Incident Management Specialist
2 days ago
Our organization is seeking an experienced Incident Management Specialist to join our team. In this role, you will be responsible for acting as the focal point for incident review and escalation if necessary.
The successful candidate will have a strong background in incident management principles, procedures, and techniques. They will also have considerable knowledge of standards and best practices relevant to the information technology industry, including ITIL.
- Acts as focal point for incident review and escalation if necessary.
- Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc. and availability targets.
- familiar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes.
- Develops, coordinates, and promotes incident management activities across the enterprise and takes responsibility for effective functioning of Incident Management processes across all support areas.
- Manages and directs technical and functional specialists and computer operations staff in restoration of service during an incident. Acts as liaison between inter or intra-datacenter teams for high severity incidents.
Requirements:
- 6 to 12 yrs of considerable knowledge of incident management principles, procedures, and techniques
- Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL
- Strong knowledge of issue resolution and escalation practices, FIS products, and services and IT infrastructure
- Ability to apply analysis and creative thinking when solving problems and conflict. Ability to provide acute attention to detail. Ability to communicate effectively to all levels within the organization
- Skilled at identifying and implementing process improvements. Ability to effectively establish and maintain relationships across the organization
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