Posted Position Title IT Technologist - Incident Manager

Job Number	1875999
Business	GE Healthcare
Business Segment	Healthcare IT & Process Excellence
Career Level	Experienced
Function	Information Technology
Function Segment	Computing Operations
Location(s) Where Opening Is Available	Poland
City	Krakow
Postal Code	31-403
Relocation Expenses	No
Role Summary/Purpose	Serves as key producer of infrastructure services products. The Incident Manager is an experienced IT professional with a passion for technology, solving problems and process improvement. The Incident Manager will leverage expert knowledge and understanding of incident management to work closely with various service owners to ensure service level agreements have been created and incidents are properly prioritized.
Essential Responsibilities	• Works with leadership to develop the framework of established operating procedures to implement new or updated technologies to the operating system platforms of the business • Provides troubleshooting and maintenance as needed for servers, user devices, and communications links to ensure operational availability • Focuses on both hardware and software aspects of operating systems maintenance to deliver optimum platform performance and reliability • Single point of contact for incident status and updates (unplanned disruption of service) for the business and across technologies • Works closely with the Command Center Team (CCT) to ensure incidents are logged, assigned and escalated in a timely fashion • Work closely with other IT Service Management personnel to ensure smooth transitions (such as problem management, knowledge management) • Assists in setting the priority for incidents • Keep IT Service Management leaders apprised of process adoption and compliance • Creates and maintains reports for all key stakeholders • Ability to make on-the-fly decisions to restore service as soon as possible • Maintains ownership of all incidents until closure • Works with all necessary stakeholders (IT managers, directors, service owners, business stakeholders) on service restoration or process improvement/adoption issues • Communicates with IT management and business stakeholders on status of incidents (planned or unplanned) • Ability to present concise and meaningful information (metrics and trends) to all levels of the organization • Strong analytical and prioritization skills; proven proficiency in building effective relationships/influencing people at all levels of the organization • Effective at working with cross functional teams • Single point of intake for incident management process improvement ideas • Ensures proactive communication to appropriate resources occurs, including first points of contacts and nth level support, and ensures Priority 1 incident status reports are distributed • Runs, controls, facilitates, and communicates from start to finish (closure) all Priority 1 incidents • Responsible for all communication for Priority 1 incidents, to both technical and business stakeholders • Provide the customer with one point of contact for all Priority 1 incidents • Keeps the incident ticket up to date with all business critical information • Maintains outage history • Oversees SLA, OLA adherence • Works with appropriate resources to validate the outage • Ensures that all on-call staff are engaged • Keeps the call moving, and ensures that engineers are focused on restoration of service • Makes decisions to degrade or escalate an incident (up or down) • Responsible for providing a hand off to the next Incident Manager on shift • Ensures the user or customer formally accepts all resolutions to their incidents and closes incidents • Ensure that Post Incident Reviews are held for all Priority 1 Incidents
Qualifications/Requirements	• Experience with ITSM System Technology (ITG Kintana, CA Service Desk) • Experience with ITIL / ITSM Processes • Experience with incident, problem, change or configuration management • Serve as a project team member • Coordinate efforts in line with the "bigger picture" to maximize the overall value of IT service delivery and demonstrated history resolving conflicts in priority • Awareness of and ability to deliver compliance requirements • Excellent written and verbal communication skills and ability to interface and influence at all levels in the organization • Excellent interpersonal, presentation and facilitation skills • Analytic, creative and technical problem solver • 4 years of work experience in information systems design, implementation, or integration • Minimum four years IT experience • Able to perform well and with poise under pressure • Lead a cross functional team to resolution of an incident and continual process improvement • Ability to work in a fast-paced environment and manage priorities with minimal supervision • Working knowledge of system availability and effective IT operations • Decisive
Desired Characteristics	• ITIL Certified • Green Belt certified • Leadership Training Program Experience (IMLP, OMLP, FMP) • Experience in the healthcare industry • Lean experience • PMP certified • Experience with Service Now