2407020460w Product Manager

hace 6 horas

Asia, Perú Johnson & Johnson A tiempo completo

Description

**Product Manager - Incident & Problem Management**

**Responsibilities**:

- Establish and maintain the roadmap for Incident and Problem Management, aligned with ServiceNow platform capabilities.
- Drive process governance activities to ensure Incident and Problem Management objectives are achieved and business impact is minimized.
- Partner with the selected vendor to lead the Global Command Center function, facilitating service restoration for major incidents.
- Lead team from selected vendor to manage work needed to support operational aspects of Incident and Problem Management processes.
- Define metrics to measure operational performance of Incident and Problem management.
- Identify process improvement opportunities, recommend solutions and lead improvement efforts.
- Serve as an advocate for ITSM across the Consumer Technology organization, ensuring needs of all stakeholders are evaluated and considered.
- Act as an escalation point for major incident management and resolution during service disruption events.

**Experience and Skills**:
**Education**:
B.A/B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).

Required:

- At least 8 years of relevant technology experience
- Demonstrated experience with Incident Management, Problem Management, and major incident management.
- Solid understanding of ITIL and experience with the ServiceNow platform.
- Strong analytical skills and a proven track record delivering process improvements.
- Experience using technology and automation to achieve process improvement and/or ITSM outcomes.
- Excellent written and verbal communication skills; ability to communicate effectively with both executives and technical teams.
- Experience working in an organization with complex stakeholder networks.
- Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.

Preferred:

- ITIL 4 certification or equivalent.
- Experience working in and leading Product, Agile and Scrum teams.
- Experience leading teams, either direct reports, matrixed reports, or MSP team members.
- Experience working with data, analytics, and visualization tools (e.g., Performance Analytics, Tableau, PowerBI).
- Experience working with automation and AI tools to achieve ITSM outcomes.

**Qualifications**:
**Experience and Skills**:
**Education**:
B.A/B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).

Required:

- At least 8 years of relevant technology experience
- Demonstrated experience with Incident Management, Problem Management, and major incident management.
- Solid understanding of ITIL and experience with the ServiceNow platform.
- Strong analytical skills and a proven track record delivering process improvements.
- Experience using technology and automation to achieve process improvement and/or ITSM outcomes.
- Excellent written and verbal communication skills; ability to communicate effectively with both executives and technical teams.
- Experience working in an organization with complex stakeholder networks.
- Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.

Primary Location Asia Pacific-India-Karnataka-Bangalore

Travel No

Job Function Technology Operations

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