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Pay Grade

18

Position Summary

The Manager of Incident and Monitoring will be responsible for overseeing a team managing the ITSM processes of Incident Management, Change Management and Communication Management. In addition, this manager will also oversee the Network Operations Center (NOC) team.

Tasks and Responsibilities
- Lead and manage the Incident and Problem Management Team, Change Management Team, and Communication Team.
- Lead and manage a team of NOC analysts, providing guidance, support, and professional development opportunities.




- Ensure 24/7 coverage and effective shift management to maintain continuous network monitoring.
- Oversee the monitoring of network alerts and performance metrics to identify and address potential issues.
- Ensure timely and effective incident response and resolution to minimize downtime and impact on business operations.
- Work with the incident management team to coordinate processes and protocols.
- Develop and maintain key performance indicators (KPIs) and metrics to measure the effectiveness of all teams.
- Foster a collaborative and high-performance culture within the teams.
- Provide guidance, mentorship, and professional development opportunities for team members.
- Generate regular reports on team performance, incident trends and process improvements.
- Present findings and recommendations to senior management to drive data-informed decision-making.
- Oversee the lifecycle of all incidents and problems, ensuring timely resolution and minimal impact

📌 Mgr Incident (Italia)
🏢 CPS Energy
📍 Italia