Incident Manager

CSRA   •  


Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 185 days ago

This job is no longer available.

Incident Managersrequireextensiveexperiencewithidentifying emerging incidents andensuringtheir prompt resolution.Theirprimary focus is coordinatingresponsesbetweentechnical teams during a servicedisruption in order to addressandsolveservice failures as quickly and effectively as possible.IncidentManagersdirectlyworkwith the subjectmatterexpert (SME) ofthemalfunctioningsystemtodeveloppotentialsolutions.Uponresolution,the Incident Managerworkswith their teamtoestablishprocedures to prevent future incidents.


  ?    Setting upITsupportsystems so end users canutilize systems with minimal issues.

  ?    Monitoring the effectivenessoftheincidentmanagement process and making  recommendations for improvement. 

?    Developing and implementing the incidentmanagementprocess. 

?    Analyzing incident trendsandrecommendingcorrective actions, as necessary 

?    Engaging and coordinatingtechnicalresources across ITsupportteams 

?    Ensuringthattheincident managementprocess is followed 

?    Performing notifications and escalationswithinprescribedservicelevelagreements  (SLAs)

  ?    Ensuringincidentreports include adequate notes for later review and analysis 

 ?    Ensuringfollow-upchange tickets are submittedandscheduled as appropriate 

?    Providing input to problem managementteamsduring root causeinvestigations

     Certification Requirements:  ITIL IntermediateRelease,Control,andValidation