Company Summary Better software means better projects. Deltek is the leading global provider of enterprise software and information solutions for project-based businesses. More than 30,000 organizations and millions of users in over 80 countries around the world rely on Deltek for superior levels of project intelligence, management and collaboration. Our industry-focused expertise powers project success by helping firms achieve performance that maximizes productivity and revenue. www.deltek.com Position Responsibilities The Cloud Incident Manager Position responsibilities will include but are not limited to:  Effectively managing the lifecycle of all incidents.  Getting the technical teams involved that are needed to restore the service that is having an outage/service disruption.  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.  Ensuring that all teams follow the incident management process for every incident.  Documenting what is occurring to keep everyone informed of the progress being made to restore the service.  Participating in weekly post mortems with various business units to identify root cause and mitigation.  Publish Executive communications throughout the lifecycle of an incident.  Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)  Assist with the creation of standardized communication templates; both internal and external.  Participating on a new initiative to implement Service Management across Deltek’s organizations  Must be able to work 12am-9am EST and participate in an on call rotation. Qualifications 5 years in a technical discipline role with experience in planning, implementing and evaluating processes, systems and/or initiatives.  Experience applying measurement processes/methods for assessing program outputs and outcomes or progress toward goals and objectives.  MUST be ITIL Certified  Ability to work across organizational boundaries, to help lead and influence change.  Ability to command the process across all levels to ensure customer focus; including being assertive and self-starting.  Extremely high level of analytical ability with complex problems.  Very high level of interpersonal skills to work effectively with others, motivate employees, and elicit work output in a team environment.  Proven experience, knowledge and demonstration of continuous process improvement.

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