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Incident Manager
3 weeks ago
Job Description :
- This job is primarily responsible for applying a high level of depth and breadth of expertise in the area of Major Incident Management.
- This position is also responsible for providing technical direction and leadership in areas of Problem and Change Management
- Facilitates the technical bridge during Priority 1 incidents by providing general focus and direction to ensure participants are engaged and moving forward towards restoring service, or implementing a workaround, as quickly as possible.
- Ensures the ITIL-based Incident Management process is followed.
- Supports the Change Management and Problem Management processes.
- Monitors the clock and incident timeline to ensure tasks and escalations are performed within required timeframes.
- Ensures all required technical resources are notified and engaged on the technical bridge within required timeframes.
- Ensures functional and hierarchical escalations are performed in a timely manner.
- Ensures the incident ticket work log is kept updated as events occur.
- The incident ticket is the authoritative record and must document all technical activities, error messages, screen shots, resolutions implemented, etc.
- Facilitates adherence to Change Management process, if a change is required to restore service.
- Prepares and sends the 'Title IT Communications' status updates each 30, 60, 90~ minutes, using standard templates and email tools.
- Provides the Service Desk with timely status updates.
- Notifies and provides status updates to the Director of IT Service Operations.
- On occasion will also be required to communicate status directly to the Chief Technology Officer.
- Ensures the correct incident resolved time is used to resolve the incident ticket.
- Facilitates adherence to Change Management process, if a change is required to restore service.
- Ensures the 'Problem Management' page within the incident ticket is fully populated.
- Prepares and submits a 'Priority 1 Incident Report' after each incident.
- Participates in post-incident reviews.
Education :
- Degree in Computer Science or related major preferred.
Certification :
- ITIL Foundation Certified.
Requirements :
- 6-8 years of Major Incident Management experience, and knowledge of other ITSM/ITIL processes (Problem, Change, Knowledge Management).
- Cloud knowledge on AWS and AZURE platforms is a plus.
- Must display willingness to accept responsibility, take initiative, use good judgment, and maintain a positive attitude.
Desired Characteristics :
- Flexibility to work in round-the-clock shifts and willing to work at the weekend as On-Call or shift on a need basis.
- Superior problem-solving, troubleshooting, and analytical skills
- Excellent written/verbal communication skills
- Exceptional customer service, overall communication, and technical writing skills.
- Demonstrate aptitude for providing exceptional customer service in challenging environments.
- Excellent time management/Highly available/Punctual
- Possess the ability to work independently with minimal management supervision and as part of an international team of engineers.
- Project and task-oriented
- Sufficient technical depth to communicate with other internal organizations at a peer level.
- Ability to multitask
- Be confident in actively supporting the team by proposing and implementing solutions.
- Communicative/Forthcoming
Educational Qualification and Experience :
- Minimum of 15 years of formal education - Graduate / Post Graduate in Computer Science / Information Technology.
- Professional work experience of 5 to 8 years.
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