Remote Incident Manager

Location US-PA-Coraopolis
ID
2021-1630
Category
Information Technology
Type
Full Time

Overview

Position Summary

The Incident Manager is ultimately responsible for the quality and integrity of the Incident and Problem Management Processes, and the day–to-day operational management of the processes.   

Responsibilities

Essential Duties and Responsibilities

  • Serve as process owner for Incident and Problem Management procedures
  • Ensure that escalation procedures have been established for all incident types
  • Ensure that all Major Incidents are managed to closure.  This may include:
    • Opening of IT Bridge to facilitate trouble shooting
    • Facilitation of Major Incident call if applicable
    • Engage IT and Business contacts as needed
        • Provide timely and clear Business Updates and Communications during an event
        • Manage incident to closure
        • Ensure post mortem with defined action items is created for all Major Incidents to avoid recurrence.
        • Manage action items to resolution/closure
      • Ensure that all Major Incidents have post mortem conducted
      • Participates in Change Management process and CAB to ensure proper communications and coordination
      • Identify recurring Problems in the environment through analysis and work with IT teams for prioritization and resolution.
      • Ensures that all ticket mandatory fields have been completed accurately by Operations Teams
        • Support all communications surrounding Incident and Problem Management procedures
        • Provide input, document requirements, and support the design and delivery of Training required for procedure participants
        • Assist IT Teams with new process instruction and implementation
        • Identify opportunities to continuously improve the Incident and Problem Management processes
        • Identify and generate key volume and performance reporting metrics related to Incidents and stability for SR Management and Business consumption

Qualifications

Qualifications

  • 5-7+ plus years of IT experience
  • Solid understanding of ITIL standards and practices with detailed knowledge of incident and major incident management processes
  • Familiarity with technology environments and inter-dependencies between technology platforms in an organization
  • Should possess strong trouble shooting skills and experience managing complex incidents
  • Exceptional communication skills, both written and verbal
  • Excellent active listening skills
  • Ability to clearly articulate messages to a variety of audiences
  • Must be a team player and able to work collaboratively with and through others with all levels of the organization
  • Ability to organize and analyze data is important
  • Strong sense of urgency
  • Experience working with Enterprise Incident Management Tool a plus
  • Ability to establish and maintain strong relationships
  • Ability to influence others and move toward a common vision or goal
  • Flexible and adaptable; able to work in ambiguous situations
  • Problem solving and root cause identification skills
  • Able to work effectively at all levels in an organization
  • Acute business acumen and understanding of organizational issues and challenges
  • ITIL Incident Management certification or designation desired

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