Coordinate, facilitate and manage end to end incident management process activities.
Primary commander during Incident management by providing accurate, concise information and where needed handling conversations with customer and other stakeholders (including senior management)
Ensure all major Incidents have accurate problem descriptions, business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident life-cycle.
Act as an escalation point to ensure timely resolution of incidents within expectations and SLA
Decisive on forward action plan during critical or emergency
Create executive summaries post incident restoral for the intended stakeholders (mainly senior management and customers)
Produce weekly, monthly and ad-hoc reports where required
Attend monthly service reviews for incident reviews with problem manager, operations manager, and all other relevant stakeholders
Point of contact to work closely with problem manager on driving proactive problem managements
Assisting incident management process owner on driving best practices, process standardizations and improvements
Assisting incident management process owner ensuring process is governed and regularly reviewed and update as required to comply and integrate with support best practice and guidelines.
Assisting service delivery manager to develop SLA’s and OLA’s for new onboarding services
Communicate with both onshore and offshore teams
4-6 years of experience in IT Incident Management
Bachelor’s degree in computer science or a related field
Strong understanding of Information Technology around mainframe, distributed systems, network, storage and applications
Knowledge of technology SLA’s and OLA’s, as well as technology governance, risk, and compliance
Strong interpersonal skills, including collaboration and analytical thinking with focus around service restoration.
Experience in the pro-active problem management, incident reduction process and post incident review process
WebEx and Service Now experience
Extensive experience with Microsoft Office Word, Excel, and PowerPoint is preferred
ITIL Certified with strong experience around Incident, Problem, Change, and configuration management
Ability to proactively manage customer expectations.
Able to negotiate in difficult situations to reach a successful conclusion
Ability to work a US Central night shift hours
Proven previous job stability, including maintaining long-term work relationships with former employers
Must be able to clear the company’s pre-employment screening
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