looking for detail oriented candidates who have the ability to operate in a fast paced environment. Our team deliverables are driven by a combination of data analytics and driving solutions with key stakeholders across the entire IT Enterprise. You will be on a team that is currently transitioning into a growth phase, so fresh ideas, high energy and engagement is encouraged.Conducts trending/analysis on incidents to identify trends and potential problem sources and identify continuous improvement plans.Recognize of patterns of events (service impacting or not) that suggest an underlying problemMaintain and manage a continuous improvement plan for key IT areas identified through problem analysis.Facilitate problem review conversations to determine remediation plans.Communicate on problems under analysis, their current progress and status.Review the efficiency and effectiveness of the problem control process and make recommendations for improvement.Produce trends analysis of recurring Problems/Incidents - analyze extract trends on Incident types, Customer types, key problem areas, hardware types etc.Review recurring problems, escalate recurring issues and identify problem themes with IT support groups.Work with cross-functional IT teams to review problem themes, develop resiliency/improvement plans, and oversee implementation of the plan.Provides management information and use sit proactively to prevent the occurrence of incidents and problemsRole EssentialsBachelor's Degree in Computer Science, Information Technology, or related field or Equivalent ExperienceSelf-starter and problem solver with a keen analytic mind, who thrives in a fast-paced environmentA curious and creative mindset that enjoys developing simple and relatable frameworks to complex problemsAbility to toggle between a broad enterprise view and a detailed operational view; understanding implications across people, process and technology and impact to the value chain.Ability to manage multiple priorities simultaneously; along with proven organizational skills, as well as flexibility, and adaptability to complete multi-tasks within designated time frames and adjust priorities in a fast-paced environmentPossess high attention to detail with excellent verbal, written and presentation skills.Ability to perform qualitative and quantitative statistical analysis.