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Process Manager

Company: Apex Systems
Location: Austin
Posted on: February 7, 2024

Job Description:

We are looking for ahighly skilled and experienced ProcessManager to join our clients team in Austin, TX. The Process Manager role is an individual contributor position that will participate in the IT problem management and major incident management processes. This role will lead Correction of Error (COE) investigations (also known as root cause analysis investigations) for select major incidents within theIT domain. This role will also be responsible for leading cross-functional tiger team investigations that are spun up from trend analysis or stakeholder escalations. Another key responsibility of the role will be to back up the major incident management (MIM) process and participate in the MIM on-call rotation (once every 3-4 weeks). The ideal candidate will have strong written and verbal skills as the role will require a great deal of meeting facilitation with technical experts and leaders, as well as crafting/publishing COE reports for leadership review. The candidate will also be naturally curious, able to think big and look outside the box for solutions, and interested in understanding how applications and systems work (as a growing understanding of high-level application/system functionality and dependencies will help drive success).


  • Facilitate and author correction of Error (aka root cause) investigations with cross-functional teams
  • Identify and craft corrective action tasks (PTASKs) based on investigation findings
  • Crafting and publishing root cause analysis report for select major incidents and issues identified via trend analysis
  • Lead project teams
  • Support governance for corrective action tasks, including, but not limited to complex task lifecycle management, facilitating task review meetings, operational reporting, owning data capture standards for tasks, leadership overview reporting, etc.
  • Leading the Major Incident Process as a secondary MIM Manager
  • Serve in the on-call rotation for Major Incident coverage 1 out of every 3-4 weeks

    Desired Work Experiences:
    • Experience within problem management
    • Experience performing root cause analysis
    • Familiarity within the Major Incident Management process
    • 2-3 years experience leading project work
    • Familiar with ITIL and IT service management principles
    • Strong communication and collaboration skills
    • Knowledge of common problem management tools, such as 5 Whys and Fishbone Diagrams is a plus
    • Familiar with the problem management module of Remedy or ServiceNow a plus
    • Skilled with collaboration tools such as Outlook, Slack, Skype for Business, OneNote, etc.

      EEO Employer

      Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178 .

      Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing - in Talent Satisfaction in the United States and Great Place to Work - in the United Kingdom and Mexico.

Keywords: Apex Systems, Austin , Process Manager, Executive , Austin, Texas

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