Incident Manager

The Senior Incident Manager is responsible for the command and control of significant incidents, ensuring that restoration of service is achieved as quickly as possible.

Specific duties:
• Tracking of activities to resolve business impact
• Facilitation of and participation in incident conference bridge to ensure effective incident handling and resolution
• Maintenance of incident tickets to ensure data quality
• Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely.
• Metrics and Reporting
• Hand off to, and participate in, the Post-Incident review process
• Effectively interface with the Change and Problem Management Teams.
• Proactive incident management, ad hoc Incident Management assignments, and other IT Service Management tasks as required to maintain operational stability

Education:

Bachelor's degree or equivalent
ITIL Foundations certification preferred


Experience:

Minimum 5 years incident management experience
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
Excellent written and verbal communication skills, especially the ability to communicate on infrastructure, security, and risk-related concepts to technical and non-technical audiences
Ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization
Strong organizational skills –the ability to handle multiple tasks simultaneously