Incident and Problem Management

Company: Softworld Inc
Location: Portland
Posted on: May 1, 2025

Job Description:

Job Title: Incident and Problem Management - IT Operations

Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.


Job Location: PORTLAND, OR 97202

Onsite Requirements:

Incident Management
Problem Management
ITIL Certified

Job Description:

Responsibilities - Essential Functions:

Provide IT wide effective leadership of all teams involved in incident identification, scope of impact, resolution and following problem management processes.
Lead the organization in increasing resilience by way of reducing incident duration and frequency.
Develop a work environment that is inclusive, respectful and in full partnership with members and officers of IT. Ensure consistent application of policies, procedures and labor agreement throughout the workforce. Apply provisions of the Working and Wage Agreement, District policies, rules, and standard operating procedures while addressing employee concerns over work times and conditions.
Collaborate, develop, recommend, communicate and evaluate new or revised policies, programs and procedures that impact operations and support of agency goals, including ITT policies, Standard Operating Procedures (SOP), communication protocols, and business processes. Keep current with industry best practices including consistent SOP application and usage, development of Key Performance Indicators (KPI) and reporting on same.
Assist in the development of programs for OCC technical systems, including bus dispatch, rail control, CCTV, and mobile computing systems. Assist in managing logistics implementation sequence and schedules, testing, training, and operations for replacement or modification projects for OCC technical systems.
Develop, coordinate, and implement operational plans related to normal, degraded, and emergency services. Support the Director in overall incident command during special events, service interruptions and during emergencies. Collaborate with OCC indecent manager and as needed, Client overall incident commander and be an active member of an Emergency Operations Command Center.
Help establish clear goals, targets, performance standards, policies, strategic actions and scorecards. Provide leadership to the operational team and provide employees clear communication and direction in regards to goals and objectives. Measure performance goals and recognize achievements.
Serve as an ITIL expert in the space of Incident and Problem management; contribute to overall ITIL maturity organization wide.

Education Level:

Bachelor's Degree in Computer Science or IT - Required
Master's Degree in MBA, Computer Science or IT - Preferred

Experience:

10 years: Experience in IT operations, managing large complex systems. Experience with different IT Infrastructure components such as Servers, Storage, Network, Cloud, firewalls, routers, load balancers, Oracle/SQL, virtualization, customer facing and business critical applications, email and phone systems - Required
3 years: Incident and/or Problem management in a lead or participating role within a large enterprise - Required
3 years: ITSM in a technology operations environment - Preferred
3 years: Providing services as a lead or participant in achieving SLA/KPI targets - Preferred




**3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.

This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future**

Keywords: Softworld Inc, Albany , Incident and Problem Management, Executive , Portland, Oregon