The successful candidate should be a self-starter, must be comfortable working in a very fast paced, busy environment in the rapidly growing IT services industry. The candidate must be accustomed to working independently in high exposure environment and to managing multiple task assignments. He/she should also be a self-starter. He or she must be able to clearly communicate verbally and in writing, create professional-grade technical documentation and to demonstrate strong information presentation skills.
The Incident Manager is responsible for driving and managing the efficient resolution of daily IT-related incidents. This position will include shift work that includes working with the IT Service Desk, Network Operations, Application Administrators, Change Management, Problem Management & Resolution (PMR), and Infrastructure Support. You will be a part of the Incident Response Team that will handle all application/infrastructure issues that occur during a shift resulting in lost productivity to the Business.
1. Responsible for ensuring proper coordination, communication, and execution planning takes place prior to changes being made into live environments.
2. Ensure that the problem is correctly identified and the risk and scope are correctly assessed.
3. Responsible for monitoring ticket queue.
4. Monitor existing tickets and escalate to management if in risk of missing the SLA.
5. Communicate with Clients by delivering status updates with accurate and timely information; ensure incidents are resolved by communicating with the field and validating fixes that have been put into place.
6. Drive troubleshooting bridge calls by facilitating workaround strategy discussions with fix agents; quickly diagnose an incident’s impact on the organization and work with fix agents in determining the best course of action.
7. Host and Lead the Incident Management calls.
8. Review progress and evaluate if more SMEs are required and escalate accordingly.
9. Respond to user escalations and engage functional escalation as necessary.
10. Promote and lead the recovery effort, including policy compliance and escalations.
11. Manage the human resources on the bridge, including ensuring only the proper people are engaged.
12. Work with PMR during the troubleshooting process to identify known errors and similar incidents that have occurred in the past; work closely with Change Management to identify change activity that has potentially impacted the environment
13. Analysis and reporting of incident trend data to identify and eliminate root causes.
14. Work with cross functional teams to track and ensure timely resolution of issues.
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