Senior Technical Incident Resolution Specialist

As a seasoned incident manager, you will lead and direct all activities during major incidents, maintaining a sense of urgency to ensure swift and effective restoration. Your expertise in facilitating technical troubleshooting efforts, engaging additional technical support as needed, and collaborating with technical teams will be invaluable.

The role requires matrix management of people, processes, and resources, including third parties, and resolving conflicts to move forward to resolution. You will build a strong collaborative relationship with various support teams, understand various applications and technologies, and document troubleshooting activities and resolution progress and status in the ServiceNow ITSM portal.

You will also establish and maintain communication channels with stakeholders, including senior management and affected users, and liaise with Crisis Management for incidents impacting critical business applications or core infrastructure services.

In this role, you will have the opportunity to identify process optimization opportunities and contribute to the implementation of proposed solutions. Your excellent communication skills, ability to deal tactfully with people at all levels, and coordination skills to manage complex technical investigation streams will be essential.

The ideal candidate will have at least 5 years' experience in managing major incidents or a similar role within the ITSM structure/environment. Enterprise IT experience and a good working knowledge of broad suite of IT technologies and technical environments are also required. Excellent communication skills, the ability to deal tactfully with people at all levels, and excellent coordination skills to manage complex technical investigation streams are necessary for success in this role.

This is an exciting opportunity for a skilled incident manager to join our team and make a significant contribution to our organization's success.

Key Responsibilities:

• Lead and direct all activities during major incidents, maintaining a sense of urgency to ensure swift and effective restoration.
• Facilitate technical troubleshooting efforts and engage additional technical support as needed.
• Collaborate with technical teams and form action plans for incident recovery with specific actions, owner, and deadlines.
• Host conference calls to facilitate effective management of major incidents throughout their lifecycle.
• Matrix manage people, processes, and resources, including third parties, and resolve conflicts to move forward to resolution.
• Build a strong collaborative relationship with various support teams and understand various applications and technologies.
• Document troubleshooting activities and resolution progress and status in the ServiceNow ITSM portal.
• Establish and maintain communication channels with stakeholders, including senior management and affected users.
• Liaise with Crisis Management for incidents impacting critical business applications or core infrastructure services.
• Identify process optimization opportunities and contribute to the implementation of proposed solutions.

Required Skills and Qualifications:

• At least 5 years' experience in managing major incidents or a similar role within the ITSM structure/environment.
• Enterprise IT experience and a good working knowledge of broad suite of IT technologies and technical environments.
• Excellent communication skills and the ability to deal tactfully with people at all levels.
• Excellent coordination skills to manage complex technical investigation streams.
• Strong knowledge of the ITIL framework and service desk tools. Certification in Service Management preferred.
• Self-starter, able to work independently and adjust to changing priorities.

Benefits:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

Others:

This is an exciting opportunity for a skilled incident manager to join our team and make a significant contribution to our organization's success.