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Vantage Point Consulting Inc. · 1 day ago

Major Incident Manager/ IT Incident Manager/ IT Operations Incident Lead/ Lead IT Incident Manager/ NOC Incident Manager/ IT Service Management (ITSM) Incident Manager/ DOC Engineer

United States

Contract

Remote

Mid, Senior Level

Vantage Point Consulting Inc. is seeking a Lead IT Incident Manager to oversee incident management processes. The role involves monitoring services, leading incident resolution, and ensuring effective communication during high-pressure situations.

ConsultingRecruitingStaffing Agency

H1B Sponsor Likely

Hiring Manager

Saurabh Sharma

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 practices

Qualification

ITIL best practicesIncident managementService/application monitoringOutage triageResource managementCommunication skills

Required