Incident Manager
4 weeks 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 communciate with senior management and translate a techncial issue to business langauge 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;
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