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Zebra Technologies Corporation is seeking qualified, self-motivated candidate for contributing to the success of Zebra’s Incident Management processes. In this role, the person selected will deliver leadership with Zebra IT’s incident management processes aligned with ITIL best practices as well as being directly responsible for Major Incident Management coordination and messaging.
Inspect and measure incident delivery through the analysis and reporting of key process related metrics.
Identify patterns and systemic process issues with standard incident management delivery and follow up appropriately.
Engage with Zebra support teams to maintain a consistent, effective operational process for incident resolution.
Communicating and promoting best standards with the incident management processes.
Improve the effectiveness and efficiency of the incident and request management process in the spirit of continuous improvement.
Participate in Change Advisory Board as a backup to review proposed changes.
Major Incident Delivery as per ITSM MIM policy and procedures
During APAC business days, the employee will handle the escalation for incidents critically impacting Zebra business operations (Major Incidents) and will be the point of contact every alternate weekend.
Rationalize and confirming and escalation meets Major Incident criteria
Quickly issuing outage alert notifications
Ensuring IT Team engages on a collaborative resolution conference call, driving for service restoration with team members
Documenting Major Incident timeline and business impact and
Initiating Root Cause Analysis and problem management procedure to identify the gaps and takeaways that can be passed as improvements to other teams.
Produce monthly and quarterly reports on incident management delivery using important metrics.
On a weekly basis, review CS survey responses and drive and track responses from service support managers.
Produce monthly reports summarizing customer satisfaction scores for the IT organization.
Audit ~5-10% of the tickets handled by different IT support teams as per defined audit parameters
Propose out of the box ideas to improve existing audit parameters
Monitor incidents/requests and identifying any ticket that require increased focus and actions necessary to meet service levels.
The selected candidate will possess:
Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law.
Zebra’s culture is encouraging and collaborative where employees are encouraged to learn and grow together.
We offer competitive pay, bonuses, benefits, career/personal growth and work/life programs to ensure that you are empowered to succeed as a member of the Zebra family!