Eastern, Central and Mountain time zones, This is for a day position working 8:00 am to 5:00 pm ET.
US Citizenship and ability to successfully pass a public trust clearance process.
An Incident Manager needs to possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and oral and written communication skills. An Incident Manager will be an effective team player and leader who can work independently when necessary. Paying attention to detail and handling crisis situations are also important traits for Incident Managers.
Provide expertise for IT infrastructure (e.g. servers, network), application infrastructure (e.g. SAP), and related services (e.g. Business Continuity) throughout the lifecycle of an incident in accordance with contractually established terms and conditions and established technical standards. Manages the technical/service relationship between the company and the customer, and between the company and subcontractors/vendors. Works with the key customers and/or internal businesses/end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager).
The primary purpose of the Incident Manager role is to ensure that impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service.
Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely.
Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 24/7/365 basis.
Conduct continuous process improvement for the Incident Management Life Cycle and Incident Post Mortem process
Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk.
Work with team members to facilitate the solution of complex problems with information technology software and hardware.
Handling the incident communications for all high priority incidents. Utilizing escalation tools to facilitate client communications of these incidents.
Verification of Major Incident notification messages to ensure completeness & correctness of the information being sent to the customer.
Experience with incident/problem management tool set
Maintaining incident logs and processing incident reports for review with upper management
Developing/maintaining technical and process documents for the Incident Management Team.
Ability to handle and perform in stressful situations.
Collaboration with Service Desk Agents who work closely with the incident management staff.
Participate in Quarterly Disaster recovery exercises on weekends as the assigned incident manager.
Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends.
Establish relationships within the organization being able to fully support any critical incident as required during high-profile events within the organization.
On Call responsibilities
To manage Incidents 24X7 and ensure minimal disruption to the service.
Flexible work schedule
Engage with and assist the Problem Management team during Problem Investigations
Proactively and reactively, look for solutions to prevent problems from occurring in team/technology area.
Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/IT infrastructure needs.
May participate in a Change Advisory Board.
Customer Relationship Management:
Becoming a trusted advisor to the customer.
Work as part of a team, which may be virtual, global, and/or multi-functional.
Lead teams which address operational processes and policies in work area.
Seen as a resource to the team in one or more technical or business areas.
Becoming a trusted advisor inside and outside the team/technology area.
Knowledge and Skills Required:
Education and Experience Required:
Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
Often holds entry-level certification(s) in work field.
May hold intermediate-level certification(s) in work field.
ITIL Foundations Certification
Typically 3-5+ years of relevant experience.
(strong) understanding of technology in direct responsibility.
(strong) Customer Service.
(strong) understanding of IT Service Management tools (Remedy, JIRA, Service Now)
(strong) understanding of event management activities. Having prior experience with different event management tools (i.e. Operations Bridge Manager)
(developing) understanding of other technology sub-areas.
General understanding of related technologies.
General Project Management.
(developing) Influencing Others.
(developing) Customer/Vendor Management.
(developing) Business Analysis.
Proficient with MS Office: Word, Excel, Outlook, PowerPoint
Critical thinking skills
Professional communication skills both written and verbal.