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KTek Resourcing · 10 hours ago

Incident Manager

Atlanta Metro

Contract

Hybrid

Mid Level

KTek Resourcing is seeking an Incident Manager to oversee incident resolution and service restoration. The role involves monitoring service applications, leading incident management efforts, and ensuring effective communication during outages.

Health CareHuman ResourcesMedicalStaffing Agency

H1B Sponsor Likely

Hiring Manager

Sohail Ansari

Responsibilities

End to end service/application monitoring; assess alerts and take appropriate action to assure alerts are addressed, including ticket creation, assignment to support team and lead incident resolution

Proactively lead and drive outages to quick service restoration; provide support and leadership for all incidents, especially high priority incidents

Maintain control, ownership and operational authority of an outage triage during high pressure situations

Actively direct and prioritize all aspects of the incident bridge line and chat, with sense of urgency, to ensure effective resource management and service restoration

Provide timely and concise updates to incident records and incident

Ensure timely engagement of essential technical support teams/personnel

Provide updates and escalate to various levels of management according to process

Compose outage notifications and ensure content is complete, clear, concise and relevant to the audience

Maintain operational process consistency across IT technologies

Perform ITIL analysis and apply ITIL best practice

Qualification

Incident ManagementITIL Best PracticesService RestorationOperational AuthorityCommunication Skills

Required