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Incident Manager

Lockport, NY 10003

Posted: 01/07/2020 Industry: Engineering, Information Technology Management Job Number: 9752

Job Description

We are currently seeking an Incident Manager to join our team and provide support to service-impacting incidents within an 24X7 work environment Infrastructure, coordinate technical incident resolution, working closely alongside operations, service engineering, and development teams

This position will require application and network troubleshooting skills, IT service management skills, and the ability to facilitate the resolution of multiple incidents at any given time with the vision to automate in order to better scale and streamline process.

The ideal candidate will have an 2-3 years experience working in an organization that has implemented ITIL standards, working on an incident management team, in a Technical Call Center environment, and knowledge of ITIL Service Lifecycle phases, framework, and best practices

The position requirements include:
  • Defining and maturing incident management processes, best practices, and the function itself
  • Identifying and documenting process breakdowns that exacerbated or caused the impact
  • Responsible for performing Incident Management functions as prescribed by the Incident Management Team within the standard operating practices and processes of ITIL service operation framework
  • Partner with internal/external teams on operational issues
  • Dispatching on-call engineers, facilitating communication and driving resolution to events via standard operating procedures
  • Maintaining service level agreements, tracking escalations, and managing key performance indicators
  • Working effectively with peers through team participation and cohesiveness to create a positive environment within the team
  • Performing quality assurance activities to help ensure accuracy in peers’ work

Job Requirements


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Daniel Clifford

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