Business Process Manager (IT Service Management)

About Vonage

Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs. We enable next generation communications that are more flexible, intelligent and personal, empowering our customers to do what is next and stay ahead.

At Vonage, our team members bring their passion to work, solve our customers’ problems, and operate as one global team supporting our vision of accelerating the world’s ability to connect.

Working at Vonage you are valued for your knowledge, skills, achievements, and diverse perspectives. With Accountability and Trust at our core, we offer our employees flexibility where they work and you will be rewarded through enriching learning and development opportunities to further grow in your career.

So ask yourself, why not Vonage?

Vonage Mission

We embody the notion of be what’s next now! We envision, develop and manage technology to connect the world. Our team brings excellence, passion, creativity and curiosity to the job. We look at the business environment and technologies in new and challenging ways, striving to develop and deliver integrated whole-system solutions to meet our customers’ ever-changing needs.

Why this role matters

Business Process Manager role will be an integral part of a new and growing team, playing a critical role in ensuring organization compliance, and maintenance of a wide range of business processes, including but not limited to Incident Management, Change Management, Security & Compliance, Business Continuity and IT Risk Management practices at Vonage.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...

What you'll do

• Drive operational excellence in the organization by identifying and executing processes that create efficiency, remove obstacles and improve operational metrics
• Proactively identify opportunities for business process improvements, recommending and driving implementation of process enhancements, tools and technologies
• Act as custodian for internal engineering policies & practices and ensure compliance by all teams
• Review and approve customer contracts, to ensure conformity with internal policies
• Build and present reports periodically to senior leadership on service availability, performance, top incidents and other key organizational metrics 
• Partner with cross functional teams to establish and execute new processes as needed
• Provide training and support to engineering teams on business processes and tools
• Ensure change management processes are adhered to for production changes
• Communicate to internal and external stakeholders on upcoming change notifications
• Handle service degradation escalations by the business, assist in validation of the reported issue and trigger incident management process
• Manage incidents 24x7 during the designated shift and/or roster period and ensure minimal disruption to the service and fast service restoration
• Respond to and prioritize service incidents reported and initiate incident management process when needed
• Set up communication channels during incidents and engage relevant resolution teams and stakeholders
• Ensure timely communication of incidents with internal & external stakeholders
• Oversee incident management process and members involved in incidents in driving expedited incident resolution
• Drive post incident root cause analysis, post mortem and follow through on action items.

What you'll bring

• Experience with Incident Management and Change Management policies and practices
• Experience using Monitoring, Alert Management, Analytics platforms like Opsgenie, Nagios, Grafana, Elastic Search, Kibana, Tableau.

• Experience using Collaboration, Project Management and Issue tracking tools like Slack, Smartsheet, Google Docs, Google Sheets, Confluence, Jira
• Familiarity with Provisioning, Ordering, Billing, Customer Relationship Management (CRM), Application Programming Interface (API) Systems and Services
• Knowledge of Amazon Web Services (AWS), Google Cloud Platform (GCP) hosting platform and services
• Knowledge of TCP/IP networking, IT Security concepts
• Ability to accurately and meaningfully communicate problem statements, status and impacts in relation to the customer experience
• Ability to interact and communicate with all levels of staff in both business and technical areas
• Ability to multitask, work under pressure and meet tight deadlines
• Self-directed, demonstrates leadership skills, and values team building.

What's required for application

• Bachelor's degree Information Systems, Business Administration or related field
• Prior experience (3 to 4 years) in technical Program Management and/or Incident Management functions within agile organizations

What's in it for you

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.