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Infrastructure Manager (Incident Management Manager) in Columbus at Huntington

Date Posted: 11/5/2018

Job Snapshot

Job Description

Brief Description:
The Incident Management Manager role is responsible for Huntington's Incident Management process and will reside within the Integrated Operations Center (IOC). The role is responsible for managing, developing, and motivating a team of 13 incident managers. A major incident is a significant event due to failed technology assets or processes which results in impact to Huntington's customers, colleagues, or finances. The incident management analysts facilitate major technology issues and outages, actively drive and coordinate resolution, facilitate incident communication, and ensure proper escalation (both technical and hierarchical).

Detailed Description:
A successful candidate must perform well under pressure, be innovative, and have the ability to multitask in managing several competing priorities. The candidate must be customer focused while driving the collective team to meet service level objectives and service restoration goals. Strong written and oral communication skills are required as is experience working within a business-critical environment.

* Responsible for the HNB Incident Management process.
* Competent in strategic thinking, data driven innovation, relationship building, talent management, and motivational leadership.
* Manage a team of Incident Managers in a 24x7x365 operations team with a primary function to drive all major incidents to resolution.
* Management duties include employee hiring and onboarding, performance management, training and development, goal setting, and metrics and reporting.
* Must effectively escalate and communicate details related to ongoing major incidents to all levels of the company, including the Leadership team.
* Manage the delivery of the Incident Management process, including driving and coordinating resolution, escalation, as well as coordinating all customer impacting incident support activities.
* Drive continuous improvement and service quality, including attaining measurable improvements in reduced mean time to restore service and other critical success factors.
* Implementation, delivery, and enforcement of the Incident Management Standards.
* Partner with other ITSM processes owners for improved integration and effectiveness.
* Represent the Incident Management process, proactively identify improvement opportunities, and implement solutions within the Incident Management process.
* Grow technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry-recognized Service Management disciplines.
* Exert direct influence over Incident Management service quality and application availability.

Basic Qualifications:
* Minimum 7 years of experience in a Service Operations or Technology Operations role including 5 years of experience in a management and/or supervisor role.
* Bachelor's Degree

Preferred Qualifications:
*ITIL knowledge or ITIL Certified or 3 years working experience as an Incident Manager.
*Strong analytical skills.
*Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment.
*Proven track record of working collaboratively to improve the customer's experience.
*Ability to develop collaborative relationships across all organizational levels.
*Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
*Able to manage relationships with peers and managers as it relates to support and services.
*Ability to navigate complexity and facilitate collaborative, cross-functional solutions.
*Strong presentation, and relationship management skills.
*Ability to translate complex issues in an understandable, organized way.
*Team oriented.
*Positive team player attitude with excellent verbal and written communication skills.
*High degree of organizational skills.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.