CDW
Location
Canyon Country, CA | United States
Job description
At CDW, we highly value the energy and commitment you bring to your job every day. Our Change & Incident Manager role is an exceptional opportunity for a motivated, self-starter to grow and advance their career at an innovative, Fortune 200 leader. The #1 name in Canada for IT solutions, we’re driving meaningful technological change for companies in virtually every industry.
The Change & Incident Managerwill play a key role in our operational maturity as we grow our services portfolio. We’ll look to you to be accountable for the Change & Incident Management policy, process and reporting of related KPI’s.
Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.
Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment.
What you’ll do
Responsibilities:
· Champion the Incident Management & Change Management processes across the Canadian Managed Services organization
· Ensure Changes & Incidents are properly documented, and any opportunities to improve technical documentation are completed
· Enhance process efficiency and effectiveness through identification of areas for improvement
· Participate in operational audit reviews of our processes to support SOC2, PCI, ISO, and NIST programs as required
· For Change Management:
o Ensure change requests are sufficiently documented and authorized.
o Own and lead required CAB Meetings
o Champion the adoption of standard changes and work with the operational teams to reduce wait times by getting common change activities into the standard change framework.
o Ensure the ownership of the ServiceNow tools process to support Change Management. Including awareness, data quality, automation, and improvement opportunities
· For Incident Management:
o In coordination with the Head of National Operations, act as point of contact for Major Incidents and escalate further as required. After hours availability may be required
o Monitor Incidents to ensure that the Service Level Agreements are respected, and report on key performance indicators and report to key stakeholders
o Manage persistent incidents for trend analysis and or management escalations
o Coordinate and facilitate internal and external (as required) post incident reviews to ensure all recommendations are completed.
o Ensure the closure of all incident records working with team leads where necessary to enhance resolution details
o Provide a consistent level of leadership to the operations teams to allow them to focus on incident resolution and help determine any escalated actions as necessary
Job tags
Salary
