Sr Incident Manager

Confidential Company  •  Brampton, ON
Posted on 10/24/17 by Cynet Sytems
Confidential Company
Brampton, ON
IT Consulting/Services
Posted on 10/24/17 Cynet Sytems

We are looking for Sr Incident Manager for our client in Brampton, ON

Job Title: Sr Incident Manager

Job Location: Brampton, ON

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

Job Description:

  • Provide the Incident Manager role for all Major Incidents, to drive the Incident to resolution
  • Perform escalations, in accordance with the escalation schema as set forth in the PPM.
  • Record and track Incident related information within trouble ticket tracking tool
  • Provide Major Incident communications
  • Provide daily Major Incident summary reports
  • Participate in weekly operational review meetings
  • Participate in monthly process improvement meetings
  • Participate in the Incident and Major Incident Management process as documented in the policy and procedures document.
  • Meet with Rogers on a weekly basis to review Incidents worked on within the performance window for review of data input quality compliance.
  • Resolve those Incidents arising from or related to the Services.
  • Quickly resolve Incidents, maintain clear accountability, meet authorized user expectations, meet specified Service Levels and support critical business processes.
  • Employ procedures and technology for proactive monitoring, logging, tracking, escalation and notification, review, and reporting (historical and predictive) for all Incidents related to the Services.
  • The procedure will include monitoring of open queues to verify that no tickets are idle and/or not being acted upon.
  • Implement a process that establishes responsibility and ownership of each Incident to a single group/area for resolution, thus minimizing redundant contacts with the authorized user.
  • Communication and updates to authorized users will be timely and courteous. of Incidents status will be continually maintained within the Incident Management tool.
  • Update the Incident ticket on a timely basis throughout the life of the Incident.
  • Provide Incident status information to authorized users, through email and teleconference as required

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