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Incident Manager / Service Request Lead in Rock Hill, SC at Westinghouse Electric Company

Date Posted: 11/19/2018

Job Snapshot

Job Description

Job ID: 28611BR

Reporting to the Global Service Desk Manager within Enterprise Service Operations, the Westinghouse Incident Manager /Service Request Lead will be responsible for ensuring that the incident management and Service Request Fulfillment process is followed throughout the Westinghouse IT Organization. Working with the Global Service Desk Manager to create and implement Operating Level Agreements between Westinghouse Service Desk and other Westinghouse Resolver Groups to ensure a timely resolution to incidents and service requests that are routed to level 2 and level 3 support groups. The Incident Manger and Service Request Lead will be responsible for regularly reviewing all incidents and service requests within the ITSM tool Service Now. This will include making sure that all incidents and requests are resolved according to service and operating level agreements

Key Responsibilities (Essential Duties and Functions)
•Collaborates with Service Desk Supervisors and direct manager to review aspects for service improvement with processes and ensure that customer needs are being met.
•Provides clear ownership, resolution of incidents and service requests to agreed SLA’s and KPI’s
•Monitors all open incidents and service requests and helps move them to resolution.
•Lead/Drive cross-functional teams to satisfy escalations.
•Provide executive level status updates through the lifecycle of a major incident process.
•Drives the efficiency and the effectiveness of the incident management and Service Request process
•Collaborates with the Service Now Admin to produce management information, including KPIs and reports.
•Involved in analyzing trends in shaping continuous improvement through business analytics and metrics.
•Monitors the effectiveness of incident management and Service Request fulfillment and makes recommendations for improvement.
•Drives, develops, manages and maintains the major incident and service request process and associated procedures. In addition, reviews and audits the process.
•Incident Manager will be the backup for the Service Request Lead
•Service Request Lead will be the backup for the Incident Manager
•Other duties as assigned

Knowledge/Skill Requirements
•Must possess a working level knowledge of Service Now to include advanced functions and reports.
•Strong fault finding/diagnostics/trouble-shooting skills.
•Excellent relationship and customer service skills.
•Strategic and tactical mindset.
•Critical thinking and problem solving skills.
•Superior verbal, written and presentation skills.
•Collaboration and team leadership abilities.
•Good organizational skills. This position requires the Incident Manager is able to prioritize his or her workload while managing customer commitment.
•Methodical approach to problem solving and attention to detail.

Minimum Requirements:

•Associates or Bachelor’s degree from an accredited college or university in IT is preferred or equivalent work experience.
•Must have 2-3 years of Incident Management experience.

Work Requirements
•Strong technical experience to include unified communications, data center or foundations technologies.
•Ability to work with internal executive level customers with confidence while providing and exceptional experience.
•2-5 years’ experience in a team leadership role while acting as a liaison with internal customers.
•ITIL Foundation Certification is required

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Ability to lift equipment up to 50 pounds. (ie..monitors, desktops and other IT equipment))

Work Environment
Office work environment
The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Employees enjoy a comprehensive benefits package including Competitive Pay, access to Medical, Dental and Vision Insurance, Short Term Disability & Long Term Disability, Life & Accident Insurance, Flexible Spending Accounts, 401(k) Savings Plan.


Employment opportunities for positions in the United States may require use of information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.