Job Description

Incident Manager

Location : Richardson, TX/Tampa FL/ NJ/GA/VA (Please know you will have to be onsite for 2-3 days weekly at any of the location)

Contract : Long term

Overview:

• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
• Assign unresolved Incidents to appropriate Tier 2 Support Group
• Log all Incident/Service Request details, allocating categorization and prioritization codes
• Keep users informed about their Incidents' status at agreed intervals
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Verify resolution with users and resolve Incidents in ITSM tool
• Own Critical/Major Incidents end to end for closure. Follow SOPs to involve right members to the Incident bridge, provide every 30mins update to stakeholders until issue resolved. Own RCA submission by driving technical team within defined SLA.
• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
• Owns all Incidents and Service Requests throughout the lifecycle
• Must have minimum 3yr experience in Incident manager role with overall experience of min 5yrs to 8yrs
• Preferred to have worked on Telecom projects
• Excellent oral and written communication skill is needed

Roles & Responsibilities:

• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
• Assign unresolved Incidents to appropriate Tier 2 Support Group
• Log all Incident/Service Request details, allocating categorization and prioritization codes
• Keep users informed about their Incidents' status at agreed intervals
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Abode Techzone LLC

Job Tags

Contract work, Immediate start,

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