Kelly Services Incident and Problem Management Lead in Lincolnshire, Illinois

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Incident and Problem Management Lead, Lincolnshire, IL

Kelly Services is seeking an Incident and Problem Management process leader to ensure operational teams are executing support roles aligned with ITIL practices and internal goals for one of our top clients in Lincolnshire, IL.

Length: 8 Months CTH (Contract W2)

Pay Rate: $/hr. (W2- All Inclusive)

In this role, the person selected will deliver leadership with IT’s incident and problem management processes aligned with ITIL best practices as well as being directly responsible for Major Incident Management coordination and messaging.

Specific responsibilities for this position include:

• Standard Incident Governance - Inspect and measure incident delivery through the analysis and reporting of key process related metrics. Identify patterns and systemic process issues with standard incident management delivery and follow up appropriately. Engage with support teams to maintain a consistent, effective operational process for incident resolution.

• Major Incident Delivery – Selected candidate will be the point of escalation for incidents critically impacting business operations (Major Incidents) during North American daylight hours. In the major incident role, the position requires: quickly issuing outage alert notifications, ensuring support teams engage on a collaborative resolution conference call, driving for service restoration with team members, communicating regular status updates, and documenting Major Incident time line and business impact. Role requires being on-call outside some standard North American business hours.

• Standard Incident Reporting – Produce monthly and quarterly reports on incident management delivery using KPIs. Metric reports are key to assessing performance and delivery of support teams.

• Problem Management – Initiate Problem Management process following Major Incidents and coordinate weekly Major Incident reviews. Contribute to Root Cause Analysis (RCA) investigation as appropriate. Track and report upon defined corrective actions.


  • Strong focus on customer satisfaction

  • Able to prioritize and execute tasks in a high-pressure environment. Strong track record of initiative, high performer, ability to work independently, and comfortable in a fast paced environment.

  • Able to demonstrate first-hand operational work experience with incident management delivery, methodologies, and professional tools

  • Minimal 7 yrs. of Service Management experience in a medium to large enterprise.

  • Prior experience with Major Incident delivery - strong background with coordinating cross-functional response to major, high impacting disruptions.

  • Ability to be on-call for Major Incident delivery outside of some standard business hours.

  • Ability to communicate effectively amongst IT technical teams, IT leadership and business team members.

  • Experience working with ITIL principles (certification a plus)

  • Possess excellent written and verbal communication skills

  • Experience with Service Management tool sets – ServiceNow is a plus

  • Strong knowledge and experience in excel functionality and reporting (formulas)

  • Bachelor's Degree in software engineering, computer science, or business administration and/or equivalent work experience.

Apply Today!

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Why Kelly ® ?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around

the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-

visibility projects. In a field where change is the only constant, our connections and opportunities

will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™

companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:

people like you.

Last year we found 8,000 opportunities for IT professionals. Let us help advance your career


AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

committed to employing a diverse workforce. Equal Employment Opportunity

is The Law.