ITSM Manager

We are the global test and automation specialists, powering next-generation technologies through sophisticated solutions. Behind every electronic device you use, Teradyne's test technology ensures your device works right the first time, every time! Our portfolio of automation solutions help manufacturers to develop and deliver products quickly, efficiently and cost-effectively. Together, Teradyne companies deliver manufacturing automation across industries and applications around the world!

We attract, develop, and retain a high-performance workforce, comprised of people with diverse backgrounds and a shared drive for excellence. We strive to foster a positive and inclusive work environment that helps employees, and communities, thrive.

Our Purpose

TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learning something new every day.

We cultivate a culture of inclusion for all employees that respect their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

 

Opportunity Overview

We are seeking a highly skilled ITSM Professional with extensive experience in ITIL incident and problem management practices. The successful candidate will be responsible for implementing, operationalizing, and managing the incident and problem management practice to support the entire IT organization. This role will ensure the organization meets its SLA targets and maintains a world-class incident and problem management process.

Roles & Responsibility:

• Implement and Operationalize Incident and Problem Management Practices:

• • Develop and implement incident and problem management processes in line with ITIL best practices.
  • Ensure processes are integrated with other ITSM processes and tools.

• Incident Management:

• • Oversee the incident management process to ensure timely resolution of incidents.
  • Establish and maintain processes to ensure SLA targets are met.
  • Coordinate with various IT teams to manage and resolve incidents effectively.

• Problem Management:

• • Conduct root cause analysis and run root cause reviews to identify and address underlying issues.
  • Develop and implement problem management processes to prevent recurrence of incidents.
  • Maintain a known error database and ensure it is up to date.

• Metrics and reporting:

• • Create and report on key metrics to measure the success of the incident and problem management program.
  • Provide regular reports to senior management on the status and performance of incident and problem management activities.

All About You

We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us on this mission, take a closer look at the minimum criteria for the position.

Minimum Job Requirements:

• Bachelor’s degree in information technology, Computer Science, related field OR equivalent job-related experience.
• Advanced English Level
• 5 years of experience in:
  • ITSM focused on incident and problem management
  • Implementation and management of ITIL based incident and problem management.
  • ITSM tools and Software: e.g. JIRA Service Management

Preferred Job Requirements:

• • ITIL Intermediate or Expert certification.

The ideal candidate will demonstrate the following behavioral traits:

• • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a fast-paced, dynamic environment.
  • Proficiency in ITSM tools and software.

Benefits:

Teradyne offers a variety of robust health and well-being benefit programs, including medical, dental, vision, life and health insurance, paid vacation & holidays, tuition assistance programs, and more.

#LI-PS1