Incident Manager
Overview
Well verse in ITIL & project management concepts, with alteast 7
years of IT experience in a major organization. Experience in Incident Management, Problem Management, change management and infrastructure support. Experience in Leading and managing resolution of IT Major Incidents in an efficient and timely manner to minimize the impact to the customers. This role is responsible for establishing Standards and Procedures that maximize operations responses to encountered incidents and minimize service availability interruptions. Assist and/or perform after-hours support and participate in on-call rotation.
Job Duties:
- Ability to effectively communicate with technical and functional team members.
- Experience identifying and working through process improvement activities related to systems
- Self-motivated individual with ability to work independently and take initiative to accomplish goals and objectives.
- Build strong linkages with all core ITIL processes (Incident management, change management & Problem Management)
- Improving ITIL problem management methods and procedures and ensuring that they are used for efficient and prompt analysis of all problems.
- Engages on all Major Incidents & coordinates it to closure, initiating a phone conference bridge, and documenting all actions taken to resolve the incident.
- Ensure good consistent quality updates are maintained to the major Incident records in ITSM tools
- Gather appropriate resources (Management and Technical) and if applicable customer representatives and subject matter experts to resolve priority incidents.
- Driving Root cause analysis and corrective action completion to help eliminate disruption of services and consequently to improve the day-to-day operations of the organization.
- Drive technical teams to complete root cause analysis (RCA) to include the identification of corrective/preventive actions on IT infrastructure, applications and databases using proven problem analysis methodology and tracking all elements of the RCA to closure.
- Initiate projects following appropriate project management methodology including gathering and defining project requirements, developing project charters, project plans and schedules.
- Knowledgeable in Change Management and Operating Infrastructure Management.
- Identify Incident trends to be handled by Problem Management for the purpose of avoiding future incidents.
Qualification:
- Bachelor's degree in computer science or equivalent professional degree.
- Minimum 7 years' technical experience within IT as well as in-depth knowledge of incident management and other service management processes
- proven working experience in project management in the information technology sector.
- Applications or an infrastructure background with Service Management experience.
- Experience working out of hours shift patterns, on-call duties are likely and out of hours' work may be required at short notice
- The ability to perform in a high pressure environment.
- Lead and stay in commandcontrol of situations, even when very senior stakeholders are involved.
- InsuranceClaims domain background is a plus.
Desired Skills:
ITIL Foundations certified.
Excellent leadership, organizational and project management skills
Strong verbal and written communications skills are required.
Excellent analytical and problem solving skills
Excellent interpersonal skills to interact with customers and team members
Excellent communication skills.
Ability to work in a team environment
Soft Skills:
Established track record in IT technologies (Unix/Windows Servers, Database, Data Center and Borderless Networking, Client/Server Application Support).
Experienced with ITIL tools like Service now and Project management tools (MS project).
Experience in JIRA on similar kind of tools.
Location: UT-Lehi
Activation Date: Friday, March 3, 2017
Expiration Date: Sunday, March 4, 2018
Apply HereEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
