IT Incident Management

Role Description

The Incident Manager is responsible for the end-to-end management of all IT major incidents. The manager would leverage technology to issue all communications and provide timely updates to all key stakeholders and management. The Incident Manager would be responsible for leading, driving, facilitating, and chairing all service restoration activities, meetings, and conference calls.
The Incident Manager would be responsible for providing support for all Regional / Global incidents when required and is required to be flexible to work extended hours, which may require occasional weekend and late-night support.

Role Objectives

1 Contact support groups and coordinate resources during a major incident
2 Manage major incident from beginning to end, which includes providing intermittent updates until closure.
3 Work with key stakeholders to publish a Post incident report which includes a chronology of steps taken to research and resolve the incident, business impact, probable root cause, and preventative actions.
4 Ability to learn / apply / retain a large volume of information
5 Ability to work under pressure while ensuring a high standard of work (documentation, interaction with many different levels)
6 Must work flexible working hours as described in the job scope. 
7 Work with Problem Manager to ensure underlying causal factors have been identified and that preventative measures have been documented and are being addressed before updating and closing out major incidents.
8 Perform trend analysis on recurring incidents and establish an action plan with relevant technical stakeholders to implement permanent resolutions.

CRITICAL JOB KNOWLEDGE AND CORE COMPETENCIES/SKILLS

1 Responsible for planning and coordinating all activities required to perform, monitor, escalate, and report on major incidents
2 Responsible for communicating with the Service Owner and all relevant stakeholders throughout the major incident
3 Facilitate Incident reviews ensuring a complete incident summary with resolution, business impact, outage times, and root cause.
4 Ensure the closure of all resolved major incidents
5 Improve quality of IT service by identifying recurring incidents and work with respective teams to implement preventative measures
6 Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable, and create action plans to implement improvements
7 Work with Problem Manager to ensure preventative measures are implemented.
8 Expert ability to interact with users and other technical staff to correct incidents on a timely basis
9 Strong problem solving and analytical skills - Ability to analyze a high volume of technical data and work in a fast-paced environment
10 Customer focused team player with a positive attitude, expert communication skills and ability to communicate technical information to non-technical users

Qualifications and Skills

2 to 5 years of specialized experience 3-5 Years Experience working in IT Incident / Service Management, or similar role. Required: BA / BS Preferred: MA / MS / MBA Licenses / Certifications / Registrations: ITIL Certification Preferred Software Systems / Programming Languages: Prior experience with ServiceNow preferred

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