Description
Summary- As an Enterprise Incident Manager, you will have the opportunity to work both independently and with a cooperative team on complex projects that may span multiple infrastructure components or applications.
- You will develop your professional network and leadership skills, assisting in the creation and support of IT Solutions that enable success.
- Further, you will contribute real value by developing, integrating, and/or supporting in-house and purchased applications or infrastructure solutions in order to solve business problems.
- Coordinate infrastructure and application teams to restore normal service operation as quickly as possible.
- Challenge the team to minimize adverse impact on business operations when restoring service.
- Monitoring high incidents to proactively prevent Critical incidents from occurring.
- Provide timely written and verbal status updates to enterprise and senior management for assigned incidents and problem ticket escalations.
- When applicable, create a problem ticket for a given Critical incident. Lead application/technical incident resolution, including off-shift and weekend support functions.
- Escalate incidents to senior management as needed.
- When applicable, coordinate SWAT (escalated problem management) activities
- Typical Day: Manage any active critical IT incident, check emails, addressing pressing issues. Most of the work will be Remedy ticket resolution. Almost like a project manager will lead others to restore service as quickly as possible, facilitate discussions, engage management, communicate status updates.
Skills Required:
- Bachelors Degree in Computer Science or equivalent
- At least 5 years of Infrastructure Management experience.
- Strong IT infrastructure knowledge
- Remedy knowledge
- Strong verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
- Ability to lead projects, work across teams, and involve other parts of the organization in the development of solutions with limited supervision.
- Ability to work independently and manage one's time as well as well as being a collaborative team member.
- Adaptability & responsiveness to department needs and goals.
- Good planning and decision-making skills.
- Good conflict management skills
- Proven experience of working in a similar, high pressure, multi-platform environment