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Posted: Wednesday, September 6, 2017 5:27 PM

Position Description:

Incident Process Manager

Position Description
This position will report directly to the ITSM Incident Process Owner. The Incident Process Manager responsibility will include the following:

• Driving the efficiency and effectiveness of the incident management process.

• Producing management information, including KPIs and reports.

• Monitoring the effectiveness of incident management and making recommendations for improvement.

• Driving, developing, managing and maintaining the major incident process and associated procedures.

• Reviewing and auditing the process.

• Ensuring that all IT teams follow the incident management process for every incident.

• Reviewing management information and trends to ensure that services are meeting agreed service levels.

• Reviewing management information and trends to ensure that the output of ITSM processes are achieving the desired results.

• Conducting maturity assessments against the process activities and roles to highlight areas of improvement or concern.

• Conducting internal audits verifying compliance.

• Reviewing and analyzing data.

• Presenting recommendations to senior management for improvement.

• Helping prioritize improvement opportunities.

• Leading managing and delivering cross functional and cross divisional improvement projects.

• Building effective relationships with the business and IT senior managers.


Position Requirements:

Position Requirements
• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Engineering(Computer/Telecommunication), Computer Science/Information Technology or equivalent work experience.

• Required ITIL Foundation Certificate V3.

• Strong understanding on the infrastructure and application environment s and how incident management impacts that environment.

• Strong analytical, problem solving mindset and with good verbal and written communication skills.

• At least 8 year(s) of working experience in the related field is required for this position.

• Experienced working in a process-oriented environment and accommodate exceptions on some areas.

• Experienced in developing processes and documents to ensure quality delivery of services.

• Identify and resolve gaps in processes.

• Able to communicate well with customers and manage the working relationship accordingly.


About Us:

American International Group, Inc. (AIG) is a leading global insurance organization. Founded in 1919, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement products, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange.

Join our Talent Network at www.aig.com/talentnetwork. Additional information about AIG can be found at www.aig.com and www.aig.com/strategyupdate | YouTube: www.youtube.com/aig | Twitter: @AIGinsurance | LinkedIn: http://www.linkedin.com/company/aig. These references with additional information about AIG have been provided as a convenience, and the information contained on such websites is not incorporated by reference into this press release.


Notice Text:


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• Location: Fort Worth

• Post ID: 64993067 fortworth
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