| Opportunity // Incident Manager / 15 years Exp at Remote, Remote, USA |
| Email: [email protected] |
| Greetings from Arkhya Tech Inc. My name is Vishal Pathak and Im a Technical Recruiter at Arkhya. We are currently looking to hire an Incident Manager. Please find the job requirements below and let me know if you are available for the same. Job Description Title: Incident Manager Job Type - Contract to Hire / Full-time Location: San Diego (Hybrid) Major Incident management team is a support team established to ensure resolution of major incidents impacting business units. Goal: Accurately identify a major incident, promptly engage technical resources, effectively communicate to the customers affected, and drive the appropriate resources & partners to restore service. Responsibilities Manage incident management bridge calls with support teams, on-call support application teams and management. Manage, escalate, status, and assist, coordinating repair efforts for non-major and major incidents (P1 P4). Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle Track and document incident updates in real time Since Major incidents are highly escalated cases, handling with presence of mind and innovation. Experience in handling multiple monitoring tools like Service now, Pager duty, etc. Perform quality audits and data analytics on incident tickets to ensure quality and uncover new trends. Meet the SLAs and other KPIs agreed and produce the Process Performance Reports Provides documentation for Known Error Data Base (KEDB) or similar depository Develop process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed Ensuring the Process adherence, meeting the Quality norms Provide Management reporting on Incident Metrics and Incident Management performance Problem Management Activities: Responsible for reviewing Incident tickets to identify common issues indicative of a Problem, working all levels of Problem tickets, and as a process owner enforcing Problem Management process across the full ITIL problem lifecycle from detection to major problem review & to identify Continual Service Improvement Change Management Activities: Audit all change records including confirming the accuracy of the data, ensuring the details of the change are understood and well documented, hosting Change Advisory Board meetings when required and ensuring approvers and other stakeholders are included as needed. Qualifications Experience at least 15 years plus with at least 8-10 years of experience in Incident management Bachelor's degree in computer science, Information Technology, or related field. 10+ years of experience in incident management or related field. Knowledge of incident management processes and procedures. Excellent problem-solving and analytical skills. Excellent verbal & written communication and interpersonal skills. Ability to work independently and as part of a team. Ability to manage multiple tasks simultaneously. Regards, Vishal Pathak Technical IT Recruiter Email ID: [email protected] Arkhya Tech Inc. | www.arkhyatech.com 05/01/24, 01:38:44 AM -- Keywords: access management information technology Idaho Opportunity // Incident Manager / 15 years Exp [email protected] |
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| Wed May 01 01:41:00 UTC 2024 |