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Incident Manager (Wed-Sat)

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Sales, Service, & Support
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19000194 Requisition #
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Incident Manager (1ST Shift)


Summary:

Acts as the main point of contact for all Priority 1 and Priority 2 incidents, executing the process to restore normal service operation as quickly as necessary to minimize the impact to business operations, ensuring the successful execution of the Incident management process including investigation and resolution of all production and customer impactful incidents, managing incident workflow and all customer communication from incident escalation through resolution, including postmortem review


Essential Duties:

  • Coordinates the resolution of major issues with internal and external teams to drive incidents to resolution
  • Communicates incident status, resolution and business impact to internal and external stakeholders
  • Ability to prioritize multiple high priority issues at any given time without sacrificing SLA commitments
  • Facilitates the completion of the postmortem statement for all high severity, critically impactful incidents
  • Ability to foster internal relationships in order to organize incident resolution efforts as quickly and smoothly as possible.
  • Gather data and generate reports within ITSM tool to provide trending of major incidents 
  • Responsible for participating in implementing continual improvements for escalation Best Practices and Incident Management workflows
  • Communicate with a variety of technical teams, project managers, and executive leadership
  • Assists optimizing Service management processes, defining and implementing metrics utilizing information Technology infrastructure Library (ITIL) V3 framework/best practices.
  • Integrates improved Service Management processing in a monitoring and reporting framework.
  • Develops process, policy and workflow design and implementation utilizing ITIL V3 framework.
  • Assists in setting up Configuration Management Data Base (CMDB) and Service Catalog and executing associated Change Management process.
  • Performs other related duties, including special projects, as requested or required.
  • Schedule Wed – Sat 6:00am – 4:00pm


Education/Experience:

 

Technical degree in a related field of study and typically 5 or more years' related work experience or an equivalent combination of education and experience


Knowledge and Skills:

  • Ability to write technical documentation, including root cause documents which summarize incidents and provide corrective actions necessary to ensure there is not recurrence
  • Familiarity with troubleshooting processes for software applications
  • Working knowledge of monitoring platforms and applications preferred
  • Ability to be data oriented and analytical in tasks
  • ITIL Foundations Certification a plus
  • Ability to cover on call shifts, including weekends and after hours
  • Familiarity with Incident Management tools
  • Familiarity with ServiceNow a plus

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