Incident Manager

Incident Manager

• Overseeing the ITIL incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team 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 the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.• Strong knowledge of IT service management software including ITIL and COBIT.
• Good understanding of general data center technologies.
• Experience working with IT systems and software such as SolarWinds, ICINGA, and Nagios XI.
• Deep understanding of one of more areas of Datacenter operations – Compute, Virtualization, Storage, Network, Backup, Database, Middleware, AD/IAM, Tools, Application operations.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem-solving, analytical, and time management skills.
• Knowledge of capacity management process, supplier management, user communication & updates, configuration management