Incident Manager

Experienced Incident Manager needed with 5+ years Incident Management experience, ServiceNow experience with reporting and analytics, and excellent communication skills to deal with all levels and communicating senior management with updates and statuses. This is a Direct Hire position offering base salary and bonus and benefits. This is a remote role with up to 10% travel. This role will support an EST schedule - 9-5 or 8-4 schedule.

Job Summary

As an IT Incident Manager, you will be responsible for overseeing the resolution and prevention of IT incidents and lead the problem management efforts within our organization. Your focus will be on maintaining the stability and efficiency of our IT infrastructure by implementing effective incident management processes and proactively identifying and resolving underlying problems. You will collaborate closely with multiple IT teams to ensure timely resolution of incidents and the implementation of long-term solutions to prevent recurrence.

Primary Responsibilities and Duties:

Incident Management

Drive the efficiency and effectiveness of the incident management process and make recommendations for improvement.

Coordinate the response and resolution efforts of technical teams to minimize downtime and restore services within agreed-upon service level agreements (SLAs).

Analyze incident trends to identify potential problems and mitigate impact.

Review incident tickets to ensure proper coding procedures are diligently followed.

Oversee the Major Incident Management process and identify process improvement opportunities.

Communicate with stakeholders to provide updates on incident status and resolution progress.

Conduct post-incident reviews to identify root causes, lessons learned, and opportunities for improvement.

Communicate with vendors ensuring their full support and responsiveness for immediate remediation of incidents and subsequent Root Cause Analysis documentation.

Problem Management

Lead the identification, investigation, and analysis of recurring or complex IT problems to determine root causes.

Collaborate with technical teams to develop and implement effective problem resolution plans, including workarounds and permanent fixes.

Drive the creation and maintenance of knowledge to facilitate quicker incident resolution and problem identification.

Implement proactive measures to prevent the recurrence of known issues and mitigate potential risks to IT services.

Ensure vendors are held accountable for their responsiveness as defined by any established SLAs.

Reporting and Documentation

Monitor and report on key performance indicators (KPIs) to ensure efficient service delivery.

Drive effective reporting and dashboards to gain real-time insights into issues or trends.

Maintain documentation relating to fixes and workarounds.

Requirements and Qualifications:

Technical college degree.

5+ years of Incident Management experience.

ITIL certification.

ServiceNow experience required with solid knowledge of Incident, Problem, Knowledge, and Reporting modules.

Proven analytical, problem-solving, and reporting skills.

Demonstrated ability to think both tactically and strategically.

Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.

Excellent verbal and written communication skills.

Self-motivated with ability to multitask and adapt to changes in a fast-paced environment.

Vertex Solutions Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law.