Tiffany & Co.

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Incident Management Lead

Incident Management Lead

Req # 
34725
Location 
US-NJ-Parsippany
Posted Date 
2/6/2018
Category 
Information Technology

More information about this job

Overview

Tiffany & Co. is currently seeking an Incident Management Lead in Parsippany, NJ. The Incident Management Lead will be responsible for the execution, education, and continuous improvement of our Service Management processes, focusing on Incident Management. The Incident Manager is responsible for managing major service impacting incidents as part of a 24/7 globally distributed team. S/he will drive incidents to resolution, providing structure, coordination, and consistency.

Responsibilities

The Incident Management Lead will ensure adherence and goverance of all Incident Management processes enterprise wide. The role will establish, maintain and enhance Incident Management guidelines and routines, participate in Incident management bridge calls with the Priority support teams, oncall support application teams and management. S/he will also create effective reporting for multiple audiences, delivered with appropriate level of detail, and at a predetermined schedule and get involved with the communication of business impacting incidents directly with executive management and IT Division.

Qualifications

  • Bachelor’s degree, preferably in an IT related field and/or relevant experience
  • 10+ years equivalent job related experience with relevant technology
  • Must have knowledge of commonly-used concepts, practices, and procedures within IT service delivery. Relevant Incident management experience in an enterprise scale environment
  • Advanced PC skills including Microsoft Excel, Word, and PowerPoint
  • Strong analytical and problem solving skills
  • Excellent Written and verbal communication skills for communicating directly with executive management and customers
  • Strong Leadership skills, and the abilitiy to direct others in high-pressure situations, keeping people on task, and making sure they are doing everything possible to achieve the best results for our customers
  • Ability to respond to outages during non-traditional work hours to support business needs
  • Excellent communication skills necessary to work effectively with a variety of individuals and organizations
  • Extensive customer service and client interaction skills
  • Experience interacting to different levels of leadership

 

 

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