QUALIFICATIONS

• Bachelor’s degree in an IT or Project Management program or equivalent work experience
• ITIL knowledge; ITIL 4 certification highly preferred
• Excellent technical skills and experiences
  • 5 years of related experience with background in IT Operations, including support of working applications and infrastructure services
  • At least 2 years of experience as an Incident Manager, working in a medium to large environments
  • Experience with ServiceNow or related Service Management tool
  • Experience with JIRA or another issue/bug tracking and Project Management tool
  • Understanding of DevOps philosophy
  • Experience in a Global Operations Center environment
• Strong project management skills, including the ability to:
  • Own and manage multiple incidents simultaneously
  • Lead a cooperative effort among members of a team to react to an incident
  • Resolve to customers/business’ satisfaction
• Experience and knowledge of incident management principles and methodologies, specializing in medium/large-scale organizational incident processes
• Excellent critical thinking and problem-solving skills in a service environment, supporting multiple applications
  • Proactively seek out new and up-to-date information which can be applied to the incident manager role and incident process
  • Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate
  • Can maintain a holistic perspective, “big picture,” rather than only positional or functional viewpoints
  • Prioritize tasks appropriately and meet all defined deadlines with minimal direction
• Excellent verbal and written communication skills, with the ability to collaborate with all levels of the organization in order to:
  • Develop a strong network and relationships that benefit the team and the organization
  • Develop other people’s self-confidence through consistent action, values, and communication
  • Effectively communicate status of major incidents to the appropriate stakeholders
  • Perform KPI reporting and analysis and provide to appropriate groups
• Familiarity with Change Control processes and CAB duties a plus
• Experience with runbooks to enhance business workflow

RESPONSIBILITIES

The Incident Manager is responsible for driving incident resolution across the program. As such, we’re looking for motivated, energetic professionals with strong technical knowledge, project management, and communication skills. If hired, you will be tasked to:

• Handle incident coordination by managing incidents from inception to resolution, ensuring quick and correct assessment of the issue. This involves:
  • Identifying the impact to a specific business unit and owner/s
  • Engaging the appropriate resolver group to address incidents
• Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure
• Coordinate resolution efforts across multiple applications and groups
• Conduct root cause analysis of each event with the goal of continuous improvement
• Responsible for conducting in-depth reviews and analyzing data to deliver detailed reports to internal and customer stakeholders
• Provide metrics on incidents reported and work with relevant teams to identify trends/issues that require inclusion into the problem management agenda driven
• Provide input into the incident management process, further defining the process flow, documenting expectations, and assisting in training and guiding impacted parties to adhere to the process
• Provide after-hours call support (rotational shift on weekends and extended hours if required)