Incident Manager

Overview Triage and analyze the major incident using the known triage data gathered, support documentation, and define procedures. Facilitate, manage, and document the Incident throughout the lifecycle of the Incident. Proactively lead and drive outages to quick service restoration; provide support and leadership for all events, especially high priority incidents. How You Will Make An Impact Obtain and document all relevant triage information for the major incident/escalation via an Incident ticket. Investigate, identify, and document, in conjunction with the responsible technical team, cause for the Incident. Drive communication in the SEV bridge and also communicate with the business, working with service owners to choose appropriate channels of communication. Collaborate with customer on ITSM Problem Management team in identifying opportunities for service improvement resulting from Incident ticket analysis and review. When appropriate, issue a Severity Level Incident Page (SEV) to the appropriate technical support teams using Customer internal Incident Management process. Facilitate, Manage, and document via the SEV Phone Bridge or Microsoft Teams for detection, diagnosis, repair, recovery, and restore the SEV level incident. Communicate the status of the SEV level incident via email alerts and Urgent Messenger alerts to multiple Executive and Management teams throughout the life cycle of the SEV level incident. Provide guidance and assistance to the technical and management teams engaged on the SEV level incident phone bridge / Microsoft Teams. Engage additional technical resources to join SEV level incident Phone Bridge/ Microsoft Teams as required by technical teams and management teams. Engage additional Executive Management resources as required for e.g. technical managers and management teams. Investigate, identify, and document, in conjunction with the relevant technical team, absolute root cause for the SEV level incident. Identify and document, in conjunction with the relevant technical team, the immediate, short term, and long-term remediation actions taken to resolve the immediate SEV level incident and to prevent future SEV level incidents from recurrence. Review with the relevant technical team on ITSM Problem Management team to ensure that short term and long-term remediation actions taken for SEV level incidents have been implemented and the desired results of these actions are achieved. Analyze and review ITSM SEV level ITSM tickets to identify SEV level incident trends. Collaborate with Problem Management in identifying opportunities for service improvement related to SEV level incidents and communicate action plans to technical management teams. What You Will Need To Succeed Work Experience in the following areas Broad technical knowledge with a general understanding of infrastructure, networking, application platforms, databases, and client platforms. Sound working knowledge on ITIL and infrastructure support processes. IT Incident Management/Crisis Management/Problem Management. Interpersonal Skills and Requirements Managing "incidents, stake holders, troubleshooting bridges as a coordinator" Follow process to the core as per SOP guidelines ( Standard operating procedure) Excellent soft skills both written and verbal Should have work experience in managing USA clients Preferred Qualifications Certifications Requirements ITIL foundation or intermediate certified: Preferred Excellent Networking Domain knowledge and skills  Our Commitment to Diversity & Inclusion At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.  This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site. *Job description is subject to change.  Options Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. 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