Incident Management Specialist

What does a great Incident Manager do?

The Incident Manager will have a broad IT background. They are detail-oriented but can also see the "big picture" from an enterprise and ITIL framework standpoint. This candidate will be responsible for the Incident management process. The successful candidate will be responsible for managing the lifecycle of all Incidents using defined risk-based analysis to ensure minimal disruption to IT systems and business processes. Incident Management follows the ITIL framework.

You will be responsible for ITIL Incident management knowledge transfer to onshore and offshore production control teams, establishing Incident reporting dashboards in ServiceNow, governance of technical SWAT Teams and hands-on Incident management. The candidate will provide weekly audits of Incidents SLAs and KPI reporting for proper Incident closure.

What you will do:

• Drive resolution of Outage bridges to minimalize IT downtime and restore operations.
• Complete Incident wrap-up and after action review that starts the Problem Review process.
• Formalize and enhance IT Incident framework (process and procedures), and deliver an ongoing training program for IT staff, business system owners, and business stakeholders
• Deploy and maintain IT processes to effectively support IT Incident management.
• Champion the investigation, discovery, analysis, testing, implementation, and documentation of Incidents in partnership with Functional/Technical/Business Leads to assure timely, accurate, and holistic resolution of the issues.
• Monitor and evaluate IT execution to proactively identify opportunities for Incident management to prevent incidents from occurring and drive service quality and availability.
• Own evidence-based metrics to demonstrate process effectiveness and make transparent controls.
• Ensure all identified workaround, root cause analysis, and remediation processes are documented and published to appropriate teams.
• Maintain the known error database and appropriate knowledge base entries related to Incident management.
• Analyze and categorize Incident records to determine the type of investigation, escalation, and/or remediation needed.
• Perform trend analysis of business-critical services and historical events to identify trends and proactive opportunities.
• Oversee best practices in establishing and maintaining IT controls. (e.g., source code control, IT training, risk identification and mitigation)
• Ensure communication of Incident records, findings, and remediation plans to business stakeholders on behalf of the IT function.
• Ensure regulatory compliance is maintained across Incident management processes, including monitoring and reporting.
• Develop process flow diagrams to support standard operating procedures.
• Responsible for key program management activities, milestones, and customer deliverables

What you will need to have:

• 5 years' hands-on experience with ITIL Incident Management framework implemented with ServiceNow
• Hands-on experience with ServiceNow report writer, Incident and Incident management functions
• Proven command and control skills for active Incident management
• Proven Incident and Incident management SME

*Must be available for rotating weekend shifts*

What would be great to have:

• Bachelor's degree in Computer Science or Business
• ITIL Foundation or higher certification
• Experience supporting lessons learned reviews and track RCA and remediation items
• Expert level Microsoft EXCEL
• Experience coordinating offshore teams
• Ability to produce regular weekly and monthly KPI metrics for SLA, MTTR and other service management critical success factors.