Description

Hello 

Hope you are doing well

 We have an immediate need for below position please go through the jd and let me know your thoughts on this


 

Role : Incident Manager (ITSM)

Location : Houston, Tx

Full Time Only


 

  • Support system SMEs with technical triaging of high-priority incidents causing significant user
  • impact; provide technical team leadership expertise; ensure troubleshooting effort is thorough
  • and consistently structured.
  • Provide technical expertise to develop executive reports to correctly portray the details of triage
  • efforts.
  • Lead technical SMEs in complying with ITIL best practices for Service Management and Incident
  • Response.
  • Lead distributed technical teams toward the resolution of issues through effective engagement
  • and communication with stakeholders
  • Exercise sound judgment in evaluation, assignment, and escalation of issues
  • Document findings and provide analysis of resolved issues to Leadership thought effective
  • written communication
  • Setting up the Triage call when a high-priority incident occurs, notifying and tracking that all
  • required technical teams are present, leading the triage discussion following a script to capture
  • the pertinent status information and coordinating discussions (as well as de-escalating finger-
  • pointing) between technical teams as they work to diagnose the issue and develop mitigation
  • options
  • Accountable for the overall quality of the process and oversees the management of and
  • compliance with the procedures, data models, policies, and technologies associated with the
  • process
  • Owns the process and supporting documentation for the process from a strategic and tactical
  • perspective
  • Approves all changes to the process and development of process improvement plans
  • Works with the Process Owner for Incident Management to ensure both processes work in
  • conjunction with each other 
  • Promote and reinforce adherence to the process and policies associated with both Incident
  • Management and Crisis Management
  • Process Design
  • Process Improvement


 

Key Skills
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