Incident Manager Jobs

Hello ,

Please take a look at the below job role and let me know if you would like to apply.

Job Title :- Incident Manager

Job Location :- Mississauga, ON

Onsite from day 1.

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Roles and Responsibilities:

• Drive all Priority 1 and Priority 2 Major Incidents to resolution.

• Interact with and Lead all levels of business support and leadership entities including Sr. Executives in Major Incident bridge calls.

• Send regular and timely Initial, Update, & Resolved Stakeholder Communications to all levels of client hierarchy to maintain effective communication regarding progress of Major Incidents.

• Engage relevant application, operational, and leadership personnel to bridge call to facilitate resolution.

• LEAD, manage, and coordinate activities and persons to create and execute action plan to drive resolution.

• Participate in internal and external team and operational meetings as expected.

• Understand and contribute to all Critical Service Level and Key Metric SLAs to maintain operational integrity.

• Contribute, create, and report on CSL and KM SLAs as needed.

• Familiar and comfortable with the expectations of working within a team, seated remotely, across the United States and EAGER to participate in enhancing personal and team skill set.

Experience and Skills

Must Haves:

• One to three years of experience LEADING Major Incidents in an Enterprise environment via Major Incident bridge calls, updating and sharing whiteboard chronology via WebEx or MS Teams, and interfacing with internal and client resources to facilitate resolution.

• Exceptional listening comprehension skills.

• Excellent written and verbal communication skills.

• Very strong attention to detail.

• Eager to test one’s-self professionally and push skill boundaries.

• Self-motivated and capable of leading one’s-self in a remote work stance with little supervision.

• Flexibility in participating in an on-call structure, US/Canada based only, 24/7/365 (one week every 5-6 calendar weeks)

Preferable Skills:

• 3+ years of experience LEADING Major Incidents in an Enterprise environment via Major Incident bridge calls, maintaining and sharing whiteboard chronology, and interfacing with internal and client resources to facilitate resolution.

• Eagerness to gain skills and experience by supporting a client with a mature, yet challenging MIM process.

• ITIL v3.0 certified and working experience within ITIL framework with good understanding to effectively leverage processes, methods and tools to meet business needs.

• Familiar with Managed Service Provider’s role in supporting external clients.

• Comfortable and effective in summarizing and documenting technical information provided during bridge calls into lay-person terms.

• Comfort with pivot table and chart creation in MS Excel.

• Familiar with MI Workbench in ServiceNow.