Description:
To be a successful incident manager, you should have an aptitude for picking up new technologiesand procedures. Ultimately, an outstanding incident manager should excel at multitasking andremain judicious during major incidents.
Responsibilities
- Overseeing the incident management process and team members involved in resolving theincident.
- Responding to a reported service incident, identifying the cause, and initiating the incidentmanagement process.
- Prioritizing incidents according to their urgency and influence on the business.
- Producing documents that outline incident protocols such as how to handle or correct failures.
- Producing and presenting post incident reviews to be reviewed with customers.
- Collaborating with the operations teams to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in systems.
- Establish and maintain open and clear communication with key stakeholders to facilitate timelyand effective resolution of incidents.
- Follow up on tickets and take action to meet Service Agreements.
- Document troubleshooting steps and service restoration details.
- Conduct expert investigation and diagnosis of all incidents.
- Offer support to identify problems.
- Verify the adopted resolution with the end users or service manager and resolve the incidentsthat have been assigned.
- Report incidents that may violate service quality agreements to the Service Manager.
- Develop and maintain problem and incident management processes and procedures.
- Monitor the effectiveness of problem and incident management and recommend improvements.
- Analyze historical data to target and eliminate potential incidents before they occur.
- Limit the consequences of unavoidable incidents.
- Review incident data to analyze issues that have been assigned.
- Analyze problems to properly establish their priority and classification.
- Investigate problems that have been assigned in order to resolve them or find the root cause.
- Keep service managers informed of the resolution of the problem and the resultingconsequences so that they can in turn inform the customers.
- Submit change requests to the change management team as needed to resolve known issues.
Preferred Qualifications
- Bachelor's degree in information technology, engineering, or a related field.
- ITIL v3 Foundations certification at a minimum
- At least three year's experience working in IT service management, or a similar role.
- Strong knowledge of IT service management software including ITIL.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
- Experience in P25 public safety radio networks
- Proficiency using Microsoft Office
- Excellent written and verbal communication skills
- Strong analytical and problem solving skills
- Exceptional conflict resolution, negotiation and decision-making skills
- Self-motivated and able to set priorities, meet deadlines and manage changing priorities
- Proven ability to be flexible and work hard, independently and as part of a team, in a workenvironment with changing priorities and under high pressure
- Results-oriented person who wants to work in a fast-paced environment and has a goodtolerance for ambiguity
- Proven ability to lead and influence people other than immediate reports by establishing anenvironment that fosters trust and mutual respect
- Resource who contributes with his team to ensure coverage at all times