2407020460W Product Manager – Incident & Problem Management

at  Johnson Johnson

EXPERIENCE AND SKILLS:

Education:
B.A/B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).

Required:

• At least 8 years of relevant technology experience
• Demonstrated experience with Incident Management, Problem Management, and major incident management.
• Solid understanding of ITIL and experience with the ServiceNow platform.
• Strong analytical skills and a proven track record delivering process improvements.
• Experience using technology and automation to achieve process improvement and/or ITSM outcomes.
• Excellent written and verbal communication skills; ability to communicate effectively with both executives and technical teams.
• Experience working in an organization with complex stakeholder networks.
• Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.

Preferred:

• ITIL 4 certification or equivalent.
• Experience working in and leading Product, Agile and Scrum teams.
• Experience leading teams, either direct reports, matrixed reports, or MSP team members.
• Experience working with data, analytics, and visualization tools (e.g., Performance Analytics, Tableau, PowerBI).
• Experience working with automation and AI tools to achieve ITSM outcomes.

Qualifications

EXPERIENCE AND SKILLS:

Education:
B.A/B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).

Required:

• At least 8 years of relevant technology experience
• Demonstrated experience with Incident Management, Problem Management, and major incident management.
• Solid understanding of ITIL and experience with the ServiceNow platform.
• Strong analytical skills and a proven track record delivering process improvements.
• Experience using technology and automation to achieve process improvement and/or ITSM outcomes.
• Excellent written and verbal communication skills; ability to communicate effectively with both executives and technical teams.
• Experience working in an organization with complex stakeholder networks.
• Ability to coordinate and communicate across multidisciplinary/multicultural teams across countries and regions.

Primary Location Asia Pacific-India-Karnataka-Bangalore
Travel No
Job Function Technology Operation

• Establish and maintain the roadmap for Incident and Problem Management, aligned with ServiceNow platform capabilities.
• Drive process governance activities to ensure Incident and Problem Management objectives are achieved and business impact is minimized.
• Partner with the selected vendor to lead the Global Command Center function, facilitating service restoration for major incidents.
• Lead team from selected vendor to manage work needed to support operational aspects of Incident and Problem Management processes.
• Define metrics to measure operational performance of Incident and Problem management.
• Identify process improvement opportunities, recommend solutions and lead improvement efforts.
• Serve as an advocate for ITSM across the Consumer Technology organization, ensuring needs of all stakeholders are evaluated and considered.
• Act as an escalation point for major incident management and resolution during service disruption events.