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ITSM Incident Manager

Company: Systel,Inc.
Location: Moline
Posted on: February 21, 2021

Job Description:

Job Title: ITSM Incident ManagerLocation: Moline, IL (Day 1 Onsite)Duration: Fulltime permanent Required Skills:

  • 8 to 10 year's experience with at least 6-8 year's experience in ITSM Delivery/Operations.
  • Hands on experience in ITSM delivery in steady state operations
  • Good command on spoken and written English
  • To be accountable for the deployment of the Incident Management process and associated methods and techniques
  • To Drive the efficiency and effectiveness of the Incident management process
  • Manage lifecycle of all Major Incidents
  • Produce KPI's and Reports
  • Monitor the effectiveness of Incident management and make recommendations for improvement
  • Make temporary solutions (workarounds) available to incident management
  • To maintain an awareness of technology advancements and IT best practice, e.g. ITIL
  • Responsible for assessment and negotiation of priority for major incidents impacting business with support teams and senior IT/Business Leadership
  • Accountable for facilitating (hosting, pulling in required participants, and driving conversation) of major incident recovery bridge
  • Accountable for communicating major incident details to all levels or the organization within defined MIM time frames
  • Accountable for delivering process changes and training the MIM execution team in coordination with global process changes
  • Responsible for compiling incident analysis reports in support of proactive and retrospective incident analysis
  • Responsible for proactive analysis of Incident records for stability improvement opportunities
  • Consulted for major incident debriefs with recovery teams and IT leadership
  • Consulted for providing process improvement feedback to the Major Incident and Problem Management process
  • Consulted for contributing to overall Global Incident Management process improvements - provided by Dice

Keywords: Systel,Inc., Moline , ITSM Incident Manager, Executive , Moline, Illinois

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