Position Summary:
The Incident Manager provides 24x7x365 support of operational and business critical applications and services. The Incident Management team coordinates and manages the restoral of functionality and aims to reduce the mean time to repair for all major incidents. The Incident Manager will work closely with the Principal Incident Manager to escalate, coordinate, communicate impact and drive resolution of service disruptions.
Key Responsibilities:
- Demonstrate the capacity to perform under pressure and make decisions in ambiguous situations
- Update and route incidents with proper detail, aiding the Problem Management ITSM team members all while adhering to Incident
- Management and ITSM policy and procedures
- Strong typing skills needed to scribe actions related to ongoing incidents in detail
- Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
- Working with multiple support teams to ensure SLA compliance and reduce MTTR for all incidents
- Strong collaboration skills with an interest in developing robust personal networks
- Schedule flexibility including covering weekend, afternoon and midnight shifts
Required Education & Experience:
- ITSM tool experience, preferably ServiceNow
- Reliable, punctual attendance is an essential function of the position
- Major Incident Management experience
- 3+ years of IT experience or equivalent business exposure
- 2 years of Incident Management experience
- Must be legally authorized to work in the United States for any employer without sponsorship
- Bachelor’s degree in IT Related Field or 4 years of relevant work experience