Lead, Incident, Problem, & Change Management (IPCM)

| Greater NYC Area
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Unqork is the no-code platform that's pioneering a new way for companies to build, deploy, and manage complex, enterprise-grade applications. At this moment, Fortune 100 companies are using Unqork to create and deliver software without writing a single line of code.

Gary Hoberman, former CIO of Metlife, founded Unqork in 2017 with a team of hand-picked industry professionals, and together we're creating a massive paradigm shift in the way software is built. If you want to have a hand in defining the future of application development, we want to hear from you.

The Opportunity:

The IPC Manager (IPCM)  is responsible for the upkeep and smooth operations of IT systems. They oversee all aspects of the incident/problem/change management process, from evaluation to resolution. The IPC Manager records all issues/changes and helps to design ways to prevent similar problems or audit changes in the future. He, she, or they will liaise with technical support teams to create procedures to deal with problems, changes, and develop solutions.

In an environment this complex and as our customers become more enterprise and sophisticated, it is critical that we have a lead that will implement the incident, problem, and change management framework. There is a high correlation between the incident, problem, and change; industry-standard estimates that over 80% of major incidents are change related. Change-related incidents are also easiest to remediate. While it is understood that incidents should be discovered and remedied as quickly as possible, IT organizations should also track and analyze incidents as part of a continual improvement process. By understanding which incidents occur most frequently and which costs the business the most, we can continue to improve our KPI - mean time to resolve.

  • Manage, monitor, and ensure Incident, Problems, and Major Incidents are permanently fixed (including identifying, recording and allocation of problems and major Incidents to the relevant Resolver Group)
  • Build service catalogs and maps (CMDB) that will allow the ability to dynamically update inventory, dependencies, and associate components to services 
  • Manage the Incident Management Conference bridge for SEV 1 outages
  • Collaborate with other service management teams within the command center (& change team) to ensure that events, alerts, and changes are defined & understood to enable faster response to incidents
  • Ensure that the root cause of problems are proactively identified and documented
  • Chair and contribute to any meetings concerning Incident Root Cause Analysis
  • Perform trend analysis on recurring incidents and produce reports on such trends that the customer/stakeholders may require
  • Support continuous improvement through identification of opportunities to enhance the quality, productivity, and culture of the service, ensuring that the operational documentation is kept up to date
  • Track our firm’s production service committed SLAs - basic, premium, and platinum services
  • Facilitate and manage any and all changes (including ensuring that any requests for changes made by the customer/others are sufficiently detailed and contain all necessary information) where required by the customer and ensure that all changes are logged in such format as the customer acquires from time to time
  • Chair and contribute to Change Advisory Board/CM Meetings
  • Ensure information regarding changes is communicated to the customers
  • Issue Service Advisory notifications of any downtime as a consequence of a change

Who you are:

  • You have exceptional communication skills, both written and verbal
  • Flexible and adaptable; able to work in ambiguous situations
  • Problem-solving and root cause identification skills
  • Must be a team player and able to work collaboratively with and through others

What we’re looking for:

  • BS/BA Business, Computer Science, Engineering, Information Systems and/or equivalent formal training or experience
  • 5+ years of experience in business and/or Information Technology
  • Ability to influence change outside of the span of control or authority
  • Ability to implement new and innovative processes for continuous improvement
  • Experience and knowledge of incident, problem and change management problem policy across fast global, mission-critical apps at an enterprise level
  • Experience/working knowledge CMDB tools like ServiceNow or MS systems center service manager, Live Maps
  • Working knowledge of any technology ticketing system (e.g. Remedy, service tools, Zendesk, Opsgenie, etc.)
  • Proficiency in the use of analytical packages and query languages used to analyze customer data, i.e., SQL, SAS, or Business Objects is preferred
  • Maintaining incident logs and processing incident reports for review with upper management
  • Experience and knowledge of change management principles, methodologies, and tools
  • Change management certification or designation desired
  • Ability to handle and perform in stressful situations
  • Proficiency in Microsoft applications such as Word, PowerPoint and Excel as well as Sharepoint, Confluence, and Jira

Bonus:

  • Experience writing Perl, Python, scripting, programming, or other languages is a plus

Unqork is an equal opportunity employer, and proud to be committed to diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM

Location

We’re located in Union Square West: great food, a quick block away from the park, and a short walk to the N/Q/R/W, 4/5/6, L, B/D/F/M, and PATH trains.

An Insider's view of Unqork

What’s the vibe like in the office?

The office is a refreshing place to work - it’s a place that’s supported by the belief that success is driven by the well-being of its makers. There’s a trust that everyone knows how to get things done in a way that’s most efficient for them. The non-egotistical and supportive energy allows everyone to thrive in the ever changing dynamic!

Kelly Jin

Production Support Engineer

How do you collaborate with other teams in the company?

Unqork encourages different teams to build creative solutions on a daily basis. Thomas and I have been working on a project together for the past few months, and most of our days consist of collaborating together in a fun and relaxed room, brainstorming to come up with innovative solutions to complex business problems.

Thomas Erlendson and Russell Epstein

Technical Specialist and Solutions Architect

How has your career grown since starting at the company?

From my first day, I was quickly able to see the results of my work in projects. There is an inherent positive feedback loop of effort translating to valuable technical and business experience in the company. This increased my learning, responsibilities and exposure to impactful decision making quicker than I thought I could have in my career.

Leo Fisher

Technical Specialist

What are Unqork Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Key Example is our Culture, Diversity and Inclusion Committee
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Unqork provides employees with a 401(k) matching plan managed by [provider]. We match 50% of contributions up to 3% of an employee's annual gross pay.
Company Equity
Performance driven equity grants
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
16 weeks for primary caregiver and 12 weeks for secondary caregiver
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Lunch is catered every Tuesday and Thursday, while we have breakfast and snacks available daily.
Game Room
We have Pacman and a ping pong table!
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Tuesday and Thursday
Happy Hours
Happy hours are hosted once per week
Professional Development Benefits
Job Training & Conferences
Unqork offers employees professional development opportunities like Onsite training courses.
Tuition Reimbursement
Unqork recently launched a student loan payback program.
Diversity Program
Lunch and learns
Unqork hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes career mentoring and leadership mentoring
Customized development tracks
More Jobs at Unqork56 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Marketing
Operations
Product
Project Mgmt
Sales
Developer
new
New York
Operations
new
New York
Developer
new
New York
Design + UX
new
New York
Marketing
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Operations
new
New York
Operations
new
New York
Developer
new
New York
Operations
new
New York
Design + UX
new
New York
Developer
new
New York
Operations
new
New York
Developer
new
New York
Operations
new
New York
Design + UX
new
New York
Product
new
New York
Design + UX
new
New York
Marketing
new
New York
Developer
new
New York
Developer
new
New York
Marketing
new
New York
Marketing
new
New York
Finance
new
New York
Operations
new
New York
Project Mgmt
new
New York
Marketing
new
New York
Sales
new
New York
Marketing
new
New York
Sales
new
New York
Developer
new
New York
Operations
new
New York
Project Mgmt
new
New York
Marketing
new
New York
Marketing
new
New York
Data + Analytics
new
New York
Operations
new
New York
Sales
new
New York
Operations
new
New York
Data + Analytics
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Unqork's full profileSee more Unqork jobs