Incident Manager

Please Note:1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)2. If you already have a Candidate Account, please Sign-In before you apply.Job Description:Broadcom's software group is looking for an energetic and self-driven professional to join our team. Our group’smission is to provide best in class software services delivered to the high availability standards that our clientsexpect. The candidate will form part of a global operations team which is goaled to ensuring the highest servicelevels of availability of the mission critical software services provided.The role requires you to take accountability for any highly visible, complex and SLA impacting issues that occuracross the Broadcom SaaS service offering. Manage the incident process, through taking ownership for matrixmanaged resources to restore normal service operation as quickly as possible to minimize the impact to serviceand business operations.Ultimately accountable for the efficiency and effectiveness of the Service Delivery during the life cycle of theIncident for its particular customers, stakeholder and business unit.Responsibilities:Skills:Attend war rooms to oversee and assess performance of the MIM (Incident commander) chairing the war room in line with Incident Management process per SOWOwn the Process governance and adherence – call out and educate/re-educate on process non-adherence.Functional process owner for the Incident and Major Incident Management processTaking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operationsWhen required act as a point of contact for all Major Incidents.If required represents the first stage of escalation for Major Incidents.If required responsible for planning and coordinating all the activities required to perform, monitor, and report on the process during a live incident.Ensure the closure of all resolved and end-user confirmed Incident recordsEnsure traction and report daily on the progress of Problem ReportsProvide guidance to the various support teams with regards to the incident process.Determines if an incident needs to be escalated according to priority and severity of the issue.Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective monthsMeet monthly with Service Managers to discuss process shortfall, improvements/new initiatives.Ability to coordinate and chair Major Incident war rooms during a live incident, must be able to take active lead in driving restoration of service.Good communication skills, verbal and written. Ability to communicate technical updates to non-technical stakeholders.Deep analysis into Incidents, root causes, weaknesses, corrective actions etc.Proficiency on Microsoft Office products, including Word, PowerPoint and Excel.Requirements:ITILv3 Foundation Certificate or higherAt least 5 to 7 Years experience in an ITIL based organization specifically within an OperationalExperience : Bachelor's and 8+ years of related experienceAdditional Job Description:Compensation and BenefitsThe annual base salary range for this position is $91,200 - $152,000 This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements. Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.