Jobs via Dice · 5 hours ago
Incident Manager
Atlanta, GA
Full-time
Onsite
Mid, Senior LevelDice is the leading career destination for tech experts, and they are seeking an Incident Manager for their client, Ztek Consulting. The role involves leading major incident meetings, managing stakeholders, and driving process improvements to ensure effective incident management.
Computer Software
Responsibilities
Leading, driving, facilitating, and chairing Major Incident meetings
Leveraging technology to issue all communications and providing key stakeholder management
Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution
Ensuring all administration and reports are maintained and up-to-date, including Incident chronology, whiteboard, post major incident reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resources to manage major incidents effectively
Providing periodic major incident metrics reports
Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified
Participate in post mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans
Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues
Develop trend analysis and prepare service improvement plans to address identified gaps
Manage and maintain information stored in the problem database
Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes
Performing monthly audits for Major Incidents and Problem Tickets to ensure laid and defined process is executed
Qualification
Required
Leading, driving, facilitating, and chairing Major Incident meetings
Leveraging technology to issue all communications and providing key stakeholder management
Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution
Ensuring all administration and reports are maintained and up-to-date, including Incident chronology, whiteboard, post major incident reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resources to manage major incidents effectively
Providing periodic major incident metrics reports
Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified
Participate in post mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans
Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues
Develop trend analysis and prepare service improvement plans to address identified gaps
Manage and maintain information stored in the problem database
Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes
Performing monthly audits for Major Incidents and Problem Tickets to ensure laid and defined process is executed
Company
Jobs via Dice
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