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IT Operations Incident Manager

Nashville, TN 37027

Posted: 03/18/2019 Job Category: Director Manager VP Executive C-Level Job Number: 1595

IT Operations Incident Manager
  • Ensure the established Incident policies and procedures are performed as documented and monitor and report on any noncompliance issues as well as successes.
  • Act as the escalation point for qualifying high impact incidents,
  • Facilitate Incident Calls to restore failed IT Service(s) as quickly as possible, using defined escalation paths
  • Ensure thorough documentation of events, including timelines and documenting outcomes.
  • Accurately auditing Incidents classifications for categorization, prioritization, and related configurations.
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Timely and Accurate handling of Incident status reporting to affected parties leveraging all communications technologies as needed
  • Verify resolution with customer and resolve Incidents
  • Identify, initiate, schedule and conduct incident reviews to identify potential problems and/or increasing trend of repetitive Incidents
  • Initiate and manage Problem records through the Problem Management lifecycle
  • Create Knowledge Article documentation  with repeatable  procedures
  • Support the goals of Incident Service Levels.
  • Responsible for the effective implementation of the processes " Incident Management" and “ Problem Management” and carries out the respective reporting procedure(s).
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

IT Operations Incident Manager Education: 
  • Associate' s degree (A. A.) or equivalent from two-year college or technical school and five or more years related experience and/or training; or equivalent combination of education and experience.
  • ITIL Certification preferred

IT Operations Incident Manager Experience: 
Five (5) years’ experience as a Tier1/Tier2 Support team leader and/or Incident Analyst combined, or Two (2) years’ experience as an IT Incident Coordinator or IT Incident Manager role.

This role requires on-call support

Amy Watson
Senior Technical Recruiter

I'm happy to connect you with your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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