| Hiring for Incident Manager- Wilmington MA - Hybrid at Wilmington, Delaware, USA |
| Email: [email protected] |
| From: Arvind kumar, Sibitalent.com [email protected] Reply to: [email protected] Hi Job Title: Incident Manager Location: Wilmington 1 day/week. WEDNESDAYS (local to MA) Duration: 6 Months+ Interview: Video Need Both side Visa copy and Linkedin ID Incident Manager Lead and create incident management process from scratch This person needs to have been leading it Can speak to their approach on meeting cadence, status reports Has ran MI calls effectively - need someone who can and is the coach to others Has owned and built Incident management from the ground up Needs to know ITIL very well Incident Manager Lead - all the incident analysis, trending, they get on the phone when issues come up Find impact, if impact is P1--> call the manager Initial triage is done through the lead They take on the P2s Doesn't want a NOC/Incident Manager Lead and Guide Calls Take charge - focus on only the people who need to be there GUIDE THE DISCUSSION What theyll be doing Identifying the trends Looking holistically at all of the tickets theyre doing, not just IT Business folks, being sent tickets to work on and theyre not IT people Struggling with que management Understanding SLAs Mean time to resolutioncommunication part of this Training is going to be huge Building dashboards, showing trends Work with the business partnersheres a dashboard I want to build for you to help you manage your tickets Do some trends around reoccurring issues, top 5 users who are submitting request (training issue, defect, enhancement) Starts with the top 3 of issues and top 3 of person Systems and people who have the most issues Have about 7,000 tickets in a month Need someone to break this down Manager doesnt have the bandwidth to start working with teamsto start initiatives here Thanks & Regards Arvind Kumar Technical Recruiter LinkedIn || Direct: +19368737096 E-Mail: [email protected] Website: www.sibitalent.com Office: 118 Carolynn Lane Murphy, TX 75094 Keywords: information technology Idaho Massachusetts Michigan Texas |
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| Mon Feb 06 20:46:00 UTC 2023 |