Incident Manager-Description

Manager is looking for candidates with Incident Management experience...not just help desk analysts. The Incident Management Analyst will coordinate and communicate all major incidents.

Job Description:

• Ensure incidents are escalated and facilitated to enable efficient and timely service restorations
• Communicate with all levels of management regarding Priority 1 and Priority 2 incidents
• Support rotating on-call support for Priority 1/2 (24x7)
• Perform initial Priority assessments and mediate Priority assessment disputes.
• Facilitate the restoration of service.
• Facilitate discussions and identify resulting action items.
• Ensure the correct technical staff is working on an incident
• Escalate issues during the issue resolution
• Facilitate and support lessons learned reviews
• Assist with enhancements of incident process documentation & incident reports
• Assist in measuring and improving, information and experience within incident management
• Ensure strong, clear and effective communication across all release stakeholders
• Ensure standards, tools and best practices are implemented
• Educate community about Incident Management services
• Completes ad-hoc and ongoing projects on an as-needed basis

Requirements:

• Education level: Bachelor’s degree or equivalent work experience
• ITIL V3 Foundation experience.
• Certification and working knowledge preferred.
• Experience with ServiceNow a plus

      Total years and type of prior related experience:

• 2 + years related help desk or BA experience
• Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.