Sibitalent Corp · 5 months ago
Full Time Role - Incident Manager -- San Diego, CA(Hybrid)
San Diego, CA
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expSibitalent Corp is a staffing firm that focuses on connecting qualified candidates with job opportunities. They are seeking an Incident Manager to lead the incident management team, ensuring the resolution of major incidents impacting business units and effectively communicating with affected customers and stakeholders.
Information ServicesInformation TechnologyProfessional ServicesRecruitingSoftware
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 processes 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
Qualification
Required
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
Company
Sibitalent Corp
Sibitalent Corp is a fast-growing renowned IT, Software development, Staffing, and Consultancy firm based out of Plano, TX with it’s delivery center based out of Noida, India with the sole purpose of delivering tailored and innovative IT solutions to its clients worldwide.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase