Incident Manager

**About Conduent**:
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**About Conduent Victoria Ticketing System (CVTS)**

Through our dedicated colleagues, CVTS delivers world class ticketing services and solutions - creating exceptional outcomes for our client and the community who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

**The Role**

**Responsibilities**:
**Issue/Incident Management**:

- Management of all Issues and Incidents end-to-end, experienced through the operation of the PTTA. As such, is involved as soon as potential issue is detected and until issue/incident is closed (and PIR submitted when applicable)
- Management and maintenance of the out of hours duty management process including the duty manager roster
- Ownership of the Incident Management Process
- Ownership of the Incident Management Plan
- Ownership of any issue/incident in the operation phase to help resolution in a timely manner

**Stakeholder Management**:

- Manage the communication with all key stakeholders as described in the Incident management plan/process for all issues on behalf of CVTS
- Provide the Single Point of Contact for DTP during the ongoing management of incidents (in relation with the Duty Manager)
- Prepare reporting, including issue register to be presented in weekly Service Delivery Working Group and monthly Operational Control Group
- Develop relationships with Stakeholders to facilitate information gathering and overall communication when issues/incidents occur

**Trend Analysis**:

- Identify trends and reporting solutions for issues raised by stakeholders.
- Work with internal business units to understand issues, scope and assist with the development of

risk mitigation strategies and business workarounds (WAR’s) where required.
- Work with reporting team to identify reporting needs to assist with trend analysis.

**Operational Support**:

- Understanding the business activities and suggesting improvements
- Supporting internal business communications on a needs base

**Qualifications**:

- 3+ years of experience in Incident Management
- Excellent written and oral communications skills
- Capacity to communicate with executives
- Ability to work in high pressure situations and in a fast-paced environment
- Has an IT background / ITIL Experience (preferred)
- Has relevant work experience in Service Now
- Has strong problem-solving skills

**Why join us?**

At CVTS, the client is at the heart of everything we do. We are one team and our success is directly related to the success of our people.

CVTS fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities can realise their maximum potential within the company.

Opportunities to gain knowledge and skills through incredible experiences, personal and professional development.

Our team is united in its passion to make a positive difference, with our communities, clients and end users.

**Closing**:
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
- At Conduent, _we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible._