1 month ago

Job Summary

Looking to fill a potential position for an IT Incident Manager, this will be an off hour shift working at nights for an offshore organization.

  • Minimum Qualification:Bachelor
  • Experience Level:Mid level
  • Experience Length:5 years

Job Description/Requirements

• Manage incidents and outages

• Manage the review, assignment and classifications of incidents, outages and problem cases

• Actively engage with operations teams and engineers, and manage the involvement of application development and other areas in the change and problem management process

• Create and review incident and problem management reports and identify action plans to improve key performance indicators as necessary

• Introduces key ITIL disciplines and practical project management techniques to programs

• Ensure proper usage of incident, outage, problem and change management systems and processes

• Perform quality assurance on completed incident, outage, problem investigations and change management records

• Conduct Root Cause Analysis (RCA), Port Mortem and Problem Management meetings

• Define reporting requirements needed in the management of the incident, outage and problem management processes

• Review incident, outage and problem processes, identify trends and recommend improvements

• Make recommendations for resolution and improvements to mitigate risk and prevent the replication of problems across systems

• Perform other related duties as required and assigned

• Demonstrate behaviors which are aligned with the organization’s desired culture and values Ideal Candidate will have the following: • ITIL framework certification, AWS, ServiceNow.

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