Position: ITIL Incident & Problem Manager Location: Simi Valley, CA Length of Contract: 1 Yr. Interview Process: Phone and hire. If local, phone and in-person. Manage and coordinate the efforts of cross-functional service restoration teams to resolve the service outages that occur. The Major Incident Manager will ensure service issues are processed with urgency to continually improve downtime impact to the business Full responsibility for Incident Management from initiation until an acceptable client work-around is in place. Own all communications during a major system outage, Ensuring management and business is kept updated as required. Ensure post event/incident follow-up actions are addressed as published in any/all preliminary/final analysis. Total ownership of incidents, problems and change activities that affect service. Experience Required: Past experience serving in command and control role for a major operation Strong leadership and communication skills. Strong working knowledge of ITIL Incident & Problem Management Service Level Management Hands-on IT Infrastructure & Application troubleshooting The ability to multi-task and prioritize problems is essential. Previous experience/exposure to Service Management principles and practice Skills Required: Previous experience running/managing a similar complex environment in a highly demanding Customer focused business Incident and problem management experience. Experience with Remedy Experience with Training & Project Management 5+ years RECENT Pharmaceutical or Biotech industry experience Experience working in ERP environments (e.g. Oracle Enterprise1, SAP R/3) Working knowledge of relevant network protocols (e.g. TCP/IP, UDP, NFS, NTP, OSI, VPN, NAT, TLA). Understanding of multiple operating systems such as HP-UX, Solaris, & Linux. Contact: Susindran 770-574-4215 susindran@enrichit.com