Incident Manager Jobs

About the Role:

The Incident Manager is responsible for ensuring a consistent method of incident management is followed; this includes incident classification, escalation paths and communication protocols. The candidate will perform post-mortems for high priority incidents with a focus on process improvement as well as technical resolution. The candidate is also responsible for Business Continuity Management and Planning to ensure the Business Continuity Plan is kept up to date and is effectively communicated, monitored and practiced.Identification of risks to the business are tracked and appropriate controls and associated documentation developed to minimize exposure.

About You:

In addition to Incident and Problem Management responsibilities, the candidate must have the ability to perform well under pressure. S/He will be extremely business/end-user focused, having worked in a Service Delivery role before, will have very strong written and oral communication skills and will be used to working in business-critical environments. The ability to coordinate resources from disparate teams without direct management responsibility is critical.

The candidate should also possess an understanding of high-availability based environments to help lead successful triage and incident resolution and problem

Key Responsibilities

• To manage customer incidents 24X7 and ensure minimal disruption to the service

• Speedy Restoration for all incidents

• Setting up of Technical & Management Bridge

• Verification of completeness & correctness of the information being sent to the customer.

• To act as a center focal point for all departments during Severity 1 incident and coordinate between them to get the speedy results

• Assemble the Technical Recovery team once severity 1 outage is declared

• Ensure an Action plan / Back Up Plan is created for the restoration within SLA

• Ensure timely communication / information flow towards internal & external stakeholders

• Ensure a Major Incident Report (MIR) delivery towards internal & external customer within the SLA

• To circulate the important reports related to Severity 1 performance as per the instructions

Desired Skills:

• Ability to organize resources across different teams to drive resolution of system critical issues.
• Experience working in a customer-centric environment
• Strong analytical, organizational, and problem-solving skills.
• Bachelor's degree in Computer Science or equivalent experience from an accredited University
• Ability to work well within a team to learn and share knowledge.
• Experience with web technologies (JavaScript, HTML/XML, Cookies, FTP/SFTP).
• Ability to apply technical analysis of application issues to solve customer reported problems.
• Familiarity with ITIL Version 3, Foundations certificate a plus but not required.
• Must be located in the Pacific Standard Time Zone to manage incidents in the West Coast
• Strong customer communication skills with the ability to communicate technical issues to non-technical customers.