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ITSM Incident Manager

Atlanta, GA 30092

Post Date: 03/27/2018 Job ID: 1418 Job Category: Director Manager VP Executive C-Level

Critical Incident Manager

The Critical Incident Manager manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

Duties and responsibilities
  • Point of contact for all Major Incidents
  • Lead Technical bridge calls
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Drive resolution for critical issues
  • Document outage information including actions taken to respond to incidents and resolve the outage.
  • Have in-depth experience in Root Cause Analysis, capability to understand the flow of a major critical situation and the impact on the client including how to recover
  • Log all Incident/Service Request details, allocating categorization and prioritization codes
  • Keep users informed about their Incident status at agreed intervals
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Qualifications
  • ITIL V1/V2 Foundation Certified in IT Service Management (ITIL)
  • Project Management, Problem Solving, Client Facing
  • Expertise in monitoring, identifying, analyzing issues and escalating to required levels and attention.
  • Good knowledge and understanding of SOX and PCI
  • Exposure to working in multiple environments with multiple applications
  • Frequently present to executives and clients; needs to have expertise and presentation skills
  • 10 + years of experience

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