Incident Manager

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

   

The Incident Management Process Manager, situated in IT Operation Center (ITOC), is responsible for overseeing the end-to-end incident management process. This role encompasses the management of adherence, escalation, and reporting within the incident management framework.

How you will make your mark:

Manage the complete incident management process, ensuring seamless adherence, effective escalation, and comprehensive reporting.

Act as the operational representative of Incident Management across the organization, fostering collaboration and understanding of the process. Monitor the effectiveness of the incident management process.

Analyze trend reports to identify improvement opportunities and enhance the overall quality of the organization's incident response capability. Determine action plans to remediate any identified issues to uphold data integrity.

Ensure strict adherence to the Incident Management process, policies, controls, and predefined metrics by all process participants.

Monitor and report against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure compliance and identify areas for improvement.

Act as the first level of hierarchical escalation for process-related issues, ensuring swift resolution and continuous improvement.

Update training materials, create awareness, and publicize new incident management capabilities and procedures to stakeholders. Ensure appropriate skill level mapping within the incident management team.

Support team members when major issues are reported

Deliver strategic account support by being a SPOC for Incident Management Practice and contributing to high end customer experience.

Drive and govern all contract defined ITIL practices and initiatives and be the interface person towards customer and delivery engine.

About you:

Bachelor’s degree or relevant experience in IT support

Proven experience in Incident Management or related roles.

Fluency in written and verbal English

Certification in IT Service Management (e.g., ITIL).

In-depth understanding of incident management processes and best practices.

Strong analytical and problem-solving skills.

Excellent communication and interpersonal skills.

Proficiency in data quality review processes.

Ability to lead and facilitate training sessions effectively.

Time management skills and ability to work with tough deadlines.

ServiceNow experience is a strong advantage

MS Office

#LI-Hybrid

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#bulgaria#operations

Job:

Services

Job Level:

Specialist

    

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.