Description
Incident Manager - SC Clearance Required
Working for a classified project for an initial 6 months, an Incident Manager is required for the following:
Reporting into the Service Ops Lead, the Incident Manager will be responsible for the effective day to day running of all critical and high priority incidents based on the ITIL Incident Management framework. This is in order to restore normal service operation as quickly as possible minimizing disruption to the business.
Key Responsibilities include:
- Manage all critical/high priority Incidents throughout their life cycle
- First stage escalation for incidents should these not be resolved in agrees service levels
- Co-ordination of the required resolver groups to ensure successful resolution
- Provide regular and relevant updates to all stakeholders covering external customers, internal management, vendors and technical resolver teams
- Set up and lead conference call or bridge communications between all involved parties as per Incident Management process
- Implement robust management procedures and communications channels
- Identify issues and risks associated with the current process and present solutions
- Work with other colleagues in particular problem management to quickly identify critical/high priority incidents and agree resolution activities
- Develop strong relationships with key team members across multiple levels
Essential skills and experience:
- ITIL Foundations certified
- Understand and work effectively in an IT Service Management environment
- Ability to work in an environment with evolving requirements and dynamic schedules
- Excellent communication skills (verbal and written)
- Leadership experience
- Strong analytical skills and ability to develop and recommend solutions for problems/issues
- Strong experience in a customer facing Service Delivery role
- Strong experience in writing and presenting MI service reports
Other skills:
- Must be knowledgeable in Information Technology Infrastructure Library (ITIL) Foundations, strong experience in the incident management process and the BMC Remedy toolset (desired)
Incident Manager - SC Clearance Required