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Team Leader IT Data / Performance Analyst - Infrastructure Operations

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Date: Oct 22, 2021

Location: Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 49251

Location(s):  Charlotte, NC

 

Corning is the world leader in specialty glass and ceramics, building and manufacturing keystone components that enable high-technology systems. Corning’s history is filled with breakthrough technologies that have played a meaningful role in the way the world works. We thrive on solving difficult, commercially relevant problems through a creative and collaborative research and development process.

 

Corning Incorporated focuses on building a diverse global workforce where differences are celebrated, and employees feel safe bringing their “whole selves” to work. Our Diversity Network hosts 18 active and distinctive Employee Resource Groups. Employees have access to Allyship resources, podcasts, an internal video channel, digital learning series and trainings, all focused on building and celebrating global diversity and inclusion. Corning has been recognized as a leader in this regard and has been consistently recognized as a national employer of choice.

 

 

SCOPE/PURPOSE OF POSITION:
 

Corning seeks to improve the way it manages its Infrastructure Operations through focusing on how it mages Information Technology (IT) incidents across both IT infrastructure and applications. Managing IT incidents more effectively will lead to faster resolution of incidents, reduced impact of those incidents, and ultimately better availability of IT systems for Corning’s business.

Corning also seeks to improve the way it manages its Infrastructure Operations through providing staff and stakeholders with timely access to reliable performance metrics and IT data analytics. This information can then be used to manage day-to-day performance, drive strategic decisions and improve the overall quality of IT services across global Infrastructure Operations. 

Corning seeks an experienced IT Incident Manager / leader who can also lead the analytics / data management function.  This manager will lead the design, implementation, and ongoing management of both an IT Incident management capability and an IT data analytics capability.

 

ROLES AND RESPONSIBILITIES:

  • Lead a team if IT incident managers focused on timely resolution of IT incidents across multiple disciplines of IT (server, storage, network, applications, etc.).
  • Manage the operational delivery of Incident management processes and procedures across all of IT.
  • Develop and implement strategic performance roadmap to measure IT services within Global Infrastructure Operations, aligned with Corning IT and industry best practice.
  • Collaborate with Infrastructure Service-line / tower leaders and external service providers to understand processes, identify areas for improvement and align on reporting methods.
  • Develop scorecards and skills matrices to measure IT systems performance and drive improvement.
  • Review and report on themes contained in IT Feedback Reports; alert leaders to follow-up actions required related to analytical analysis so they can be actioned in a timely fashion.
  • Develop / refine ticket audit process to drive improvement.
  • Develop, enhance, and oversee current queries, reports and dashboards to meet the needs of Infrastructure Operations to manage day-to-day and future operations.
  • Provide reporting focused on total counts (opened, closed, touched), trends and forecasted predictions
  • Provide forecasting input based on ticket history trends (month / day of week / time of day)
  • Provide reporting based on frequencies that would be historical and current (Month to Date / Year to Date), spanning monthly, quarterly, and include a year-end executive summary
  • Provide regular analysis / input on annual scorecard (AOP) performance (including IT resolution and Business Time to Resolve) via monthly feedback reports.
  • Develop, implement, and monitor metrics for process effectiveness, adoption, efficiency, and outputs in alignment with industry benchmarks.
  • Function as technical escalation point of contact based on ticket trends, spanning across all ticket types.
  • Assist in sharing regular performance results, trends and opportunities for improvement with key IT business contacts (BEIT) and IT leadership.

 

EDUCATION REQUIREMENTS

  • Minimum of associates degree in relevant field or equal experience; Bachelor’s preferred. Bachelor’s in Business Management, Information Technology, Financial Management or similar relevant field

 

WORK EXPERIENCE

  • Minimum of 5 years operational experience developing ITIL metrics and dashboards

 

REQUIRED SKILLS

  • Expert in IT analytics
  • Experience with IT Service Management, ITIL and ITSM tools
  • Experience with database design & technologies
  • Experience with dashboards and automation of IT analytics
  • Effective organization, and planning skills, with ability to handle changing priorities
  • Project Management skills
  • Excellent communication, interpersonal and influencing skills
  • Must be self-motivated, able to work in a team environment and motivate others
  • Self-confident, results-oriented, persuasive, and influential
  • High attention to detail and capable of seeing patterns in data
  • Ability to create Power BI dashboards (or similar reporting systems) and ServiceNow analytics to provide insight and achieve goals of the organization
  • Strategic mindset
  • Ability to Drive Repeat trend reduction efforts

 

DESIRED SKILLS

  • ITIL Certification
  • Six Sigma Certification
  • Experience with ServiceNow Performance Analytics
  • Experience with reporting related to Incidents, Tasks, SLAs and CMDBs
  • Project Management skills
  • Analytically minded
  • SQL/scripting skills

 

TRAVEL 

  • 5-10%

 

 

Does this sound like you? Apply today!

 

 

This position does not support immigration sponsorship.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

 

We prohibit discrimination based on race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.


Nearest Major Market: Charlotte