IMC Management Consultant

Job Order: J0413-1639 - Permanent Full Time
Title: IMC Management Consultant
Category: Information Technology
City: Phoenix, Arizona, United States

Job Description: IMC Management Consultant

To manage Major Incident processes which directly or indirectly impact IT production services in line with agreed IT incidnet management processes minimizing adverse impact to business services.

As Incident Manager in CGI, your involvement in the achievements of the team's objectives is to contribute to:
Ownership of the Major Incident Management process (as defined by the Information Technology Infrastructure Library ITIL) and will drive improvement year over year. This person will provide direction, process, definitions, and support technologies to ensure that standardized methods and procedures are used for efficient and prompt handling of all incidents. The goal of Major Incident Management is to minimize the impact of any related incidents upon service across internally-managed and vendor-managed systems. Primary responsibilities of this position include oversight of the CGI Infrastructure Support personnel who are responsible for the actual hands-on delivery of services. The individual who fills this role is responsible for managing outcomes and results.

The activities that this individual will oversee include:
-Support Major Incident Management processes,
-Constantly communicate with Team Members, Technical Support Team, Client Delivery, and CGI Executive Leadership.
-Drive Incident Management resolution, by facilitation of technical bridge throughout the event life cycle
-Document fix actions and provide detailed summaries to Client Delivery and Management representatives
-Establish best practices and processes for managing Major Incidents in the areas of quality. Manage operational compliance with terms and conditions through SLAs, KPIs, etc. Find problems. Own results. Make improvements.

Advising senior management on the following during the incident lifecyle:
-Notification and Performance of the process
-Significant trends and recommended actions
-Future recommendations for tool and process improvements
-Anticipate areas where potential issues with may arise, develop action plans to avoid those issues
-Fundamentally improve the value equation for delivery of IT capabilities across the entire IT department
-Contribute your ideas! Conceive, propose, and be prepared to execute your best ideas to move the entire Infrastructure organization forward

Essential knowledge/skills/experience in this role:
Requirements
- 3-5 years in IT support environment (helpdesk experience, network or server administrator, etc).
-College degree or equivalent experience in IT domain.
-Facilitation or Presentation training.
-Good knowledge of Windows platforms, UNIX, Mainframe and AS400 knowledge is an advantage.
-Good knowledge of network technology (TCP/IP, Token-ring, etc).
-Good knowledge of MS Office and Visio.
-Knowledge of Remedy Service Management Tools Suite.
-Experience performing at a high level beyond immediate area of responsibility
-Track record of building relationships within and across teams and with external partners/vendors
-Ability to motivate others to complete and agreement or assignment that is mutually beneficial
-Demonstrated ability to drive change through influence without direct management authority
-Self-starter with high energy to meet the needs of a demanding business and IT environment
-Problem-solving ability
-Ability to multi-task with outstanding organizational skills
-Outstanding negotiation and conflict resolution skills
-ITIL certification are highly preferred
-Candidate must have extremely strong leadership skills along with strong analytical skills.
-Excellent communication skills (both written and oral)
- Responsibility includes 7/24 rotation schedule, including nights and weekends

Your previous Incident Management experience will contribute to the successful delivery of infrastructure services to CGI clients

Responsibilities/Key Accountabilities
-Manage and facilitate, unresolved severity 1 and 2 incidents/requests referred to internal and external support teams until resolution and provide regular updates to various clients and all levels of CGI Leadership
-Provide outage notifications (e-mail, e-page, and phone) to CGI and its client's executive management during major outages.
-Participate on Incident Review sessions for various accounts.
-Provide on-going support on technical and procedural issues.
-Communicate with Customer (written, verbally, face-to-face).
-Perform various clerical tasks. At CGI, we're a team of builders.

We call our employees members because all who join CGI are building their own company - one that has grown to 71,000 professionals located in more than 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

Skills
- Incident Management

Reference: 253416