11:06:00 AM
Role: Incident Manager
Location: Orlando, FL
Job Type: Contract
Job Description:
Incident Manager: Primary Responsibility
1. Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
2. Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
3. Authorize any IVR message updates for Service Desk
4. Work with all stakeholders to identify the workaround or resolution for the Incident
5. Set expectations of all stakeholders about the timelines and permissions required for the resolution
6. Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
7. Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
8. Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the
Services have returned to their normal state
9. Open Problem Tickets as per Problem Management Policy and Procedures
10. Document in retrospect, the actions taken, learning and approvals in the service Management tools
11. Track and close and review all pending actions from the restoration that complete the recovery from the impact of the Incident
12. When not on a Critical Incident bridge, maintain a control on Ageing and Hopping incidents in each shift by running appropriate reports and escalating the Incidents to track leads and SDMs for proper action from ticket assignee groups/individuals
13. Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures
14. Initiate other processes that interface with the Critical Incident Management Process. Example: Problem Management, Critical Incident review or Emergency/urgent changes
Change Manager: Secondary Responsibility
1. To review the Changes presented for Infrastructure Implementation
2. To participate in Customer CAB meetings and present the Infrastructure related Changes
3. Complete understanding of Customer Change Processes and ensure that it is implemented on the Support Floor
4. Good understanding of Infrastructure Services which needs to be utilized while analyzing and reviewing the Changes
5. Complete Process audit for the changes raised by the Support teams
6. To review the Risk/Business Impact mentioned by Support Teams
Qualification
· Graduate / Post Graduate – Any Stream
· Good Communication skills
· Good Interpersonal, Analytical and Logical Thinking
· Understanding of Remote Infrastructure Management and Support Services
· Understanding of one or more Infra Services/Tracks ( Network, Unix, Wintel/VMWare, Storage etc.,)
· Need ITSM tool knowledge ( HP Service Manager 9.2)
· Relevant Experience of minimum 5 to 6 years is required
· ITIL V3 Foundation Certification
· Any Industry relevant Certification
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CONTACT DETAILS:
NAME: ABRAHAM
PH NO: +1-678-720-3170 || SKYPE ID: abraham_vdart || EMAIL ID: abraham@vdartinc.com