Vendor Incident Manager

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Company: Saxon Global

Location: Smithfield, RI 02917

Description:

Job Description:

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.
Identity 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 and 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 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.