Description
Incident Manager ITIL, MOF
Start ASAP
1 year contract
Redmond, WA
Job Description:
Are you passionate about delivering a world class support operations service?
As part of our clients group, this team is searching for an Incident Coordinator/Response Manager to enable our service to operate at the highest levels of excellence.
This is a high visibility position that requires frequent contact with our clients Customers, other operations groups, and IT Management.
Some issues may have Executive level visibility.
This candidate also needs to possess a proven ability to work effectively in dotted-line distributed teams in a global environment.
Group Culture:
What is your group culture? Our group handles all incidents that are raised in both the Application and Infrastructure areas across our client. We oversee the queue management, escalations and analysis for tickets in these two areas. This position has visibility across our client as we address tickets that have been raised in the various spaces.
Key Job responsibilities:
Response Management: Key contact for customer escalations on ticketed issues. Facilitate resolution of complex problems to ensure positive and timely outcomes. Leverage internal subject matter experts/resources and ensure responses received are delivered in a customer ready format. Exercises solid judgment in determining which issues should be escalated to Senior Management. Respond to and resolve issues.
Service Improvement: Participate with Service Transition & Problem Management, stakeholders to be continually improving the predictability of our service and enhancing our service offerings based on escalation feedback and expertise. Proactively work to prevent problems from occurring by using ability to perceive potential technical, relationship, partner, and/or internal management issues. Participate in root cause analysis and Major Incident reviews. Identify and resolves gaps in team approach to delivering the service, which results in increased performance, reliability or other aspects of service levels.
Required Skills:
This position requires strong communication skills, great organizational agility, and an unwavering sense of integrity.
4+ years of Incident Management (IT Support) required
Customer Service skills required
4+ years of Customer Service/IT Support and experience with Executive escalations
BS/BA or MS/MA/MBA in Computer Science, MIS, IT or equivalent work related experience preferred
Exceptional Verbal & Written Skills
Proficient in Microsoft Office
SQL skills preferred
Excellent problem solving, negotiation, and decision making skills in a dynamic environment
Track record of working in dotted-line and/or distributed team environments
Solid understanding of Information Technology Infrastructure Library (ITIL) and Operations Framework guidelines
If you have previous experience working for the Eastsides largest software company in the past, we want to talk with you! Please email your Resume to Angela referencing the appropriate Job ID J-. Phone calls are also welcome
Must have proof of eligibility to work in the United States.
Must be eligible to work in the United States.
Referrals are welcome!