What are the responsibilities and job description for the Vendor Incident Manager position at Compunnel Inc.?
Skills:
- ITIL expertise including Incident, Problem, and Change Management
- Experience with vendor management processes and standard methods.
- Strong negotiation and communication skills to effectively collaborate with internal teams and external vendors. You will be a part of a group that will help drive Vendor Support Process improvements so that we can reduce incident mitigation times.
Responsibilities
- Collaborate with Enterprise Vendor Managers to align vendor SLAs with incident management processes and improve response times.
- Assist in developing a capability to enable the Major Incident team to rapidly engage vendors for production incident support.
- Define metrics and score-carding to measure vendor response and support effectiveness.
- Assess these results to develop actionable insights to drive continuous improvement.
- Analyze vendor-related incident data and report findings related to vendor SLAs and metrics alignment.
- Identify existing process gaps by joining vendor-related incident bridges and post-mortems and propose process improvement opportunities within the Vendor Support models.
- Engage with vendors and vendor managers to elevate response efficiency during incidents.
- Engage in Vendor Operations meetings track vendor case status and identify opportunities and ways to address gaps or blockers.
- Document and educate incident management teams on process changes associated with managing and tracking vendor-related issues.
- Work with SMEs to develop knowledge articles on new vendor processes and technologies.
Requirements
- Experience with vendor management processes and standard methods.
- Strong negotiation and communication skills to effectively collaborate with internal teams and external vendors.
- Proven experience in understanding and optimizing existing processes.
- ITIL expertise including the Incident, Problem, and Change Management processes.
- Excellent written and verbal communication skills, with a keen eye for detail and an ability to explain complex concepts in a clear and concise manner.
- Exceptional analytical skills with the ability to translate details into identifiable trends and themes.
- A solid understanding of technical concepts and the ability to translate them into information consumable by various audiences.
