Incident Manager/Problem Manager Lead

Requisition: 79533 PSEG Company: PSEG Long Island Salary Range: $ 101,600 - $ 160,900 Incentive: PIP 15% Work Location Category: Remote Local PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states. We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year. PSEG offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG. Job Summary Incident Manager/Problem Manager Lead The purpose of the Incident/Problem Manager is to manage the lifecycle of all incidents, problems identify the root cause of incidents, and problems identified, and minimize the recurrence of future/recurring incidents. This role works collaboratively to coordinate with various teams to investigate and resolve issues, and provide regular updates to stakeholders. The work is largely aimed at incident avoidance requiring active engagement in problem management by analyzing trends or historical data of incidents and services. As lead, responds to and addresses unplanned events that can affect service quality or service operations. The role executes the processes that support the identification and resolutions/corrections to problems to maintain normal service and minimize impact to the business. These include Incident identification, categorization, prioritization, response and closure. Job Responsibilities Include but are not limited to: * Identifies the occurrence of incidents, and categorizes/prioritizes incidents resolution, reviews all current and previous incidents and identifies problems if needed for root because analysis ensures normal services are restored as quickly as possible and significant operational impacts due to incidents in the IT environment are minimized. * Serves as an escalation point for high priority incidents and problems and work with support teams to troubleshoot and resolve them, monitors effectiveness of incident management, make recommendations for improvement and identifies opportunities to create documentation and procedures to support the resolution of future/open incidents, known errors and raises change requests if a functional change is required to prevent the reoccurrence of future incidents and problems. * Identifies the need for emergency changes and works with support teams to ensure they are resolved and deployed in a timely manner and develops and maintains the incident and problem management processes, and ensures that all Service Desk and Support personnel adhere to defined processes. * Uses analytical/reporting methods to assess incident management and problem management performance and performs regular reviews of the live and development environments to identify trends or underlying issues that result in problems. * Operates or uses various equipment and supplies in order to complete work assignments: operates and maintains servers, hard drives, and other equipment; operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions. * Communicates with supervisor, other employees, clients, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. Job Specific Qualifications Required: * Bachelor's Degree in Business, Information Technology, Information Systems, Computer Science, or related field with six (6)or more years of related work experience in technology field supplemented by four (4) years of incident management and problem management experience; * Excellent understanding of service development, management and operations industry standard. * Professional communication and collaboration skills. * Business and financial awareness of the impact of problems. * Ability to coordinate, manage, and/or correlate data. Includes exercising judgment in determining time, place and/or sequence of operations, referencing data analyses to determine necessity for revision of organizational components, and in the formulation of operational strategy. * Ability to make decisions on procedural and technical levels. * Ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information * Ability to apply principles of influence and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problem * Ability to exercise judgment, decisiveness and creativity in situations involving broader aspects of organizational programs and operations, moderately unstable situations, or the direction, control and planning of an entire program or set of programs. Desired: * ITIL3/4 Certification required; ITIL Strategist preferred. Minimum Years of Experience 6 years of experience Education Bachelors Certifications None Noted Disclaimer Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer. PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals. As an employee of PSEG you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations. For all roles, PSEG's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result. PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses. PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com. If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision. ADDITIONAL EEO/AA INFORMATION (Click link below) Know your Rights: Workplace Discrimination is Illegal Pay Transparency Nondiscrimination Provision Nearest Major Market: Long Island Nearest Secondary Market: New York CIty Job Segment: Testing, Sharepoint, Developer, Service Desk, Recruiting, Technology, Customer Service, Human Resources