Job Description
Day to Day:
Insight Global is looking for an incident response/change management coordinator for one of our large manufacturing companies in the upstate. The mission of this job is to define and lead continuous improvements that improve our overall end-to-end operational performance for key business services. Candidates will be expected to work 2 days a week onsite between Monday - Thursday at the NA headquarters for the company. Strong candidates will have excellent communication skill sin addition to the technical knowledge in order to be successful in the group. Duties will include, but not limited to:
Analyze data to understand customer issues, identify opportunities, anticipate risks, and create prioritized backlog items and solutions for impacted services
Contribute to the resolution of ongoing high-priority production issues
Use statistical tools and techniques to identify process gaps, root cause issues, and drive data driven decision making
Collaborate with cross-functional teams to analyze and evaluate business impacts, develop best practice plans, and communicate final recommendations to prevent recurrence of high-priority Incidents
Provide expertise in technical troubleshooting on transverse topics
Act as lead on operational Problem management topics
Contribute to the success of production releases and deployments
Lead the full lifecycle of measurement initiatives from idea to implementation
Create and maintain reports and data models by leveraging data across complex hierarchies using multiple data sources
Define and report key metrics, track actual progress toward forecasts, and create meaningful monthly operational reports
Write and review technical documents, including design, development, and revision of documents
Review and approve Changes, participate and / or facilitate weekly CAB (Change Advisory Board) meetings
Rotate MIM (major incident management) on call with the team ~ 5 weeks per year
Required Skills & Experience
Must Haves:
Bachelors Degree and 3-5 years of experience in an incident problem change, request management, incident response or change management role
Infrastructure knowledge of Cloud, Networks, Load Balancers, Servers, Firewalls
Experience with Observability, Monitoring & Alerting tools (eg Splunk, Prometheus, Grafana)
Experience with ServiceNow IT Service Management (ITSM)
Heavy experience troubleshooting
Positive energy, dynamic in going from task to task, proactive mindset
Nice to Have Skills & Experience
Plusses:
ITIL certification a plus
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.