Manager, Csc, Incident and Problem Management

Overview:

- We currently searching for an experienced Manager of CSC, Incident and Problem Management to join the KUBRA IT team. As the Managerof CSC, Incident and Problem Management, you will be responsible for evolving our current processes to the next level by identifying opportunities in our existing ones. At KUBRA, we genuinely believe in working with teams. You will be collaborating with various parts of the organization in defining, documenting and enhancing processes, and drive adoption of the overall Incident and Problem Management processes. You will have a chance to work with various internal teams including Network Infrastructure, Information Security, and Client Solutions just to name a few. Great interpersonal skills are crucial to achieve this. The Client Services Centre team (CSC) will report directly to into this role to maximize the success of the implementation of the Incident and Problem Management strategiesset forth.

What you get to do every day:

- Lead the team in achieving established goals and departmental objectives.
- Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
- Foster an environment that emphasizes trust, open communication, creative thinking, and cohesive team effort.
- Front line support during incidents, ensuring incident process is followed, external communications are completed and available to address clientconcerns during any outage.
- Review and participate in the Daily Status Review ensuring appropriate root cause, business impact and next steps are documentedfollowing a Major Incident.
- Oversee the day-to-day activities within the Problem Management Processes.
- Lead the team in achieving established goals and departmental objectives.
- Review and participate in the Daily Status Review ensuring appropriate root cause, business impact and next steps are documented following a Major Incident.
- Responsible for governing and leading problems throughout the Problem lifecycle per the Problem Management process.
- Produce accurate reporting of business impacts, service restoration actions, ownership of high business impacting incidents, problem trends and risks, both operationally and against capability Key Performance Indicators. Develop and maintain process and procedures for consumption of the Incident & Problem Management capability, for all Key Work Partners.

What kind of person should you be?:

- Excellent written and verbal communication skills and working knowledge in the various stages of ITIL
- Excellent interpersonal skills
- Excellent organizational skills

What skills do you need?:

- University degree in Computer Science, Information Systems, Business Administration or related field and /or Proven technical experiences
- 8-10 years of experience in IT and business/industry with strong I&O and process experience (ITSM, IT PMO and ITIL)
- 7+ years of Problem Management / leadership responsibilities
- 7+ years of experience in managing Incidents, Major Incidents and Problems within an ITIL framework
- Experience with ITIL (Incident, Problem, Change / Release Management, ITAM, CMDB)
- Proven and demonstrated track record in progressive and higher roles with a strong potential to progress in career into senior management organizational roles.
- Considered an asset - Understanding or experience with technical aspects of ITSM implementations ServiceNow such as JavaScript, XML, HTML, LDAP, and MS Active Directory

What can you expect from us?:

- Award-winning culture that fosters growth, diversity and inclusion for all
- Paid day off for your birthday
- Access to LinkedIn learning courses
- Continued education with our education reimbursement program
- Flexible schedules
- Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
- Two paid days for volunteer opportunities

We are a fast-growing and dynamic company offering customer experience management solutions to some of the largest utility, insurance and government entities across North America. Our portfolio of meter-to-cash and outage communication solutions includes billing and payment, mapping, mobile apps and proactive customer communications solutions for customers. With more than 1 billion customer experiences annually, we have the ability to provide performance-driven value to more than 550 clients every day.

Our office is small enough to allow creative individuals to flourish, yet large enough to provide long-term stability. We place a tremendous amount of responsibility on our team members to be productive, focused and self-motivated. We offer a casual work environment, competitive compensation and a stellar benefits program.