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ITSM Incident Manager

Company: SmartIT Frame
Location: Moline
Posted on: February 21, 2021

Job Description:

Position: ITSM Incident Manager
Location: Moline, IL
Duration: Full Time- Permanent
Day 1 onsite NO REMOTE

  • 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 Experience
    • 8 to 10 years of experience with at least 6-8 year of experience in ITSM Delivery/Operations.
    • Hands on experience in ITSM delivery in steady state operations
    • Good command on spoken and written English
    • Experience in working in a Global Delivery Model would be an advantage Essential
      • Good understanding of ITIL V3 / 2011 framework
      • Good Knowledge in Infrastructure services
      • to have a reasonable understanding of Cost Management principles
      • to have practical experience of continuous improvement methods and techniques
      • to have a good understanding of statistical and analytical principles and processes
      • to have a good understanding of available and emerging IT technologies Desirable
        • ITIL Expert / Foundation Certification
        • Technical Certification in any one or multiple domains (Windows/Unix/Storage/Networking) will be desired Certification
          • Certified in ITIL
          • Any certifications related to ITSM and other quality frameworks and methodologies Contact me


            About Smart IT Frame:

            Smart IT Frame Consulting handles the staffing and management of part or all of the recruitment process for our customers wishing to outsource their staffing requirements. From job profiling, providing new staff, technology, to onboarding a new hire we support our customers in their future business needs.

            About Client:

            Our Client is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Client combines a passion for client satisfaction, technology innovation, deep industry and business process expertise and a global, collaborative workforce that embodies the future of work. With over 50 delivery centers worldwide. Our Client is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000 and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world
            - provided by Dice

Keywords: SmartIT Frame, Moline , ITSM Incident Manager, Executive , Moline, Illinois

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