Incident Management Lead

Job Description

An employer is looking for a Sr. Problem Manager Lead in the Reston, VA or Redmond, WA area. This role will manage a team of Problem Managers that engage directly with customers to address questions, ease concerns, offer technical advice, and provide a path forward to solving technical problems. This resource will be expected to effectively manage a team that is geo-diverse across two or three sites. They will also be responsible for operational support including managing incidents across multiple organizations as well as analyzing data across support, engineering (telemetry) and customer feedback channels to develop and test hypotheses for administration and user experience improvements. This team will represent the voice of the customer to the technical resources working to resolve issues. There will be tracking as well as reporting on key issues that drive increases to customer satisfaction. In this role the resources will need to be able to deal with tight deadlines and juggling multiple incidents at any given time.

If you are passionate about delivering a top-notch customer experience, working with a wide range of engineering teams, and get excited about continuously improving how we run our services, then this job is for you. Every candidate must have an active Top Secret SCI with Full Scope Polygraph

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ~~~ .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: ~~~/ .

Skills and Requirements

-3+ years proven work experience in a Sr. Problem Manager Lead, Operations Lead, or Service Operations Manager. People management experience is a must

• Experience leading and managing a team of 5+ resources - shift scheduling, utilization and capacity planning, continued focus on team morale, etc.

• Proven experience developing training programs for a team, as well as managing and driving continues improvements programs

• Client Facing Experience delivering and reporting on KPIs and SLAs - must be comfortable presenting monthly and quarterly business reviews to leadership

• Strong cross-group collaboration skills and possesses ability to push process changes across multiple teams

• Ability to use data to drive improvements in our overall communications capabilities

• Operational Mindset to drive efficiencies, process optimization, and data driven results

• Proven track record of structuring and solving complex problems through data analytics.

• Ability to manage a team that spans 24x7x365 across a myriad of shifts on various sites

• Experience driving productivity through defined SLA or KPI's and ability to effectively communicate proposed changes to metrics

• Strong crisis management skills, demonstrating resilience and maintaining a constructive attitude in times of change

• Must effectively manage and prioritize multiple tasks to deliver high-level objectives/projects

• Outstanding written and verbal communications skills

• Demonstrated technical excellence by applying engineering principles to solve complex problems

• Ability to quickly absorb and apply new concepts

• Great team player and collaborator, building trust and respect with people outside of the immediate team

• Demonstrated ability to tailor communications to different audiences

• Ability to work 24x7x365 across a myriad of shifts on site

• Active Top Secret SCI with Full Scope Polygraph Experience within Office 365 underlying services and products null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ~~~.