Accountable to ensure the highest level of incident control, coordination and communication occurs for incidents across Compugen and our Managed Services clients.
Chair service restoration meetings overseeing both technical and non-technical staff - ensuring the timely, efficient resolution of incidents and minimizing adverse impact on Compugen’s customers and business.
Document all actions taken to restore service and ensure post-incident reporting and updates to the ITSM ticketing tool are complete and high quality.
Proactively identify areas for improvement during regular course of business and from Major Incident response.
Drive cause analysis and corrective action to help eliminate disruption of services and consequently improve the operations of the organization using problem analysis.
Provide process oversight to all support teams, reviewing quality of work and ensuring timely updates to Incident, Request and Problem records.
Assisting support teams as a Subject Matter Expert on assigned accounts.
End-to-end management of issues escalated by internal or client management teams.
Maintain Knowledge-Base integrity and update as necessary based on changes in the customer’s environment, contract or processes.
Weekly, Monthly and Ad-Hoc reporting for client, management and delivery management stakeholders.
Assist ITSM teams with maintenance of Incident and Problem artifacts and reports.
The ideal candidate has
Minimum 5+ years’ experience in managing Service Delivery, Service Management or Major Incident Management outcomes.
ITIL Foundations certification, Intermediate, expert or master certificates in IT Service Management are an asset.
Expert knowledge of the Incident Management, Major Incident, & Problem Management Processes
Exceptional attention to detail and accuracy in written communication and excellent active listening skills.
A passion for delivering highly effective, customer focused services.
Demonstrated ability to manage and develop key relationships, especially across technical and non-technical service delivery groups.
Proven ability to influence peers and management stakeholders without relying on authority.
High level of competence facilitating meetings including large meetings via conference bridge.
Comfort and experience delivering information to all levels of an organization.
Ability to speak with confidence when educating clients or staff on ITSM processes and work instructions.
Ability to multi-task and prioritize work based on client urgency.
Solid high level understanding of IT technology including infrastructure, application, cloud and SAAS.
Ability to convey complex technical concepts into language understood by non-technical audiences.
Proven history of influencing outcomes, attaining results, driving issues to closure and achieving challenging goals.
Ability to participate in an after-hours shift rotation.
Bi-Lingual (English / French) is an asset.
Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process.
We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process.
If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs.