IT Incident Manager Specialist
1 day ago
Our organization seeks an accomplished professional to oversee technology incidents affecting our operations. The successful candidate will collaborate with relevant teams to implement incident and problem management procedures, ensuring timely recognition, logging, assignment, tracking, status notification, escalation, documentation, and reporting.
The ideal candidate will assume end-to-end responsibility for critical incidents, establishing a strong command and control environment to minimize downtime and ensure high service quality. Responsibilities include coordinating incident progression, monitoring potential issues through symptoms, trends, or deviations from standards, escalating unresolved incidents to senior levels, and conducting post-incident activities to identify problem trends and causes.
The incumbent will also participate in standard post-mortem analysis, provide effective incident reporting using tailored tools, and work with other departments to maintain excellent audit ratings. Required skills include ITIL certification, experience managing complex IT initiatives, excellent communication skills, knowledge of Remedy, helix, application support, EOD batch processing, infrastructure, web/application/middleware services, and payments flow. Key technical skills include Remedy, BMC Remedy, root cause analysis, logging, ticketing, and bridge.
Key Skills: Effective Communication, Helix (database), Data Analysis, Ticketing, BMC Remedy, Root Cause Analysis, Logging, PowerPoint, Incident Management, Problem Management, Accountability, Excel, ITIL, Bridge, Audit, Incident Resolution
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