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Associate Director - Incident & Outage Management Center

Location: Secaucus, NJ
Atrilogy Solutions Group is presently seeking an Associate Director – Global Lead Outage Management Center for our client, a well-known and highly-respected organization in the Tax and Assurance industry. This is a full-time, Direct Hire opportunity located in Secaucus, NJ.
The Associate Director – Global Lead Outage Management Center will build and operate the model for effectively managing the technology major incidents impacting our client’s business. The ideal candidate will provide the vision and direction for improving incident resolutions by directing activities wit and refinements with business context.  The role directs the team’s actions in all instances of high priority and severity in accordance with the PxSX criteria within the Information Technology Infrastructure Library (ITIL) and oversees the evaluation of all remediation activities for proper adherence to agreed business directives. The role directs the team to ascertain overall adherence to Operational Level Agreements (OLA) as well as Service Level Agreements (SLA) as a measure of service standards.
Position: Associate Director – Global Lead Outage Management Center
Location: Secaucus, NJ
Position Type: Full Time / Direct Hire
Travel Requirements: minimal
Target Salary: Depending on Experience


The role drives the ability to transform the model to embrace the emerging Agile & DevOps model with an understanding of automation and CI/CD models. 
The role directly reports and is guided by the Director - Infrastructure Systems Management & Support  
Essential Functions of the Job: 
  • Build & Directs the capability for the Outage Management team with focus on identifying and repairing critical business applications/services
  • Build and Run an effective engagement model with business stakeholders to gather feedback and evolve as a trusted partner from a technology side
  • Build & Run a business centric team with the right blend of business acumen and infrastructure technology skills to operate in the Outage Management
  • Directs the technical coordination for PxSx incident management and the quality management reviews for all incidents to manage and evaluate appropriate reporting and remediation activities undertaken by the team.
  • Directs the review including the post incident reviews to bring out interim approach to improvements. Also identifies the shift left opportunities which expedites and ensures resolution closer to our customers.
  • Plans and refines the 24/7 operating model to ensure optimum attention to incidents and escalations
  • Provides the technical leadership and oversight required to enhance or amend our established processes in incident, problem and change management by collaborating with Enterprise Service Management team
  • Accountable for building key KPIs to measure service performance which includes MTTD/MTTR target metrics. Refine targets on Productivity, Quality & Compliance from time to time to ensure a continuous improvement cycle to enhance the business experience from technology
  • Partner with Command Center & Systems Management Tools team to drive improvement for monitoring of key business applications & services
  • Leads direct reports and other members of staff to the highest level of performance, selects staff for hiring, conducts performance reviews and directs the alignment of responsibilities to ensure 24x7 coverage with business continuity principles
  • Collaborates and shares knowledge across Technology teams, Technology Vendors and the organization to mature the Outage Management Service to Best In Class
  • Acts in accordance with government and other specific regulations and procedures on matters related to privacy and confidentiality of individuals/process with regions
  • Coaches & Develops team to achieve success with regional and global models
Analytical/Decision Making Responsibilities
The role requires a high level of analytical acumen and solution orientation to influence and guide technical oversight efforts to avoid potential financial and operational risks to IT and the organization’s customers.  The role possesses advanced critical thinking skills and the ability to quickly identify and understand where there are gaps in the incident management model and communicate, propose or direct changes.

Knowledge and Skills Requirements:
  • Maintains advanced interpersonal and collaborative skills to engage strategically with peers and other senior executives of the firm, in cross business discussions
  • Possess good business acumen and an ability to gain commitment & trust for technology
  • Uses these communication skills to challenge insightfully, to direct improvements and remediation to processes, propose credible options as solutions
  • Projects well-defined consultative skill to conduct effective questioning to break down complex issues into core elements, formulate appropriate ideas and negotiate those ideas clearly and concisely to advance a cooperative engagement by all levels of the organization including senior and/or executive management. 
  • Maintain and Develop good knowledge on the regional and global infrastructures, application technology and IT’s overall technical operating environment to support proper recognition and impact of service
  •  Possesses an advanced knowledge in Major Incident Management and specifically the Priority and Severity (PxSX) criteria to recognize the impact and aligned criteria to scale an Incident up to and including P1S1’s (Major Incidents).  Recognizes where criteria is met and leadership escalation is needed
  • Manifests a strong analytical and problem solving ability to negotiate complex and conflicting issues, handle ambiguity as well as multiple and shifting
  • Adapts communication style to suit the situation.  Develops rapport and remains calm under pressure.  Builds strong relationships across all levels of a matrixed, geographically and culturally dispersed organization utilizing advanced oral and written English communication skills.
  • Resolves team conflicts with a proven aptitude to implement & communicate difficult decisions as well as provide individual or team mentoring as appropriate.     
Supervision Responsibilities:
        The role is assigned staff oversight of the Regional Leads and Coordination Lead and requires seasoned management skills inclusive of recommending staff to hire, setting objectives and reviewing accomplishments, coaching for success and counselling for improvement. Assigned staff may be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones. The role is additionally required to influence manage others within IT as part of conveying and enforcing best practices and change management directives.
Travel Requirements: 
        The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues or to accommodate teams or staff in other time zones.  The role may, as part of a specific project or regional meeting, be additionally required to periodically travel to other locations.  
Education: Degree in Computer Science or a related discipline

• Approximately 12 years working in a management position within Information Technology in a global firm
• Over 5 years’ experience of ITIL Major Incident Management with a background to tailor the traditional operate model to suit the Agile & DevOps model
Certification Requirements: • ITIL Maters would be ideal and additionally on Agile (Scrum/Kanban) model would be advantageous
For immediate consideration please submit your resume in Word format, along with daytime contact information.  LOCAL CANDIDATES ONLY PLEASE unless you are willing to relocate yourself at your own expense.  Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially.  Selected candidate may be asked to pass a comprehensive background, credit and/or drug screening.  Principals only, no third parties please.

Established in 2000, Atrilogy Solutions Group, Inc. provides organizations of all sizes with high-quality, cost effective information technology (IT) and business process consulting & staffing services.  Our industry-leading service model combines experienced project managers with seasoned technical and functional consultants to eliminate client uncertainty and deliver superior value and results.
Clients turn to Atrilogy for expertise in:
  • IT staffing and placement (Project Managers, Agile/Scrum Masters, Business Analysts, DBA’s, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists)
  • All major ERP & CRM packages (including Oracle, Workday, PeopleSoft, JD Edwards, Lawson, SAP, Dynamics AX, Salesforce, Microsoft CRM, NetSuite)
  • Business Intelligence, Data Warehousing, and Big Data Integration
  • Creative (Interactive Project Manager/Art Director, Information Architect, UI/UX Designer, Web/Graphic Design)
Atrilogy has been recognized by Inc. magazine as one of the nation’s fastest-growing, privately-held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, Atlanta, and Dallas with satellite offices in Boston, Jersey City, Las Vegas, Seattle, and Delhi, India.
Atrilogy Solutions Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

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