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Incident and Change Manager at BMC Software, Inc

Posted in Other 12 days ago.

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Type: Full Time
Location: Houston, Texas





Job Description:

Description and Requirements

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.

BU Description:

The Service Management Office provides a business-centric view of BMC's IT services delivery and automation. We are committed to IT value realization with an accent on best practices, performance measurement, and continuous improvement of IT services management processes.

Primary Roles and Responsibilities:

The SaaS Operations Incident and Change Manager administers all Infrastructure SaaS Operations changes, ensuring that established methods and procedures are used for efficient and prompt handling of all changes in order to minimize the impact service to customers and to improve the day-to-day operations of the organization. The position is responsible for running the Change Management meetings; ensuring change information is effectively communicated, and for coordinating changes with all affected parties. Under general supervision, coordinates, monitors, and facilitates the change process.

The role is also responsible for minimizing the negative impact of service interruptions in the BMC SaaS environment by ensuring affected services are restored to normal operations as rapidly as possible. You will be required to use your initiative to take ownership of the Incident Management practice, including the creation, maintenance and implementation of the policy documents. You will be accountable for the overall quality of the practice and oversee the compliance to the practice.
In addition, you will manage and implement Service Level Management in accordance with the SLM practices and policies at BMC Software.

Responsibilities:

*Develop, maintain, implement, and continuously improve practice documentation, including policies and procedures.

*Act as a champion of our customers and partners, and ensure services provide value and great end user experience.

*Produce appropriate reports and dashboards for senior leadership depicting the overall health of the SaaS environment.

*Ensure standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents.

*Increase visibility and communication of incidents to customers and IT support staff.

*Proactively investigate trends in Incident Management and Service Level data to identify improvement opportunities and facilitate improvement initiatives with service areas.

*Maintain user satisfaction with the quality of IT services through the review of Customer Satisfactions Surveys, metrics, and key performance indicators.

*Ensure Incidents are logged, categorized and properly documented through ongoing ticket audits and reviews.

*Ensure end to end communication is occurring during incidents, dealing with investigation and escalations, and ensuring the business, customers, and IT management are updated in a timely manner.

*Proactively manage Incident Management metrics and key performance indicators, ensuring any service trends are raised and the problem management process is followed.

*Drive and develop crisis management or major incident processes and systems, ensuring we are as prepared and effective as possible.

*Create and administer change procedures; recommend adjustments to the change system over time, as appropriate.

*Conducts initial review of request for change documentation; facilitate proper prioritization, approvals, compliance with standards, and completeness.

*Monitor compliance to existing change management process; ensure correct approval process is followed for both regular and emergency changes; follows up non-compliant changes made outside the change management process.

*Updates and ensures the on-going data integrity of the change management database; processes and maintains change process documentation.

*Coordinates, convenes, and facilitates change review meetings; records decisions made during change review meetings; maintains a schedule of approved and tentative system changes.

*Acts as the primary point of reference for questions, problems, suggestions, and complaints about the change management system; Assembles and maintains change and problem history records; prepares statistics and trend reports for use in review of the change management process.

*Resolves change management scheduling conflicts and deviations according to established practices, and obtains advice when precedents are unclear or unavailable.

*Analyze change records to determine any trends or apparent problems that occur and suggesting improvements.

*Ensures Incident and Change Management conforms to ITIL methodologies and best practices.

Experience/ Qualifications:

*Basic understanding of IT functions, services and responsibilities within a Fortune 500 sized company with global business operations, typically developed through 10+ years of practical IT experience.

*Proven ability to work collaboratively across the engineering, operations and development operations groups that exist in most IT organizations. Sufficiently mature and self-confident to address organizational issues/conflicts in a proactive but professional manner. The incumbent must be able to establish organizational discipline around Change Management practices that yields clear and obvious benefits without imposing undue bureaucracy upon IT managers and staff members.

*Familiarity with ITIL v3 or v4 as demonstrated through formal training and/or certification or through practical experience in developing and/or implementing ITIL v3 or v4 compliant processes.

*Has advanced customer service skills.

*Has an awareness of what a SaaS operation can deliver to our customers, including the latest capabilities.

*Demonstrates competence, knowledge and information that is necessary to complete their role effectively.

*Uses, understands and interprets the best practice, policies and procedures to ensure adherence.

*Demonstrates management skills, both from a person management perspective and from the overall control of processes.

*Has exceptional organizational and communications skills.

*Prior experience in Change and Incident Management is essential; 5+ years of experience in this role is highly desirable.

*Prior experience in Service Level Management and Continue Service Improvement preferred, but not required.

*Must possess excellent analytical skills, excellent communication skills, and must be able to facilitate meetings with cross-functional teams to achieve positive outcomes for our SaaS Operations and our customers.

*Prior experience in working with both internal and external business units is critical to success. Must have demonstrated experience.

*Bachelor's degree in some aspect of Business, Engineering and/or Computer Science is required.

*10+ years of work experience within one or more IT organizations. Prior work experience in the high-tech industry is a plus.



It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. BMC never asks for payment from individuals seeking employment with the company.

If you need a reasonable accommodation for any part of the application and hiring process, visit the


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