4647 - Senior Engineer, Incident and Problem Management

Company: Lexicon Solutions
Location: Portland
Posted on: May 3, 2025

Job Description:

Job Summary:- Manage the daily incident and problem management of overall IT Operations to ensure proactive delivery of safe, secure, reliable, and cost-effective technology services to critical company functions.- Responsible for defining, implementing, and creating 24--7 processes managing ITIL compliant Incident and Problem management, ensuring industry best practice processes and compliance with the ITIL framework.- Lead teams of technical experts and IT leaders through incidents to successful resolution.- Develop, coordinate, and implement operational plans related to normal, degraded, and emergency service.- Ensure timely and accurate technical and business impact communications to broad agency and executive stakeholders.- Define, implement, and lead the formal Problem Management function, ensuring rigorous process adherence and driving mitigation items to closure across all of IT Operations.- Collaborate with internal partners to develop, update, and implement policies and procedures related to IT operations.- Serve as an on-call manager for a twenty-four hour, seven day a week operation.- Ensure a commitment to safety through consistent and professional behaviors in the performance of job requirements. Safety is a fundamental value guiding all aspects of work.Responsibilities:- Provide effective IT-wide leadership of all teams involved in incident identification, impact assessment, resolution, and problem management processes.- Lead the organization in increasing resilience by reducing incident duration and frequency.- Develop a work environment that is inclusive, respectful, and in partnership with IT members and officers. Ensure consistent application of policies, procedures, and labor agreements, addressing employee concerns over work times and conditions.- Collaborate, develop, recommend, communicate, and evaluate new or revised policies, programs, and procedures impacting operations and supporting agency goals, including IT policies, SOPs, communication protocols, and business processes. Keep current with industry best practices, including SOP application, KPI development, and reporting.- Assist in developing programs for OCC technical systems, including bus dispatch, rail control, CCTV, and mobile computing systems. Manage logistics, testing, training, and operations for system replacements or modifications.- Develop, coordinate, and implement operational plans for normal, degraded, and emergency services. Support the Director during incidents, service interruptions, and emergencies, collaborating with OCC incident managers and participating in Emergency Operations Command Centers.- Help establish clear goals, targets, performance standards, policies, and scorecards. Provide leadership, clear communication, and direction to operational teams. Measure performance and recognize achievements.- Serve as an ITIL expert in Incident and Problem management and contribute to ITIL maturity organization-wide.Education:- Bachelor's Degree in Computer Science or ITRequired Work Experience:- 6 years of relevant experience or equivalent.
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Keywords: Lexicon Solutions, Gresham , 4647 - Senior Engineer, Incident and Problem Management, Executive , Portland, Oregon