ITIL Incident Manager

Confidential Company  •  Glen Mills, PA
Posted on 10/06/17 by Emily Russo
Confidential Company
Glen Mills, PA
IT Consulting/Services
Posted on 10/06/17 Emily Russo

We are looking for ITIL Incident Manager for our client in Glenn Mills, PA

Job Title: ITIL Incident Manager

Job Location: Glenn Mills, PA

Job Type: Contract – 12 Months / Contract to Hire / Direct Hire

Job Description:

  • Act as the escalation point for unresolved Incidents
  • Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
  • Trending of incidents across providers
  • Escalation of Incidents and issues to Customer
  • Manage Major Incidents or situations across providers
  • Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate)
  • Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
  • Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
  • Identify and implement process improvements and ITSM platform/integration enhancements
  • Approve non-critical / non-commercial Requests (as may be agreed with the customer)
  • Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests.
  • Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels
  • Implement Requests on the self-service portal and associated workflows as agreed by the Customer
  • Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities.

Skill Profile:

  • ITIL Foundation is a must, ITIL Intermediate is preferred
  • Exceptional Customer service skills and client focus
  • Coordination, negotiation, and persuasion skills
  • Ability to work with all levels of client and internal resources
  • Strong oral and written communication skills with the ability to communicate technical information in non-technical language

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