Incident Process Manager Jobs

Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities

Responsible to implement solutions to improve the customer experience

Coordinate with internal teams, partners and suppliers to establish communications and manage expectations

The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues

3 years or more industry experience

In-depth knowledge of telecommunications industry; More specifically in the following fields:

5 years’ demonstrable experience in Incident & Request Management

2 years’ experience or equivalent knowledge in the area of IT infrastructure

Strong IT infrastructure knowledge; proven root cause analysis skills

Provide business requirements for the tools and interfaces that support the processes and groom the product backlog.

Manage the lifecycle of problems arising from major incidents, including problem identification, investigation, root cause analysis and diagnosis.

3 years’ Major Incident Coordinator experience and using ServiceNow or equivalent ITSM tool

Setting up of Technical & Management Bridge

100% Employer paid benefits (Health/Dental/Vision)

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

Strong analytical, organizational, and problem-solving skills.

Strong customer communication skills with the ability to communicate technical issues to non-technical customers.

Ability to work well within a team to learn and share knowledge.

Setting up of Technical & Management Bridge

100% Employer paid benefits (Health/Dental/Vision)

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

Strong analytical, organizational, and problem-solving skills.

Strong customer communication skills with the ability to communicate technical issues to non-technical customers.

Ability to work well within a team to learn and share knowledge.

At least three year's experience working in IT service management, or a similar role.

Strong knowledge of IT service management software including ITIL.

Strong problem solving, analytical, and time management skills.

Excellent managerial skills and ability to collaborate with team members.

Bachelor's degree in information technology, engineering, or a related field.

Ability to analyze a high volume of technical data and work in a fast-paced environment.

A minimum of 5 years of combined experience in organizational change management, process improvement, organization development, communications, or a related field

Change management experience in Workday (or cloud-based ERP) implementations preferred.

Experience in an ERP implementation project or software implementation projects in a change management specialist role is preferred.

Knowledge of organizational change management principles, methodologies, and tools

Comfort and experience interacting with and influencing senior executives.

Strong knowledge of business process mapping (BPMN) and improvement/optimization.

Outstanding technical skills, knowledge of network protocols and network communication principles, understanding of vulnerabilities and remediation techniques

Defining and maintaining Information Security Incident Management Process and build procedure documents for incidents handling

SIEM, Log Management, Network Security & Monitoring

Managing, maintaining and improving Incident Response capabilities to detect, proactively hunt for and respond to sophisticated cyberattacks

Outstanding knowledge in the following Cybersecurity domains:

Excellent problems solving skills, ability to coordinate with different local and global teams

3+ years of hands-on technical working experience with the Incident Management of complex IT environments at large organizations.

Experience with ITSM tools (ServiceNow is a plus) with strong understanding of service management principles it supports.

Banking & finance services industry experience is an asset.

6+ years of progressive IT working experience that spans a high-level understanding of full stack technologies used in a large enterprise.

3+ years of hands-on technical working experience in handling incident bridges involving support teams from multiple geographies & global time zones.

ITIL Foundations certified (ITIL V3, 2011 or V4).

• Banking & finance services industry experience is an asset.

Medical and dental benefits once qualified

Adecco is currently seeking a highly motivated individual for a full-time position as a Incident Manager.

Shifts: Monday to Friday – 16x7 shifts

Job type: Full-time | 12-Month Contract

Vacation pay paid out on each weekly pay cheque

Participate in post Incidents activities (Problem Management): Root Cause, Preventative Actions, Monitoring, Process review

There may be a requirement to manage email outside of business hours for business needs

Critical Thinking/Improvements: Regular process reviews, assess constraints/limitations and offer recommendations

Analyzing Data and Root Cause: Identify system risks, audit risks, process risks and gaps, trends, and offer recommendations for improvement

Service oriented and strong soft skills

Ability to interface confidently with internal customers of various skill sets, expertise, and seniority (e.g., Senior Leadership)

1 year of MAJOR Incident management experience

5 years of extensive work experience in IT or Business Environment

Critical thinking, problem solving, research skills and determination

Excellent written and spoken English communication skills

Ability to work in a fast-paced environment with minimal supervision

CONTRACT: 3-month contract to start

• Setting up of Technical & Management Bridge

Must be located in the Pacific Standard Time Zone to manage incidents in the West Coast

Strong analytical, organizational, and problem-solving skills.

Strong customer communication skills with the ability to communicate technical issues to non-technical customers.

Ability to work well within a team to learn and share knowledge.

Experience with web technologies (JavaScript, HTML/XML, Cookies, FTP/SFTP).

Serve as a subject matter expert for Ceridian’s incident management, cybersecurity, and privacy practices

Lead strategic or special projects required for Ceridian to meet its incident management objectives

Bachelor’s degree in Computer Science plus 5+ years related experience, or equivalent combination of education and related experience

Skills and experience we value

Effectively and reliably manage complex, and often highly sensitive, major incidents to conclusion by following the prescribed process

Experience managing complex cybersecurity and privacy investigations

Job Title :- Incident Manager

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

• Exceptional listening comprehension skills.

• Excellent written and verbal communication skills.

• 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.

· 5 years’ demonstrable experience in Incident & Request Management

· Excellent stakeholder management skills

· 2 years’ experience or equivalent knowledge in the area of IT infrastructure

· Strong IT infrastructure knowledge; proven root cause analysis skills

· 3 years’ Major Incident Coordinator experience and using ServiceNow or equivalent ITSM tool

· Fluent knowledge of ITIL v3 or 4

· 5 years’ demonstrable experience in Incident & Request Management

· Excellent stakeholder management skills

· 2 years’ experience or equivalent knowledge in the area of IT infrastructure

· Strong IT infrastructure knowledge; proven root cause analysis skills

· 3 years’ Major Incident Coordinator experience and using ServiceNow or equivalent ITSM tool

· Fluent knowledge of ITIL v3 or 4

Be on call as part of the Incident Management rotation.

Develop postmortems and handoff to problem management to complete RCA and problem resolution.

Report incident metrics and statistics to management on at least a monthly basis.

Maintain our knowledge base of Known Issues and Incident corrective measures for service restoration and workarounds.

Experience managing responses to incidents, including front-line analysis and escalation.

Strong organizational, coordination and mediation skills to drive decision-making.

Experience as a Product Manager at a fast-paced company focused on SaaS preferably in the observability, monitoring and incident management space.

Experience with SaaS monitoring, observability and Incident Management is a plus.

Managing requirements for Mobile applications to ensure alignment with our core product capabilities.

Experience with prioritization and problem solving skills in a highly competitive environment.

Professional development opportunities to further skills and knowledge.

Manage projects from ideation through to completion closely collaborating with Engineering, Product Marketing, Support & QA Teams.

Leverage communication and problem solving skills to help drive results

At least 1-2 years of experience in a related role.

A degree in Commerce, Finance, Marketing, Economics, Business Administration or a related field

Experience in basic coding and/or data visualization (e.g. SQL, Tableau, QuickSight)

Experience in Lean Six Sigma

Teamwork experience and ability to collaborate with others

Keeps Field Services Management up to date on continuing challenges and issues that may impact SLA's or Customer Satisfaction

Maintains sound knowledge and understanding of current methodologies, geographies, supporting teams, services and tools

High School Diploma or equivalent education preferred

Minimum 3 years experience in related field

Strong verbal and written communications skills especially with end users in retail, healthcare, and financial lines of business

Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor cases