Incident Manager

Confidential Company  •  FL

5 - 7 years experience  •  Professional, Scientific & Technical Services

Salary depends on experience
Posted on 06/17/18
Confidential Company
FL
5 - 7 years experience
Professional, Scientific & Technical Services
Salary depends on experience
Posted on 06/17/18

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.

Typicaldutiesinclude:

  ?    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

RQ21674

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