Incident Manager – Application Support II

Location: Peachtree Corners, GA

Are you looking for a company that empowers talent?

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation!

From Day 1, you are empowered to create an impact with your full potential and creativity to make a difference for tomorrow.

We truly have an inclusive and diverse team culture where you can be yourself. Our extensive global presence offers a diverse range of career opportunities across various industries, nations, and job domains, empowering our workforce to continuously enhance their skills and stay competitive.

Create a better tomorrow with us!

The Electrical Products (EP) Business of Siemens Industry, Inc. is experiencing unprecedented market growth and demand, and we continue to invest in our underlying technologies to support this growth. EP utilizes an industry leading Configure Price Quote (CPQ) and Order Management platform in conjunction with SAP as our product configuration, quotation and order management ecosystem.

We are seeking an experienced Level II Incident Manager to join our team. As Incident Manager, you will play a critical role in ensuring the timely resolution of platform incidents and minimizing disruptions to our organization. Your expertise in incident diagnosis, resolution, and coordination will be essential for maintaining uninterrupted services.

You will make impact with the following responsibilities:

• Drive the establishment and ongoing refinement of service level agreements between our stakeholders and Business Technology Organization
• Collaborate with L1 Incident Management team to ensure accurate issue documentation, classification, first level resolution and consistent end to end issue management across teams.
• Own and drive the L2 incident management methodology based on industry best practice (e.g.ITIIL).
• Incident Resolution: Collaborate with technical teams to diagnose and resolve incidents promptly.
• Prioritize incidents based on impact and urgency.
• Resource Allocation: Identify required resources for incident resolution. Assign / reassign incidents to appropriate team members.
• Data Gathering: Collect relevant information about incidents, including causes and severity.
• Communication: Maintain clear communication with stakeholders, providing updates on incident status and resolution progress.
• Problem Management: Collaborate across technical teams to address recurring incidents and prevent future occurrences.
• Facilitation of production issues meeting with key L1, L2 support resources
• Establishment and Management of Incident Escalation Process
• Scheduling and Facilitation of Incident Escalation Meetings
• Reporting of Analytics and Key Performance Indicators / Metrics on Incident Management:
  • Overall Ticket Volume, Initial Response Time, Resolution Time, Ticket Aging, Ticket Backlog, Customer Backlog
  
  

You’ll win us over by having the following qualifications:

Basic Qualifications:

• BS in business or related field or equivalent years of experience.
• 5 plus years of experience in incident management, preferably in an ITIL environment.
• Technical Skills: Proficiency in incident diagnosis, resolution, and coordination.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Ability to analyze complex incidents and recommend effective solutions.
• Teamwork: Collaborate effectively with cross-functional teams.
• Must be eligible to work in the US with no sponsorship now or in the near future.

Preferred Qualifications:

• Certification: ITIL Foundation certification (higher levels preferred).
• Prior working experience with the COMPAS CPQ platform
• Experience with SAP S/4 Hana, SAP SD, PP, Variant Configuration
• Prior working experience with integrated IT Systems
• Proficiency with Jira, Confluence and related Atlassian Product offerings
• Prior working experience in Low Voltage Electrical Manufacturing Industry

Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

Benefits and Perks:

Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html

The pay range for this position is $97,500 – $167,200. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.

Create a better #TomorrowWithUs

About Siemens:

We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose adding real value for customers.

Our Commitment to Diversity, Equity, and Inclusion:

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us. Learn more about our commitment to DEI here.

Protecting the environment, conserving our natural resources, fostering the health and performance of our people as well as safeguarding their working conditions are core to our social and business commitment at Siemens. They are an integral part of our Business Conduct Guidelines and our corporate strategy.

#Hybrid #LI-AB1

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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