KTek Resourcing · 6 hours ago
Problem/ Major incident Manager
Chicago, IL
Contract
Onsite
Senior Level
$48/hr - $58/hrKTek Resourcing is seeking a Problem/Major Incident Manager to oversee the entire problem lifecycle and ensure effective resolution of incidents. The role involves proactive problem management, stakeholder communication, and continuous improvement of processes, while leading incident management efforts and coordinating with various IT support groups.
Health CareHuman ResourcesMedicalStaffing Agency
Hiring Manager
Muskan Mathur
Responsibilities
Problem lifecycle management: Oversee the entire problem lifecycle, from identification and analysis to resolution and closure
Root cause analysis: Lead the process of identifying the underlying causes of incidents to prevent them from happening again
Proactive problem management: Identify trends in incidents to proactively address potential issues before they impact users
Stakeholder communication: Inform stakeholders about problem status, resolution plans, and potential risks
Reporting: Develop and deliver reports on problem management activities and metrics to management
Continuous improvement: Regularly review processes and performance to identify opportunities for improvement in the problem management function
Process Management: Implement and manage ITIL-based practices, focusing on key processes like incident, problem, change, and release management
Stakeholder Coordination: Work with IT and business stakeholders to enhance service delivery and manage relationships
Performance Monitoring: Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement
Incident leadership: Declare incidents, assemble response teams, and lead the "bridge" or conference calls to drive resolution
Lead the Major Incident bridge calls with Process and Infrastructure knowledge, best practices and bring the leadership and moderation qualities during outage scenarios
Coordination: Coordinate and provide direction to various IT support groups, such as server, network, database, and application teams
Communication: Provide clear, concise, and timely updates to senior management, stakeholders, and customers, both during and after the incident
Issue Resolution: Address and resolve process-related issues and bottlenecks
Qualification
Required
Problem lifecycle management: Oversee the entire problem lifecycle, from identification and analysis to resolution and closure
Root cause analysis: Lead the process of identifying the underlying causes of incidents to prevent them from happening again
Proactive problem management: Identify trends in incidents to proactively address potential issues before they impact users
Stakeholder communication: Inform stakeholders about problem status, resolution plans, and potential risks
Reporting: Develop and deliver reports on problem management activities and metrics to management
Continuous improvement: Regularly review processes and performance to identify opportunities for improvement in the problem management function
Process Management: Implement and manage ITIL-based practices, focusing on key processes like incident, problem, change, and release management
Stakeholder Coordination: Work with IT and business stakeholders to enhance service delivery and manage relationships
Performance Monitoring: Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement
Incident leadership: Declare incidents, assemble response teams, and lead the 'bridge' or conference calls to drive resolution
Lead the Major Incident bridge calls with Process and Infrastructure knowledge, best practices and bring the leadership and moderation qualities during outage scenarios
Coordination: Coordinate and provide direction to various IT support groups, such as server, network, database, and application teams
Communication: Provide clear, concise, and timely updates to senior management, stakeholders, and customers, both during and after the incident
Issue Resolution: Address and resolve process-related issues and bottlenecks
Preferred
Change and Release Management are secondary or add-on skills
Company
KTek Resourcing
KTek Resourcing is a staffing and recruiting company specializing in healthcare, oil, and gas human resources staffing solutions.
Founded in 2006
201-500 employees
H1B Sponsorship
KTek Resourcing has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (1)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
K
Kshitij Kukreja
Chief Executive Officer
E
Esha Kukreja
President and Co-founder
Recent News
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