Home Credit US LLC Incident Management Coordinator in Overland Park, Kansas

The purpose of the Incident Management Coordinator is to focus on the restoration of a service and manage information technology interruptions and incidents end to end. This includes receiving, triage, classifying, troubleshooting, assigning, tracking, and reporting all Incidents.

The successful candidate will possess strong computer knowledge. The ability to work effectively with all levels of the organization from senior leadership through colleagues across all business units will allow this individual to be most effective. This individual will need to be nimble within an environment of continuous demands and shifting priorities.

  • Receive Incidents via all channels: Ticketing systems, email, phone call, monitoring

  • Identify and log incidents, provide full details and issue description

  • Classify the issue and provide initial support

  • Investigate and diagnose incident

  • Resolve and recover service, provide full details of issue resolution

  • Work with the latest tools in a growing company

  • Obtain customer confirmation of issue resolution prior to closure of incident.

  • Improve reporting and tracking

  • Partner with Quality Assurance to review random sample of incidents and assess for quality.

  • Contribute to the Incident Management process, and documentation

  • Work with vendors and 3rd parties to have clear processes and procedures

  • Meet with management to provide weekly status update. Document action plans to resolve identified trends and improve service levels

  • Review the Incident Management roles & responsibilities, process, and reporting

  • Create root cause analysis documents (RCA) when required.

  • Work with the incident managers of external vendors to establish a working partnership

  • Schedule department level Incident Management Meeting.

  • Continue to improve executive dashboard for the management team.

  • Incident Management metrics (KPIs, SLOs, SLAs, etc.).

  • Number of Incidents by Year, Quarter, Month, Week, Day, and Hour (time series trend analysis to determine seasonal factors, repeating patters, etc.)

  • Number of Incidents by Location/ by Responsible Group/ by Department/ by Created By/ by Status/ by MTTR

  • Overall trend analysis

Tools used to perform the role: Omnitracker, HP Service Manager, MS Office, Jira

  • Prior experience doing Incident Management or application support

  • Ability to contribute to process improvement initiatives

  • Minimum of 3 years of relevant experience in administering or supporting back-end systems such as database, Linux/Unix, Weblogic, or Windows server.

  • Experience with Oracle or SQL a plus

  • Ability to multitask, and prioritize workload

  • Excellent time management and communication skills

  • Proven ability to operate in a team environment

  • Proficiency in Microsoft Office Suite (Word, Excel, Power Point)

Home Credit US is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.

ID: 2018-1056

External Company Name: Home Credit US LLC

External Company URL: http://www.homecredit.net