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Incident Manager
4 months ago
Responsibilities and Challenges :
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible;.
- Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus;.
- Leveraging technology to issue all communications and providing key stakeholder management.
- Associate Incidents with other records (i.e.Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.);.
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.
- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution.
- Being accountable for resolving the outage via workaround or permanent fix.
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews.
- Supporting and nurturing process improvements and knowledge base improvements.
- Continually maintaining and developing tools and resources to manage major incidents effectively.
- Providing periodic major incident metrics reports.
Qualifications :
- ITIL 4 foundation certificate is required.
- Incident Management knowledge and experience demonstrating understanding of both SLA & OLA delivery.
- Exceptional written and verbal communication skills in English.
- Be able to communicate with senior management and translate a technical issue to business language including immediate impact and risk to business.
- Meticulous attention to detail;.
- Proven critical thinking, deductive reasoning, and problem solving skills;.
- Good understanding of production IT Environment and IT Operations;.
- Ability to work rotating shifts to support 24/7/365 organization;.
