Incident Manager Resume Samples
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Incident Manager Resume Samples
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BR
B Renner
Benjamin
Renner
1198 Madelynn Rue
Detroit
MI
+1 (555) 385 1584
1198 Madelynn Rue
Detroit
MI
Phone
p
+1 (555) 385 1584
Experience
Experience
Phoenix, AZ
Incident Manager
Phoenix, AZ
Feest-Murazik
Phoenix, AZ
Incident Manager
- Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
- Provides preemptive network design optimization recommendations based on periodic network and service performance, capacity, and security analysis
- Responsible to execute and manage the Incident and Problem management processes to ensure optimal overall performance
- Provide process performance reports to management and attend reviews (reports are created by reporting team)
- Conducts management meeting and ensures customer sign off prior to incident resolution. Works on customer feedback as part of continuous process improvement
- Upon resolution, the Incident Manager works with their team to establish procedures to prevent future incidents
- Develop, implement, analyze, measure and improve discipline-specific processes and procedures to identify opportunities for continuous improvement
Phoenix, AZ
Major Incident Manager
Phoenix, AZ
Rippin, Yost and Metz
Phoenix, AZ
Major Incident Manager
- Develops recommendations and implements improvements to established incident management methodologies within SunTrust leveraging process improvement approaches
- Provide updates in line with the agreed GTI communications processes, up to GTI P1M Management, GSO management and other LOB management as necessary
- Provide Management reporting on Incident Metrics and Incident Management performance
- Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
- Provide a command and control presence on PAC Manager Bridges, GTI management bridges, and active GTI P1 Incident Calls
- Identify and execute upon continuous improvements for the Major Incident process and the communication framework
- Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
present
Houston, TX
Senior Incident Manager
Houston, TX
Metz, Thiel and Stanton
present
Houston, TX
Senior Incident Manager
present
- Working closely with OCC, Problem/Change Management, technical and business groups to improve our maturity levels and adoption of Incident Management processes
- Provides Incident Management reporting to executive management teams
- Acts as Lead Incident Manager (LIM) of regional incidents and leads cross-functional, international project teams for the management of high-risk incidents
- Point of contact for the client regional manager to establish a formal channel for complaints and incident escalations to ensure “High Client Satisfaction”
- Ensure proper tracking and documentation of the incident, provide regular updates to GISO, Head of Security IT and all managers in charge
- Assist teams in maintaining industry best practice framework, process, and tool knowledge
- Undertake and provide Post Incident Reviews (PIR) for major incidents with the focus on identifying process or operational improvements
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Georgia State University
Bachelor’s Degree in Computer Science
Skills
Skills
- Proficient in the knowledge of IT applications, systems and infrastructure, including good/excellent knowledge of MS Office and Service Now
- Ability to learn quickly
- Should possess 4+ years-prior management experience is highly desirable
- Excellent attention to detail and organisational skills
- Strong organizational skills ? the ability to effective manage multiple tasks simultaneously
- High-energy, confident professional with an ability to remain calm and take control in a crisis
- Excellent People skills with the ability to act with influence
- Excellent inter/intra team working skills balanced with ability to work unsupervised
- Ability to work in tight deadlines and the ability to maintain focus whilst under pressure
- Having a strong character, can do attitude and possess a quality driven and customer focused mindset
15 Incident Manager resume templates
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1
Incident Manager, Digital Services Resume Examples & Samples
- Drive, Communicate, and Escalate P1 Issues Impacting CIG Products and Services
- Obtain and Exhibit Expert Knowledge of CIG Infrastructure, Monitoring, Products and Services
- Obtain and Exhibit Expert Knowledge of the Enterprise Incident Management Process
- Perform Log Analysis to Assist in Troubleshooting in Order to Scope and Quantify Impact
- Maintain P1 Tickets Owned by CIG
- Accurately Document Information for Transition/Turnover
- Manage the Change Review Queue for CIG Production Assurance
- Accountable for Meeting Incident Management SLAs
- Act as Escalation Point for Event Management Team
- Involves some on-call and extra coverage as needed
- Minimum 5 years Incident Management experience in a technical environment
- Minimum 5 years of work experience as a Technical Analyst
- Minimum 3 years Production Operations experience
- Experience in coordinating large groups of resources through troubleshooting efforts
- Comfortable in a fast dynamic environment with an ability to handle multiple tasks simultaneously
- Strong computer skills, including spreadsheets (pivot tables, charts), databases, and PowerPoint
- Strong verbal and written communication skills are essential as are the ability to work in a disciplined manner and to remain composed under pressure
- Demonstrated experience in analysis and presentation of data
- Solid experience with web monitoring and/or web performance tools
- Strong Technical Architecture and Middleware technology skills
- High Technical Aptitude/Acumen
- Ability to quickly process information, correlate, disseminate, and make appropriate risk based decisions
- Ability to work independently and be self-motivated with strong personal initiative and project management skills
2
Senior Incident Manager Resume Examples & Samples
- The key responsibility is to drive and lead the support teams investigating the incident to ensure all avenues of investigation are being progressed in the appropriate manner and at an appropriate level of urgency
- As well as leading the resolvers they will also be required to chair incident calls, maintain timely management communications and perform appropriate escalation for the incident in hand, until restoration of service is achieved
- Due to the nature of this role, strong leadership and communication skills are essential, since they will have to manage and co-ordinate activities between multiple groups whilst maintaining communications to Senior Management in parallel
- The Incident Management process should significantly reduce Business downtime during outages by providing direction, co-ordination and oversight of the issues and is key to CTI’s drive to improving overall quality of service to its customers
- Proven IT Incident and Problem Management skills are essential
- Usage of a professional Incident/Problem Management package is essential
- Strong, broad-based understanding of a Technology Infrastructure environment is essential, along with an understanding of how the services provided by Technology Infrastructure can and do impact the Businesses they serve
- Very strong oral and written communication skills across all levels of the organization
- This role will be expected to take ownership and responsibility for managing incidents and will be expected to display strong authority when dealing with all parties
- This role will co-ordinate and manager conference calls involving multiple technical teams including those from 3rd parties and vendors
- Must be able to logically evaluate technical problems and make decisions on how a solution is to be performed, whilst liaising with both technical and non-technical personnel and different levels of expertise and management
- ITIL foundation or Kepner Tregoe trained on Problem Analysis as a minimum
- Expert certification or Practitioner certification in Incident and/or Problem Management would be desirable
- Educated to University level is desirable but not essential
3
O&t-global Command Center Senior Incident Manager Resume Examples & Samples
- Manage major incidents as part of Global Command Center Incident Management in Asia
- Anticipate issues and coordinate activities with other technology organizations and customers
- Work with business management and heads of technology to coordinate and implement major services/rollouts
- Manage major incidents in day to day operations with the objective of timely resolution of business impacting technology incidents
- Manage the use of standard tools for Incident Management activities performed by relevant CITI and non-CITI group/units
- Support continual enhancement and improvement of effectiveness of tools through appropriate automation and customization
- Work in tandem with other CITI units/groups to help maintain an acceptable audit rating
- Candidates must have previous experience of working within a large scale multiple platforms environment, supporting a large number of devices, financial applications and services
- Proven soft skills in managing indirect reporting lines and managers
- Usage of a Professional Problem Management package, such as ServiceNow, CSI, etc
- Usage of commercial software, such as MS Word, Excel, Outlook Project, Visio etc., is essential
- Additional exposure to other professional software packages is highly desirable
- This role will interact with Senior Business and CTI management as well as highly technical engineers
- Strong negotiation/conflict management skills
- This role will coordinate and manage conference calls involving multiple technical teams including those from 3rd parties and vendors
- Ability to work in a high volume and pressurized financial organization
- The role will be expected to make executive decisions whilst under pressure
- Organized and methodical, ability to multi task, with good time management skills
4
Incident Manager Resume Examples & Samples
- Major Incident Management experience
- Experience working in a support environment
- Good spoken and written English
- Ability to learn new skills quickly with little supervision
- Exposure to ITIL would be an advantage
5
Cib-pim-command Center Incident Manager Resume Examples & Samples
- 10+ years of experience in the information technology field; with an emphasis on of infrastructure technologies including PC, Network, Distributed Computing, and Mainframe/Midrange
- Minimum 10+ years technical support experience with strong troubleshooting skills in a large-scale production environment
- Strong Situational Awareness skill set
- Extensive business service operational support back ground around change problem and incident management
- Experience working within IT in the banking and finance sector is preferred
- Extensive technical breath gained through experience in multiple infrastructure domain architecture disciplines, including experience in application and information disciplines
- Experience in the areas of incident management, problem management, change management, process improvement, and resiliency
- Provide guidance to all support staff(s) and vendors in driving a coordinated approach for results
- Senior level results analysis
6
O&t-incident Manager Resume Examples & Samples
- Ensuring that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impacts
- Making whatever decisions are required to reduce client impact
- The Major Incident Manager is responsible for owning and driving the activities related to the Major (Severity 1, 2, or 3) Incident Management process for Citi's franchise critical applications and services
- Work across one or more shifts in a 24X7 operational team, whose primary function is to drive all incidents globally until resolved
- Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities
- Assist with management visibility into service quality and process effectiveness with comprehensive reporting based on well-designed metrics
- SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc. - Experience in developing ITSM processes (Incident Management in particular). ITIL v3 Certification(s) a plus
- Ability to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership. Strong interpersonal & relationship skills, ability to learn and develop quickly
7
O&t-global Command Center Major Incident Manager Resume Examples & Samples
- Experience running Incidents in a large and complex enterprise environment
- Experience with IT process related industry best practice frameworks and standards (ITIL, ISO20000, ISO9000, etc.)
- Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls
- BS/BA degree or equivalent combination of education/experience – Masters level education a plus
- Experience in an ITSM role preferred
- Minimum 5 years prior experience as a key contributor or owner in a business, technical or application development role. For example, held a senior role in any of the following: SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc
- Multi-lingual in English, Spanish, Portuguese a plus
- Must have strong self-management and be ready to use own initiative
8
Incident Manager Resume Examples & Samples
- Major Incident Management experience - experience working in a support environment within a banking business
- Self-motivated - Ability to work in a team environment
- Experience of Corporate Banking
9
IT Incident Manager Resume Examples & Samples
- Minimum of 7 years industry experience, 2 of which should be in a global or financial services firm
- Solid communication skills required, both written and verbal
- Advanced desktop computing skills on the windows platform
- Advanced proficiency of all applications in the Microsoft Office suite
- Solid coordination and leadership skills and proven to be able to manage large groups effectively through resolution of an incident
- ITIL certification advantageous
10
Incident Manager, Digital Services Resume Examples & Samples
- Drive, Communicate, and Escalate P1 Issues Impacting Digital Products and Services
- Obtain and Exhibit Expert Knowledge of Digital Infrastructure, Monitoring, Products and Services
- Maintain P1 Tickets Owned by Digital
- Manage the Change Review Queue for Digital Production Assurance
11
Senior Incident Manager Resume Examples & Samples
- Ensuring that the appropriate communications are sent to senior management and other stake holders, keeping them advised of the incident resolution progress and of the client impact
- Leadership – Capacity, Capability, and Competency (“Leaders inspire other to take action”)
- Excellent telephone and oral communication skills
- Strong interpersonal & relationship building
- Drive all incidents globally until resolved using “Command & Control” methodology
- 10-15 + years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
- Solid understanding of ITIL methodology
- Industry recognized trouble shooting methodology to be able to ask the right questions
- 10-15+ years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
- University undergraduate BS/BA degree required / Graduate level Master’s degree preferred
- CISSP certification a plus
12
CCO Major Incident Manager Resume Examples & Samples
- The Major Incident Manager is responsible for owning and driving the activities related to the Major (Severity 1, 2, or 3) Incident Management process for Citi's franchise critical applications and services. The successful candidate will join a dynamic Incident Management team responsible for ensuring that all major incidents are handled efficiently with minimum impact to clients
- Train and share knowledge in area of expertise with more junior staff members (i.e. Business aligned support of incidents, for our major lines of business [ICG, GCG, CTO, etc.] or platform aligned [Mainframe, Distributed, Network, etc.])
- Ensure that incident records are fully documented both during and after the incident, including gathering and recording the full incident timeline of events
- Continuous development and daily management of service quality. This includes obtaining measurable improvements in customer satisfaction via reduced Mean Time to Restore (MTTR) services
- Establish and grow relationships with senior team members and global business and technology contacts
- Assist in ensuring that all CTI processes and procedures are adhered to and are in compliance with corporate guidelines
13
Global IT Incident Manager Resume Examples & Samples
- Command & Control presence
- Collaborate with local, regional, and global incident management (IcM) teams to share knowledge of people, process, and technology
- Ensure all Incidents are accurately documented within ServiceNow records
- Build close relationships with Service Assurance teams such as Problem Management
- 10 + years running incidents / situations / crisis events in a large, complex enterprise environment
- 10-15 + years working in a process-driven environment
14
Sirt Incident Manager Resume Examples & Samples
- Review and analyze IS Incidents to identify those that pose a significant risk to the Citigroup franchise and its affiliates, and escalating those IS Incidents in accordance with Citigroup policy and procedures
- Review the details of all reported incidents to determine whether they constitute an IS Incident
- Review and verifying the accuracy of the reported severity level of an incident
- Provide technical subject matter expertise to mitigating risk to impacted parties throughout an incident
- Work with internal and external constituents to minimize risks associated with IS Incidents, including convening appropriate Subject Matter Experts to assist investigations and ensuring that all relevant facts of the IS Incident are properly communicated and reflected in the SIM Application
- Track follow-up documentation related to an IS Incident, including Root Cause Analyses (RCAs), Lessons Learned and SIRT Remediation Plans throughout the incident lifecycle till closure
- Ensuring that SIRT metrics are available to senior management at the business and corporate level
- Oversee the quality, availability, and integrity of the data in the Security Incident Management Application (SIM Application)
- 3 or more years working in an Incident Response role with experience in examining suspicious/malicious network events, analyzing malicious code/exploits, and system/network forensics
- 6 or more years working in IT/IT security, preferably a 24x7 operational environment, or educational equivalent
- Experience in security aspects of multiple platforms, operating systems, software, communications and network protocols or an equivalent combination of education and work experience
- Understanding of networking protocols and infrastructure designs; including routing, firewall functionality, host and network intrusion detection/prevention systems, encryption, load balancing, and other network protocols
- Experience with Reverse Engineering malicious code and Web/Network Penetration Testing is a plus
- Experience with Databases, SQL knowledge is a plus
- Experience writing Perl, Python, scripting, programming, or other languages is a plus
- Experience administering and troubleshooting operating systems, including Solaris, Linux, and Microsoft Windows Server is a plus
- Certified Information Systems Security Professional (CISSP) certified/qualified or ability to actively work towards obtaining certification
- Certified GIAC Certified Incident Handler (GCIH) or demonstrated skills and ability to obtain certification
- Excellent communication skills, analytical ability, strong judgment and leadership skills, and the ability to work effectively with clients and IT management and staffs
- Ability to communicate technical issues to technical and non-technical business representatives
- Ability to understand strategic objectives and vision, and work towards those goals
- Dedicated and self-driven desire to research current information security landscape
15
Incident Manager Resume Examples & Samples
- Incident Manager acts as the single point of contact for customer escalations and service assurance related issues
- Simplifies the customer’s experience
- Provides technical support by prioritizing, troubleshooting, characterizing, reproducing and escalating customer reported problems, and delivers hardware, software and/or application solutions within customer response time targets
- Provides technical support to third-party technical service providers, as applicable
- Establish and maintain professional and productive relationships with our Customers’ Senior Management teams
- Maintains high level of technical product knowledge
- Work with customers, internal teams, partners and suppliers to establish communicate and manage expectations
- Participate in proposal development, Contracts/SLA negotiations and contract interpretation as required
- Provide leadership and coaching to CEP virtual reports in order to meet and/or exceed assigned objective targets
- Keeps abreast of leading edge IT technology in the specific market/industry of the customer
- Proven customer management skills
- Meticulous and adheres to quality delivery at all times
- Ability to deliver outstanding service in a constantly evolving environment
- Strong analytical skills with deductive reasoning capabilities
- Technical know-how: advanced knowledge of Bell Business Market products and services (IPVPN, VMS, BID etc.)
- Interest in acquiring technical and business knowledge relating to one or many customers
- In depth knowledge of telecommunications industry, more specifically in the following fields: LAN, WAN, Voice, IP, Wireless solutions and Internet/Intranet applications (e-mail, client-server applications, security, file server management)
- Solid understanding of the telecommunications industry, specifically competitor products & services
- Proven consulting, communication, negotiation and presentation skills at technical and executive level
- Recognized leader with clear track record of using teamwork to create a competitive advantage
- University engineering diploma or equivalent experience
- Customer facing skills and experience a must
- 5 years or more industry experience
- Available 7/24 for customer escalations
16
Major Incident Manager Resume Examples & Samples
- Lead and organise recovery call during system major outage. Ensure relevant / required support teams are present for the investigation and plan of resolution action. Provide update to senior stakeholders. Update incident record timely
- Drive to reduce downtime: Focusing on recovery and identifying workarounds to restore service as soon as possible
- Act as the regional point person for the global Incident Management team through attending meetings, sharing information during incidents and sharing best practices
- Minimum of 5 years of experience as an Incident Manager in a global bank
- Strong experience working on Major Incidents of both infrastructure and application incidents
- Excellent time management skills, ability to formulate and maintain plan for own assignments
- Weekend and night work required
- Strong stakeholder management skills, with good verbal, interpersonal and written communications
- Strong understanding of IT infrastructure and applications
- ITIL V3 Foundation Certification
17
Incident Manager Resume Examples & Samples
- Making decisions required to reduce client impact
- Scheduling and facilitating Reconvene meetings
- Creating, updating and improving procedures such as Knowledge Based Articles (KBA)
- Knowledge of transactional banking preferred: Payments, wire transactions and ACH
- Statement processing
- Letters of credit
- Third party custody
- Commercial banking / cards
- Knowledge and experience working with a wide-range of enterprise technologies, including but not limited to: Distributed services (UNIX, LINUX, Windows, AS400, etc.)
- Telephony infrastructure, VoIP, TCP/IP, SONET, PBX, ACD, etc
- Middleware (message queues and ESBs)
- Storage (EMC, IBM, Hitachi, etc.), cloud-based file sharing and deduplication
- Proxy servers, web architecture and various virtualization infrastructure
- Security operations, intrusion detection, firewalls and Single Sign On (SSO)
- Leadership – capacity, capability and competency (“Leaders inspire other to take action”)
- Command & control presence
- Active listening
- Ability to multitask and make sound judgments in a fast-paced, high stress environment
- Collaborate with local, regional, and global incident management (IcM) teams to share knowledge of people, process and technology
- Help establish, foster and grow relationships with global business and technology organizations
- Increase technology, business unit and organizational knowledge year over year
- 5 + years running incidents / situations / crisis events in a large and complex enterprise environment
- 5-8 years of interacting with a demanding customer focused service delivery organization
- 5-8 years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
- Solid understanding of ITIL methodologyand demonstrated proficient in the ITIL v3 framework
- 6-9 years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
- Multi-lingual in English, Spanish and Portuguese a significant plus
- Military Service a significant plus
18
Senior Incident Manager Resume Examples & Samples
- Incident reviews to improve and ensure accuracy
- Knowledge of transactional banking preferred: Payments, wire transactions, and ACH
- Letters of Credit
- SQL and Oracle database architecture
- Network infrastructure including but not limited to switches, routers, load balancers, etc
- Mainframe hardware and platforms
- Middleware (message queues, ESBs)
- Storage (EMC, IBM, Hitachi, etc…), cloud-based file sharing, deduplication
- Security operations, intrusion detection, firewalls, Single Sign On (SSO)
- Enterprise Service Management (ESM) platforms such as ServiceNow
- Ability to multitask and make sound judgments in a fast-paced, and high stress environment
- Ensure all ncidents are accurately documented within ServiceNow records
- Procatively identify opportunities for improving Incident Management process “Faster, Better, Cheaper”
19
IT Incident Manager Resume Examples & Samples
- Undergraduate Degree (BS/BA or equivalent combination of education/experience)
- Strong ITIL Methodology experience
- Strong technical and management background in technical systems/environments with experience in operations, support and infrastructure
- Ability to multi-task and persevere in a dynamic environment while maintaining a sense of urgency
- Must have a proven track record of success and be a competitive, self-motivated individual
20
Senior Incident Manager Resume Examples & Samples
- 5-10 years of relevant experience
- 5+ years of experience pulling and analyzing data in support of a technology operations organization
- Demonstrated ability to clearly and persuasively communicate ideas, issues and recommendations
- Strong analytical ability with proven proficiency in synthesizing data into meaningful and digestible data points and actions
21
Major Incident Manager Resume Examples & Samples
- Strong working relationship with Line of Business / ITS Senior Management
- The successful candidate will have a breadth of IT and Business experience
- Be resilient during high impacting Incidents
- Manage multiple activities in short periods of time
- The individual also requires strong leadership qualities with proven experience
- Provide strong leadership, people management and coaching to technical teams
- Identify and implement process improvements that will improve quality, efficiency and reduce costs related to our core IT processes
- The individual will be responsible for timely and accurate communication and coordination of all Major Incidents that may potentially result in service level agreements being compromised
- Ensure that our Major third party technology partners adhere to our Incident, Problem, and Change processes
22
Avaya Incident Manager Resume Examples & Samples
- Identify, analyze and resolve complex problems with Avaya Equipment installed at Customer locations
- Provide break-fix remote support to SME level
- Mentor team members
- Lead customer accounts as Prime engineers for their ongoing issues
- Contribute significantly to client satisfaction and interface with clients with defined tasks
- Expected to be process champ
- Provide Tier-3 Support for Avaya Products like Communication Manager, Session Manager, System Manager, Session Border Controller, System Platform, Modular Messaging, Avaya Endpoints
- Gateways – G250/350/450/430/650, Media-Servers like S87xx, S88xx
- ITIL service delivery model, understanding of SLA’s, Contract Penalties etc
- Substantial exposure with supporting global customers, working in 24*7 environment
- Minimum 3 years of proven experience providing remote post-sales support of software and/or hardware systems for Avaya
- Must possess advanced knowledge of Avaya communication manager, Gateway and Server
- Previous experience with Avaya unified communication products is a must (onsite or remote support)
- Bachelor’s degree in Computer Science or Electrical Engineering or equivalent experience role
- Avaya Certification or Industry Certification – ACE/ACS/ACIS/ACSS preferred or CCNA preferred
- Technical experience in
- TCP/IP internetworking, network security, disaster recovery (preferred)
- End Points, One-X
23
Incident Manager Resume Examples & Samples
- Overall 8 to 10 years of IT Industry experience with at least two years of relevant industry experience
- Strong ITSM Process depth and breadth for Incident management functions. Sound knowledge on Problem Management
- Manages end to end Incident Management Execution for a set of accounts or capabilities
- Drives process improvements for the Incident Management function
- Strong Service Management knowledge. ITIL Foundation Certificate as a minimum
- Process Tool(s): Understanding or knowledge of tools supporting the process (ticketing tools such as HP Service Manager, etc.)
- Problem Resolution: ability to resolve escalation issues or problems
- Excellent communicator in both spoken / written English including explaining technical concepts in non-technical client facing language
24
Incident Manager Resume Examples & Samples
- Establish, Own, Communicate and Maintain procedures for Incident Management within the dedicated account
- Responsible for Incident Management operational tasks e.g
- Strong ITSM Process depth and breadth for incident management. Responsible for end to end Incident Management function for a given account or a set of accounts
- Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills. Should be capable of explaining technical concepts in non-technical client facing language
- Influential, especially in environments where indirect (dotted) reporting lines only exist. Excellent presentation and customer-facing skills
- Attends conference calls and able to work in customer’s time-zone when necessary
25
High Severity Incident Manager Resume Examples & Samples
- The HSIM Team is staffed 24 hours a day, 7 days a week and handles Critical Priority Incidents for both user-generated and alert generated cases
- The High Severity Incident Manager (HSIM) is responsible for the prioritization, coordination and documentation of all incidents classified as Critical and acts as a single point of contact between the Service Desks, Support Group, HP and Customer Management
- Fast, effective High Severity Incident Management is necessary to achieve service levels and customer satisfaction by driving the incident through to resolution
- Customer (Internal/External) Relationship Management
- University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience
- Strong ITSM Process depth and breadth for incident management. Responsible for end to end Critical Incident Management function for a given account or a set of accounts
- Strong Service Management knowledge. ITIL v3 Foundation certification is preferred
- Project management experience, training and certification will enhance the application
- Excellent communication skills: Ability to effectively interact with people regardless of ethnicity. Fluent English language skills. Should be able to comprehend and explain technical concepts to clients in the most basic form
- Influential, especially in environments where indirect (dotted) reporting lines only exist. Team player: Ability to effectively interact with people at all levels worldwide
- Good in organizing meetings and driving the meetings
26
Incident Manager Resume Examples & Samples
- A solid understanding of Cisco services and products
- Acts as a single point of contact for high impact, large account issue resolution through escalation and management across multiple divisions of Cisco
- Provides executive level status updates throughout the lifecycle of an outage-Verbal/Written
- Leads/Drives cross-functional teams to satisfy escalations
- Participates in, with the possibility to lead, business continuity events
- Facilitates collaboration between Cisco and other vendors/suppliers in order to satisfy an escalation or resolve an outage
- Works on complex issues where analysis of situations requires in-depth evaluation of factors
- Provide process training to internal stakeholders
- Involved in analyzing trends for continuous improvement through business analytics and metrics
- Provide guidance leadership to co-workers within multiple Cisco divisions
- Act as an escalation expert to provide support on a global basis
- Receive minimal supervision on routine work, and general instruction on new assignments
- Reports to Manager or Sr. Manager, Advanced Services
- Typically requires AA or BS in a technical discipline plus 5-10 years of experience in a Network Operations Center/ Technical Assistance Center
- Good interpersonal skills and teamwork
- Strong verbal/written communication skills
- Ability to work with internal/external executive level customers with confidence and provide an exceptional experience
- Experience in network operations and customer service
- Teamwork and collaboration
- Acts as escalation point for customers on routine issues
- Acts as escalation point for team members on routine issues
- Activities have an impact at the individual and team level
- Escalates complex situations to Manager/Senior Manager
- Network Management and Monitoring
- Good organizational skills. The position requires that the Team Lead is able to prioritize his/her workload and manage customer commitments
- Experience or Certifications in one or more of the following is preferred
27
Incident Manager Resume Examples & Samples
- Work closely with the team Operations manager to assist with
- Must understand and have worked in an operational environment such as a NOC or IT for 5 years
- Demonstrated leadership experience in the area of Network Operations
- Proven planning, prioritization, and organizational skills
- Experience with developing and presenting customer consumable reports on Operational performance and efficiency
- Firm Understanding of ITIL Process guidelines, with specific focus on Incident, Problem, and Change Management
- Ability to manage projects and drive action items with customers and cross-functional peers
- Proven crisis management skills
- Build internal and external client relations
- Professional & concise communication (written & verbal)
- BS in Engineering/Computer Science/IT and/or equivalent experience
- Certifications: ITIL , Cisco CCNA or better
28
Major Incident Manager Resume Examples & Samples
- Reviewing and identifying major Incidents
- Determining Severity and Impacts of Incidents
- Leading and driving incident resolution and restoration
- Leading technical troubleshooting calls to resolve major incidents
- Engaging the right teams and leaders from across the organization at the right time
- Confirming and executing communication and escalation plans
- Bachelor’s Degree in Computer Science, Information Technology, or equivalent experience
- Ability to drive a technical trouble shooting discussion with confidence
- Ability to communicate effectively (verbal and written)
- Detail orientation and organization skills (being able to juggle multiple priorities)
- Understanding ITIL framework and the objectives
- Broad IT experience, core infrastructure technologies and architecture, preferably in a large corporate environment
- Business Acumen – Sound knowledge of key insurance business functions and business impacts
- Understanding of infrastructure, application, web technologies and database platforms (MS SQL, DB2)
- Deep knowledge of incident management practices
29
Incident Manager Resume Examples & Samples
- Oversee discipline-specific activities across multiple functions including Service Desk, Operations, Engineering, Development, National Lending and business stakeholders. Review and analyze the effectiveness and efficiency of operational processes and develop strategies for enhancements
- Educate and assist IT and Operations support professionals in discipline-specific best practices. Facilitate presentation of recommendations for new or improved processes
- Coordinate and facilitate activities on an ad-hoc or periodic basis commensurate with audit requirements, discipline best practices, and the amount of variability within the system. Take appropriate action on results to help ensure compliance
- Manage high-priority incident communications, including moderating conference lines and providing status updates to managers and key business partners. Provide 24 hour support on a rotating schedule
- Ensure that discipline-specific operational activities are properly documented and reviewed to comply with established controls and procedures
- Communicate discipline-specific status through regular reports and presentations to a variety of audiences, including management and peers in other functional areas
- Analyze Key Performance Indicators to measure the success of discipline-specific processes and procedures and to identify potential trouble areas
- Develop, implement, analyze, measure and improve discipline-specific processes and procedures to identify opportunities for continuous improvement
- 6+ years of experience in an enterprise IT environment
- 2-3 years of experience in an enterprise IT environment working with one or more Service Management discipline(s)
- This role will require after hours and weekend support on a rotations basis
- Ability to raise process awareness and issues to IT leadership, and engage leaders and stakeholders in understanding their roles in delivering process excellence
- Proven ability to develop, implement, measure and improve repeatable IT processes
- Proven ability to work with multiple organizations and gain consensus on how processes should work
- Strong understanding of business services and the capability to translate technical components and technical services into language that is understood by business partners
- Strong relationship management skills to engage business partners and third parties
- Self-starter and self-motivated to learn on own
- ITIL Practitioner or Expert Certification
- Experience with IT service management software suites such as BMC Remedy, CA Service Desk Manager or HP Service Center
- Experience with report generation using Crystal Reports, Business Objects, or similar
- Experience with Incident Management, Problem management, Configuration Management and Change Management processes
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Cib-pim-command Center Incident Manager Resume Examples & Samples
- Minimum 7+ years technical support experience with strong troubleshooting skills in a large-scale production environment Working technical knowledge of infrastructure technologies including PC, Network, distributed computing, and Mainframe/Midrange
- Understanding of fundamental troubleshooting skills and ability to follow prescribed troubleshooting processes and techniques
- Must possess the ability to exercise excellent judgment and decision making skills in the heat of the moment, and understand when to escalate issues
- Ability to understand the technologies and business functions supported well enough to facilitate working troubleshooting sessions
- Extensive business service operational support background around incident management
- Ability to influence senior technology managers across organizational boundaries through formal and informal channels
- Ability to be proactive with a strong bias for action, naturally inquisitive, and bias for continuous improvement of practices / process
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Global NOC Incident Manager Resume Examples & Samples
- Perform daily review, tracking and communications of incidents through root cause resolution and restoration; perform escalation as required
- Conduct client communications and discussions with the business line interfaces on key changes, incidents or change failures
- Provide detailed documentation in support of incidents and problems (i.e. issue analysis)
- Follow-up on Vendor related outages and escalate appropriately
- Logging and trending of issue root cause and resolution
- Provide ongoing support to ensure SLAs are accurately reported
- Development and management of operational playbooks and run books
- Review & audit Incident, Change and Problem Management activities
- Oversee operational driven network implementations (i.e. risk remediation efforts) and administration
- Project management / coordination of high risk operational changes (i.e. power downs, BCM tests), issue analysis, troubleshooting and resolution
- Develop & communicate performance metric reporting for operational management
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Incident Manager Resume Examples & Samples
- Storage (EMC, IBM, Hitachi, etc.), cloud-based file sharing, and deduplication
- Security operations, intrusion detection, firewalls, and Single Sign On (SSO)
- Some of the more essential skills required for executing the objectives of the role are
- Shift oriented resulting in work across one or more shifts in a 24x7x365 operational team
- 5 + years running incidents / situations / crisis events in a large, complex enterprise environment
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Incident Manager Resume Examples & Samples
- The global team operates to a follow the sun model and each geographic team will have global ownership during their core hours being the central point of focus for high impact and complex problems. In addition they will be available on call to support the lead location on any regional escalation
- Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate
- Ensure high touch communication with service managers and key stakeholders until an incident is resolved
- Establish pro-active partnerships with business stakeholders and Service Managers in Geography CTO organisations. Be familiar with service levels and Pearson’s priorities and customer needs to be responsive in the event of incidents
- Work closely with OCC/Service Desk during the troubleshooting process to identify known errors and similar incidents that have occurred in the past
- Work closely with Problem Management to identify Root Cause and Defect Prevention Process investigations. Producing and maintaining all supporting data, documentation and reports
- Work closely with Change Management and Change Advisory Board (CAB) to identify change activity that has potentially impacted the environment
- Ensure adherence and flawless execution of Incident Management processes
- Drive achievement of Service Delivery SLA attainment goal, Transitions and Transformations for all clients
- Contribute to restoring normal operations as quickly as possible
- Input to post incident management information reporting, establishing improvement actions and addressing lessons learned with a view to improving the resilience of the platform and preventing recurrence of known problems
- Input to driving improvement actions or mitigation plans
- Proven technical experience in an Enterprise environment. Minimum 5 years
- Demonstrated ability to lead recovery teams during high-pressure situations, remaining calm and focused under pressure
- Ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand is essential, as is the ability to cooperate with colleagues in other time zones
- Detail and process-orientated and strong customer service skills
- Bachelor’s degree (preferably in Computer Science or MIS/CIS) or relevant experience
- Ideally experienced in operating in a high change global enterprise environment
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Senior Incident Manager Resume Examples & Samples
- Provide 24x7 on call cover for all Major Incidents on a rota basis and cover all major incidents between 08:00 and 18:00 Monday – Friday
- Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate, ensuring appropriate levels of communication to Executives and key stakeholders
- Overseeing multiple incidents at the same time, ensuring Incident Managers are allocated and resources are engaged
- Undertake and provide Post Incident Reviews (PIR) for major incidents with the focus on identifying process or operational improvements
- Provide and maintain staff engagement and motivation, becoming a role model for the team and contributing towards One Pearson
- Share knowledge and experience in the form of coaching, mentoring and training other team members
- Understand and appreciate the impact of incidents on SLA targets, allowing prioritization and direction
- Working closely with OCC, Problem/Change Management, technical and business groups to improve our maturity levels and adoption of Incident Management processes
- Working closely with the Manager Incident / Problem Management to identify and adopt process improvements and develop and maintain a truly global Incident Management Team
- ITIL V3 Foundation or above
- Proven technical experience in an Enterprise environment, at least 3 year at senior manager level
- Proven track record in Incident Management in an Enterprise environment
- Demonstrated ability to achieve objectives via influence of others
- Demonstrated ability to manage multiple incidents during high-pressure situations, remaining calm and focused under pressure
- Coaches teams and has proven experience on how to deliver value-added services through defined processes and practices
- Demonstrates thinking consistent with the global nature of the role
- Inspires outstanding performance in difficult circumstances
- Ability to motivate and influence others
- Helps others learn as teacher, coach and mentor; works to create a climate that values continual learning
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Senior Incident Manager Resume Examples & Samples
- University undergraduate BS/BA degree preferred
- CISCO certification is a plus
- CISSP certification is a major plus
- Multilingual in English, Spanish and Portuguese is a significant plus
- Military Service is a significant plus
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Incident Manager Resume Examples & Samples
- Small to large-scale, highly complex computer systems, system networking
- Database design and administration
- Computer system architecture, design and integration
- Process/flow based activities
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Incident Manager Resume Examples & Samples
- This position is open to job grade senior engineer and specialist only
- The Incident Manager must be fluent in use of the English language
- Demonstrate the ability to lead and manage a technical team
- Ability to select and assemble the required Support specialist(s) and related resources
- Has more than 3 years trouble shooting experience in a Telecom domain
- Must be capable of balancing the need to collect event related data against the need to restore service in the shortest time possible
- Telecom product experience/Ericsson experience is an advantage
- Network knowledge
- Remains open minded when approaching problems, considering all inputs and available alternatives before making decisions
- Ability to remain calm and focused under extremely stressful situations
- Ability to handle highly political situations
- Has a level of customer service skills necessary to handle diverse customer reactions, especially aggressive and/or disruptive
- Must be aware of and be able to convey issues of customer/market diversity to the recovery team
- Ability to guide Global Support specialists through the recovery without impeding data collection for later investigation
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Major Incident Manager Resume Examples & Samples
- Conducts workflow analysis and business process analysis, identifying root cause and finding improvement areas through the use of business modeling tools
- Recommends improvements to processes
- Leverages and challenges processes to identify areas of improvement, ensuring the analysis is in alignment with business initiatives
- Performs cost benefit analysis resulting in recommendations for improvements
- Leads small project teams
- Contributes to long term Operational strategy and roadmaps
- Responsible for major IT systems incident management from initiation through resolution
- Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements
- Responsible for all communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved
- Coordinate, manage and keep chronology of events during incident management conference calls
- Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends; driving down repeat, service impacting failures
- Analyzes and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements
- Researches best business practices within and outside the organization to establish benchmark data
- Collects and analyzes process data to initiate, develop and recommend business practices and procedures that focus on enhanced safety, increased productivity, and reduced cost
- Determines how new information technologies can support reengineering business processes
- Four-year Computer Science or related degree, or equivalent work experience
- 5 or more years of experience including three (3) years of experience in supporting enterprise-level platform
- Excellent Major Incident and Problem Management skills
- Fully competent in delivering oral communications and written reports and presentations
- Expert in the preparation of process and procedure documentation
- Ability to work well with others, as well as independently
- Ability to adapt management style to match the political landscape
- Work under pressure to deliver to agreed deadlines
- Ability to influence process and recommend direction to peers and managers
- Strong decision making capabilities
- ITIL Foundation 3 and relevant Practitioners courses
- Root Cause Analysis skills
- A minimum of three years’ experience of working in IT Service Management
- Lean Six Sigma or equivalent
- ITIL Intermediate
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Command Center Incident Manager Resume Examples & Samples
- Minimum 7+ years technical support experience with strong troubleshooting skills in a large-scale production environment
- Working technical knowledge of infrastructure technologies including PC, Network, distributed computing, and Mainframe/Midrange
- Ability to instantly develop strong rapport and build relationships with individuals and teams at multiple levels of the organization
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Major Incident Manager Resume Examples & Samples
- Work across one or more shifts in a 24x7x365 operational team, whose primary function is to drive all incidents globally until resolved
- Train and share knowledge in area of expertise with more junior staff members (i.e. - business aligned support of Incidents, for our major lines of business [ICG, GCT, CTO, etc] or platform aligned [Mainframe, Distributed, Network])
- Ensure that Incidents records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events
- Continuous development and daily management of Service Quality. This includes obtaining measurable improvements in customer satisfaction via reduced mean time to restore services
- Assist with management visibility into Service Quality and process effectiveness with comprehensive reporting based on well designed metrics
- Proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for ourselves and our customers
- Assist teams in maintaining industry best practice framework, process, and tool knowledge
- Interact with other Production Assurance teams in other sectors to help resolve outages
- Other duties as required
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Incident Manager Resume Examples & Samples
- Act as a center focal point for all departments during incidents and coordinate between them to get the fast results
- Ensure an Action plan / Back Up Plan is created and focused on the restoration within SLA
- Ensure that all required resources (resources, accounts, equipment) are available and up to date
- Setting up of Technical & Management Bridge to facilitate communication during incidents
- Manage and coordinate the escalated requests from MSIP OA, COM and internal stakeholders
- Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence
- Implement and follow Ericsson compliant Business Continuity procedures and special events contingency plans
- Developed skills in knowledge sharing by actively contributing knowledge
- Strong analytical and organizational skills
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Incident Manager Resume Examples & Samples
- 5+ years of relevant experience; 3+ years of hands-on experience with a Service Management tools, such as ServiceNow
- College Diploma or University Degree and/or 5-7 years equivalent work experience
- Experience with managing IT relationship management with clients creating KPI's to support defined SLA's
- Technically savvy
- Extensive experience with standard desktop tools, including Microsoft Office
- Extensive problem solving, organizational and project management skills
- Excellent communication (written and verbal) and relationship management skills
- ITIL Certification 3.0 or higher
- Previous experience in the leadership or SME (Subject Matter Expert) role supporting critical applications or within an infrastructure organization
- Experience in designing and delivering employee training
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Major Incident Manager Resume Examples & Samples
- Establishing the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur
- Experience running incidents in a large, complex enterprise environment
- Deep and wide understanding of Citi’s businesses and operations and/or technology architecture and platforms
- Extensive technical experience – preferably in a leadership or strong individual contributor role in another application or infrastructure organization
- Experience interacting with a demanding customer-base at senior levels and ensuring credibility is maintained through solid delivery against commitments
- Experience with IT process related industry best practice frameworks and standards (ITL, ISO20000, ISO9000, etc.)
- Understands how Citi’s technology infrastructure underpins business objectives – shared services in particular
- Experience in developing ITSM processes (Incident Management in particular)
- ITIL v3 Certification(s) a plus
- Minimum 5 year prior experience as a key contributor or owner in a business, technical or application development role. For example, held a senior role in any of the following: SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc
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Senior Major Incident Manager Resume Examples & Samples
- Ensuring that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impact
- Understands how Citi’s technology infrastructure underpins business objectives – Shared Services, in particular
- Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership
- Technical breadth to be able to ask the right questions, collect the responses and set actions based on information – also to challenge information if the response does not fit the situation
- Excellent telephone and oral skills
- Will be highly-motivated, strong performer
- Experience in developing ITSM Processes (Incident Management in particular)
- Minimum 5 years prior experience as a key contributor or owner in a business, technical or application development role. For example held a senior role in any of the following: SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc
- Multilingual in English, Spanish, Portuguese a plus
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Major Incident Manager Resume Examples & Samples
- Ensure Problem tickets are properly recorded, escalated and assigned
- Accountable and responsible for Emergency change creation, meeting minutes and Emergency Change Advisory Board decision
- Validate Configuration management items in light of monitoring and potential incident resolution
- Identify and execute upon continuous improvements for the Major Incident process and the communication framework
- Service Delivery Center and Business relations management
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Incident Manager Resume Examples & Samples
- 2+ years customer related support
- At least 2 years experience in Service Delivery (including out of IBM experience)
- At least 2 years experience in Customer Related Support
- English: Intermediate
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Sirt Incident Manager Resume Examples & Samples
- Review and analye IS Incidents to identify those that pose a significant risk to the Citigroup franchise and its affiliates, and escalating those IS Incidents in accordance with Citigroup policy and procedures
- 2 or more years working in an Incident Response role with experience in examining suspicious/malicious network events, analyzing malicious code/exploits, and system/network forensics
- 2 or more years working in IT/IT security, preferably a 24x7 operational environment, or educational equivalent
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Senior Incident Manager Resume Examples & Samples
- Working knowledge of and experience with Incident, Problem and Change Management processes
- Working knowledge of GE IT services and applications and how they related to key business areas or equivalent financial services experience
- Working within a Helpdesk/Support environment Technical Knowledge
- Working knowledge of IT systems, software, applications and networks
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VP-senior Major IT Incident Manager Resume Examples & Samples
- Enterprise incident management experience across several IT disciplines
- Third Party Custody
- Commercial Banking / cards
- Problem Solving
- Maintaining a professional demeanor and attitude while being assertive
- Ability and confidence to act with decisiveness on critical decisions
- Exercise influence over a wide range of individuals at all levels of technical & business leadership
- Ability to multi-task and make sound judgments in a fast-paced, high stress environment
- Extensive technical experience – preferably in leadership or strong individual contributor role in other application or infrastructure organization
- Experience of working in a process-driven environment
- Experience with IT process related industry best practice frameworks and Standards (ITIL, ISO20000, ISO9000, etc.)
- Ability to when leading an incident investigation
- Ability to interact with and influence people/groups of widely varying disciplines and backgrounds
- Strong organizational and follow-up skills and the ability to multi-task effectively in a fast-paced high-volume environment
- BS/BA degree preferred
- Multi-lingual in English, Spanish, Portuguese a significant plus
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Avp-senior Major Incident Manager Resume Examples & Samples
- Creating, updating, and improving procedures such as Knowledge Based Articles (KBA)
- Experience running Incidents in a large, complex enterprise environment
- In-depth understanding of general technology infrastructure concepts
- Ability to maintain a professional demeanor and attitude while being assertive
- Strong interpersonal & relationship skills, ability to learn and develop quickly
- CISSP certification a major plus
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Avp-major Incident Manager Resume Examples & Samples
- Facilitating and managing incidents
- Critical Thinking
- Ability to learn and develop quickly
- 5-8 years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
- 5-8 years working in a process-driven environment
- ITIL v3 Certification(s)
- CISCO certifications a plus
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Incident Manager Resume Examples & Samples
- Manage and coordinate the escalated requests from Local Organization or internal stakeholders
- Contribute to and maintain the existing repositories, with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence
- Attend to operational or governance
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Incident Manager Resume Examples & Samples
- 3 or more years of Incident Management experience
- Excellent verbal and written communication abilities, especially the ability to communicate on infrastructure, security, and risk-related concepts to technical and non-technical audiences
- Strong organizational skills – the ability to effective manage multiple tasks simultaneously
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Major Incident Manager Resume Examples & Samples
- Reporting on Availability of major systems, monitoring for trends that increase the reliability of Humana’s key systems
- Bachelor's Degree or equivalent experience (minimum 4 years applicable experience)
- 5-7 years of experience in a large complex, business environment
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Central Incident Manager Resume Examples & Samples
- Strong IT operational support background, within a complex enterprise scale, process driven environment
- Strong analytical capability, with ability to apply it towards analysis of processes, metrics to drive and deliver improvements
- Ability and confidence to interact with and exercise influence over a wide range of individuals at all levels of technical and business leadership
- Minimum of 5 years relevant experience
- Fluent in English with excellent oral & written communication skills
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Incident Manager Resume Examples & Samples
- End to end ownership of incidents with potential or actual business impact
- Drives restoration of impacted service while meeting the required service levels
- Creates problem tickets and associated tasks for root cause investigation of managed incidents
- Acts as overall in charge during a shift managing both application and infrastructure operational teams. Makes decisions on behalf of the group to mitigate risks and ensure business continuity
- Keeps track of operational improvement areas and suggests process improvement base on case studies to Service Owners
- Manages the Incident triage calls, which serves as the single escalation point to Incident Managers. Assess incident priority base on potential risk / business impact and urgency
- Prepares and sends out Incident Notifications across the organization
- Chairs technical meetings and manages tasks across allocated resources from multiple teams. Prepares incident runsheet and ensures tasks are completed on time and in good quality
- Conducts management meeting and ensures customer sign off prior to incident resolution. Works on customer feedback as part of continuous process improvement
- Chairs the Start of Day meeting w/ regional stakeholders to provide and gather feedback on key incidents and major events
- Organizes emergency CAB meetings for urgent changes, reviews change details and sends a sponsorship notification for stakeholders. Overrides approval for emergency changes required for urgent restoration
- Ensures problem tickets tasks are correct and assigned to the appropriate teams
- Tracks operational team compliance to the defined incident, change and problem management processes
- Advanced User skill level for the Process Management Toolkit such as Remedy
- Knowledge of the Bank's Business Units
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Incident Manager Resume Examples & Samples
- Manage Major Incidents that impact Citi’s clients and internal users to restore service in a timely manner
- Manage communication to business and technology seniors about Major Incidents
- Work closely the Problem Management process to ensure follow up actions are accurately recorded
- Working Knowledge of the Microsoft Office suite
- Good understanding of the technical aspects of at least one of Unix, Microsoft Windows, or IBM z/OS based computer systems
- Self-motivated and self-confident
- Good practical experience of Incident Management and/or knowledge of Corporate Banking business
- Exposure to the ITIL framework would be an advantage
- Recent Production Support experience in a financial institution
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Incident Manager Resume Examples & Samples
- Creation and update, as required, service support documents and for NOC process and procedures for handling incidence
- Identify training gaps and provide on-going training to GNOC Provide incidence communications as required. employees for process, policy, and tools used for incident support
- Work to strengthen collaboration and sharing of knowledge within the GNOC organization
- Requires strong knowledge of network monitoring , troubleshooting, and restoration for LAN/WAN, IPT, multicast, network security etc
- Knowledge in hardware architecture, design , and drawings
- Experience and training with principles of KT Analysis, six sigma, lean improvement initiative methodologies, and ITIL standards
- Degree qualification in computer technology, networking , or equivalent
- Must be resilient to change in an evolving environment. Be able to grow and continually develop your skills to meet the needs and challenges of our customers
- Good time management , interpersonal and networking skills
- Excellent written and oral skills, able to explain complex technical issues and resolutions
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Incident Manager Resume Examples & Samples
- The role will be accountable for reviewing and identifying major Incidents 24x7, determining Severity and Impacts of Incidents, managing incidents from discovery through recovery, fix, elimination and customer remediation
- The individual is expected to help facilitate and lead the technical troubleshooting calls of complex and highly visible technology incidents - ensuring maximum system availability, engaging the right teams and leaders from across the organization at the right time. Confirming and executing communication and escalation plans
- The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents to ensure they are properly categorized with respect to actual and potential impacts
- The role will be accountable for major event coordination (such as monthly releases) / planning and support, and continuous improvement, resiliency and stability efforts
- 2-5 years of experience in a complex large IT environment
- Ability to facilitate, drive, orchestrate, and lead large diverse groups and drive Incident with confidence
- Ability to interact with all levels of leadership
- Ability to work with a large cross-functional team
- Ability to communicate effectively (verbal and written). Ensures all communications regarding escalations are planned and orderly, timely and accurate
- Detail orientation and organization skills (being able to juggle multiple priorities). Excellent follow –up skills with the ability to respond under pressure
- Assertive, but not demanding
- Result orientation. Coordinates the resolution of the major incident and development of an agreed action plan and communicates with all stakeholders
- Ability to manage process timelines
- Understanding of infrastructure, application, web technologies and database platforms (SQL, .Net, Oracle)
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Central Incident Manager Resume Examples & Samples
- Driving all activities required to establish the means to resolve incidents and restore business services rapidly as possible
- Have extensive major incident management experience and will grow a deep and wide understanding of our critical systems, services, processes and organization
- Drive continual service improvement across Incident management department and work with our partners to deliver improvements across people processes, and technology in order to increase stability and availability of IT services
- Assist with management visibility into Service Quality and process effectiveness with comprehensive reporting based on well-designed metrics
- Good analytical capability, with ability to apply it towards analysis of processes, metrics to drive and deliver improvements
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NOC Incident Manager Resume Examples & Samples
- Aiding to assure timely and efficient reaction to Voice and Data incidences dispatched to the NOC for troubleshooting and resolution
- Manage incident escalations as they occur
- Identify training gaps and provide on-going training to GNOC
- Provide metrics and reports as required
- Participate in Operational Incident Management meetings and support their global initiative
- Requires strong knowledge of network monitoring, troubleshooting, and restoration for LAN/WAN, IPT, multicast, network security etc
- Knowledge in hardware architecture, design, and drawings
- Degree qualification in computer technology, networking, or equivalent
- The ability to work unsupervised, and must foster cooperative work atmosphere in a diverse global work environment
- Good time management, interpersonal and networking skills
- Able to work under pressure and meet demanding deadlines
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Gti-major Incident Manager Resume Examples & Samples
- Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees; send out the relevant reports after conference bridges and at the end of each incident
- Send email communications to a wide global audience giving details of the incidents you are running with; send Executive Communications as required
- Provide updates on GTI-owned management bridges on current infrastructure issues and actions being taken
- Attend and represent GTI on situation reviews
- Perform Demand Management and Preparation activities
- Review the problem management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team
- Must be able to work unconventional Shifts
- Strong working knowledge of tools such as HP Service Manager, Xmatters, CMDB, TAMS or other applications
- Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks
- Committed to results in a busy environment
- Must possess decisive leadership, and the ability to exercise excellent judgement and decision making skills in the heat of the moment
- Build relationships both from a customer and technical point of view - this involves global interaction
- Must have in depth knowledge and understanding of Incident Management practices and skills
- Certification or strong knowledge of ITIL concepts is very advantageous
- Must be able to work unconventional shifts
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Major Incident Manager Resume Examples & Samples
- Provide a command and control presence on PAC Manager Bridges, GTI management bridges, and active GTI P1 Incident Calls
- Extensive professional experience in incident management or IT operations in a financial institution
- Strong working knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements
- Very strong oral and written communication skills
- Good knowledge and use of incident/problem management tool set e.g. Service Centre
- Strong typing and multitasking skills are a strongly desired
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Level Incident Manager Resume Examples & Samples
- Must be able to work unconventional shifts including weekends
- Coordinate the resolution of critical P1 incidents utilizing technical and business resources in 24x7x365 enterprise organization
- Instigate and chair complex technical bridges with a large audience and hold senior management conference calls to advise LOBs of a major incident occurring in the environment
- Send executive style communications to a global audience providing accurate details of the incident and impacts to the business
- 3-7 years professional experience in incident management or IT operations in a financial institution
- Knowledge and use of incident/problem management tool set e.g. HP Service Center, SharePoint, etc
- Efficient typing and multitasking skills is essential to be successful in this role
- Demonstrated experience working closely with, and across, multiple teams in a global organization
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Incident Manager Resume Examples & Samples
- Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees
- Provide updates on GTI owned management bridges on current infrastructure issues and actions being taken
- Send executive style communications to a global audience giving details of the incident and impacts to the business
- Authoritatively and confidently guide P1 incidents to resolution; may be called upon to make decisions on behalf of GTI in the heat of the moment that may have production impacting implications
- Attend and represent GTI on situation reviews where possible
- Participate in major command centers and critical site tests coverage
- 2+ years professional experience in incident management, practices and skills or in IT operations in a financial institution
- Schedule - Wednesday through Saturday, 8 am to 7 pm, 1 hour for lunch
- Strong working knowledge of a global financial institution in terms of technology/infrastructure and their dependencies and requirements
- Must be able to work unconventional shifts which will include weekends
- Strong working knowledge of tools such as HP Service Manager, Alarmpoint, CMDB, Remedy and collaboration tools such as Sharepoint
- Broad technology understanding across Mainframe, Midrange, Distributed Systems, Storage and Networks
- Strong typing and multitasking skills are highly desired
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Major Incident Manager Resume Examples & Samples
- Coordination and management of Major Incident Management process activities
- Escalation of risks and issues to the Major Incident Management Process Owner
- Supporting Major Incident Management reporting (KPIs and customer SLAs)
- Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
- Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account
- Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
- Drives implementation of standard execution of the Major Incident Management process
- Represents IBM to the customer (valid for nightshift/weekend/holidays) – Shift work 24/7
- Agrees issue definition, action plan and success criteria with customer (during emergency mode)
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Incident Manager With Spanish Resume Examples & Samples
- Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
- Ensure timely communication / information flow towards internal & external stakeholders
- Deliver accurate post incident reports within the agreed OLAs
- Attend the required trainings and courses (technical and soft skills) to increase the current competence level
- Promote Problem Management activities in 1st and 2nd level Assurance. Provide input and support the Problem Manager during initial investigations for root cause analysis
- Ensure all ongoing activities are published in the Hand Over tool or any other dedicated tools that have this functionality. Provide accurate input for the Shift Reports
- Attend to operational or governance meetings with COM, SL, PM, MSIP OA and the TCs from the other teams
- Good skills in interpersonal communication
- True customer mindset
- Flexible and responsive to changing work patterns and demands
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Incident Manager, IP Services Resume Examples & Samples
- Analyses problems in design, configuration, data flow, and data state
- Web, Mobile and Cloud experience a plus
- 3+ years experience in an Enterprise 24x7 Network Operations Center or Production Support environment required
- 3+ years Customer Service experience, Incident and Problem Management required
- 3+ years experience defining, implementing, and monitoring IT service level processes
- Technical expertise in network and server administration with hands on experience
- Experience working in a large (1000+ server) and complex operations environments
- Good understanding of Cloud infrastructure (Network and Server architecture)
- Experience with monitoring technologies
- Xposure and familiarity with change, problem and release management
- Essential Job Function
- Excellent customer service skills with a professional demeanor. Must at all times be able to communicate clearly with all levels of employees, external vendors and management teams
- Excellent organizational, problem solving and project management skills
- Ability to achieve specific results from little direction
- Ability to work under pressure being adaptable and responsive to organizational requirements
- Maintain high degree of self-motivation and independent decision making
- Ability to work and derive creative and practical solutions to complex problems in independent work environment
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Major Incident Manager Resume Examples & Samples
- Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue
- Incident Reviews to improve and ensure accuracy
- Deductive Reasoning
- Help establish, foster, and grow relationships with global business and technology organizations
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Level Major Incident Manager Resume Examples & Samples
- Provide a command and control presence on technical bridges driving work streams and engaging resolvers as well as adhering to all processes, procedures and best practices
- Establish, build and maintain partnerships outside of your immediate team that have a direct relation to your day to day operations
- The achievement of required SLAs
- Minimum of 5 years professional experience in incident management or IT operations in a financial institution
- Good working knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements
- Knowledge and use of incident/problem management tool set e.g. Service Manager
- Proven ability to influence others, especially outside of your immediate area
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Incident Manager Resume Examples & Samples
- Liaising with the Customer as focal point for all high priority & major incidents reported
- Planning, coordinating, and controlling the restoration of simple, complex or high impact of system problems that occur within the production environment of clients’ systems
- Handling conflict situations and making critical decisions while driving incidents
- Developing strong working relationships with support teams and management
- Providing support and participating in the Change Control Board and change control process
- Providing appropriate inputs to the problem management process
- Supporting other team members including Service Restoration Managers and Problem Managers in processes and techniques used to manage major incidents
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Incident Manager / Problem Manager Resume Examples & Samples
- Candidate must possess at least a Bachelor's Degree, Professional Degree or Master's Degree in Computer Science / Information Technology, Science & Technology or equivalent
- At least 10 year(s) of working experience with minimum 3 years ITSM experience/ ITIL Service Manager, especially in Service Level Manager, Incident Management, Problem Management, Project Management, Account/Client Relationship Managemet, Telco Industy Knowledge, People Management
- Possess strong analytical, problem-solving, interpersonal, teamwork, communication, organizational, leadership skills and continuous improvement techniques
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Incident Manager Resume Examples & Samples
- Validating application's issues
- Handling of major incidents according to SLAs
- Acting as an escalation point to expedite incident resolution
- Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties
- Issuing communication during the progress of a major incident
- Identifying appropriate timelines and targets for recovery actions, feedback and communications
- Assessing and agreeing Business Impact
- A basic knowledge of IT hosting environments; general PC hardware / software maintenance skills
- IT Service Management (mainly Incident/Problem/Change Management)
- Alert Monitoring and Actioning
- Being able to build a single business impact statement from multiple technical and non technical sources
- Communication skills, written and verbal – proficiency in English
- Having a strong character, can do attitude and possess a quality driven and customer focused mindset
- Ability to work in tight deadlines and the ability to maintain focus whilst under pressure
- Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time
- Excellent inter/intra team working skills balanced with ability to work unsupervised
- Proactive identification and progression of service improvement opportunities
- Readiness to work in 24/7 shift model
- TIL awareness
- Experience in customer service/helpdesk/service desk
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Incident Manager Resume Examples & Samples
- Act as front line operational incident manager for all production systems/applications
- Coordinate resources and communication on production incidents
- Develop and provide operational metrics for all incidents and problems including backlog, Mean Time to Repair, aging, status, root cause, etc
- Create and support dashboards for metrics and scorecards
- Ensure monitors are producing accurate results
- Provide documentation of common problems and resolution
- Demonstrate the ability to resolve problems quickly, quickly learn new skills and drive results
- Excellent follow-through. Ensure that you are accountable for and effectively executing day-to-day and strategic responsibilities
- Continuously assess and improve processes within your scope, including the impact on upstream and downstream groups, and recommend improvements in processes you and the team interact with
- Demonstrate an entrepreneurial perspective (envisioning new and innovative ideas and approaches and taking them to fruition)
- Must work well in a team oriented environment. Be willing to ask questions and also help others when asked
- Ensure that issues are documented and transitioned to and from the team
- Minimum 8+ years of experience of IT Service Delivery
- Experience working in a large data center environment
- Ability to work in a highly pressurized environment is essential
- Infectious enthusiasm for service delivery, availability management and problem management
- Excellent People skills with the ability to act with influence
- Outstanding communication skills; able to converse at senior management and engineer level
- High-energy, confident professional with an ability to remain calm and take control in a crisis
- Team player and organiser
- Open minded, flexible, and willing to listen for other people’s opinions
- Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels
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Senior Incident Manager Resume Examples & Samples
- Manages critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of service
- Participates in severity incident troubleshooting bridge calls to ensure the proper engagement, coordination and performance of extended support teams
- Carries out quality communication during incidents, to both internal and external audiences, including upper management and CIO-level customer contacts
- Manages high-visibility customer escalations requiring immediate follow-up
- Oversees all critical incidents and customer requests for timely service restoration and effective post-incident follow-up
- Participates in the Problem Management process upon service restoration to ensure root cause is identified and remedial actions are applied
- Ensures effective tracking and documentation of incidents for organizational and executive review, follow-up and strategic planning
- Compiles information of incidents handled for reporting, analysis and continued service improvement purposes
- Performs post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level
- Drives strategic projects to ensure overall improvement in system/solution health and effective overall technical engagement, including but not limited to internal processes, solution quality, system stability, organizational alignment and customer behavior
- 4 years technical experience in supporting high availability solutions
- Proven record of high level of professionalism, maturity and successful performance as an individual contributor is a must
- Proven technical/functional knowledge of Sabre products, or equivalent
- Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflictive situations
- Ability to think critically, analyze, listen, clarify, solve problems and work independently
- Ability to multi-task under pressure
- Proven sense of urgency, attention to detail and high sense of responsibility
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Senior Incident Manager Resume Examples & Samples
- Acts as Lead Incident Manager (LIM) of regional incidents and leads cross-functional, international project teams for the management of high-risk incidents
- Understands risks associated with incidents and escalates them appropriately
- Provides reports/briefings to internal and external stakeholders, both regular and ad hoc as required, to reflect the circumstances and progress of the incident, escalating issues where appropriate
- Develops and maintains professional working relationships with key stakeholders, both internal (e.g. businesses, Infrastructure Functions) and external (e.g. law firm, consultant)
- Presents the results of incidents to relevant stakeholders, ensuring complex and sensitive messages/implications are comprehensively and professionally delivered
- Presents the results of an incident to relevant bodies/committees upon request
- Pro-actively contributes to the further conceptual development (and subsequent implementation) of the IMG mandate
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Incident Manager Resume Examples & Samples
- Knowledge of patch management
- Knowledge of office tools (e.g., Excel) for collecting and manipulating distribution results
- Understanding of software distribution tools such as SCCM, Radia, IEM, WSUS or Altiris
- Excellent teamwork skills balanced with ability to work alone
- Knowledge of Windows / Apple / Linux desktop operating systems, components and configuration
- Knowledge of MMS-PM service line components, tools, technologies & processes
- Knowledge of MMS-PM Factory Model Structure
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Incident Manager Resume Examples & Samples
- 8-10 years of experience with at least 3-5 years related to incident management, program management
- Bachelors or equivalent degree in the field of Computer Engineering, Information Systems etc
- Experience in Agile methodology
- Knowledge of Release management desired
- Experience in Java, SQL, mobile tools is a plus
- Incident Management Certification preferred, ITIL or equivalent
- Self-driven and effective in communication
- Good Inter and Intrapersonal skills
- Experience in working with Global teams and clients
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Major Incident Manager Resume Examples & Samples
- Usage of a Professional Incident/Problem Mgmt. package, such as Service Now. Legacy toolset usage would also be beneficial - VT, Infoman, EMS, CSI and TAS
- Usage of commercial software, such as MS Word, Excel, Outlook Project, Visio etc., is essential. Additional exposure to other professional software packages is highly desirable
- ITIL Foundation Certificate or similar in Problem, Incident and/or Service Management
- Any IT associated qualifications would be advantageous
- Educated to University level is desirable
- Strong communication (verbal and written) and presentation skills. This role will interact with Senior Business and TI management as well as highly technical engineers
- Strong negotiation/conflict management skills. This role will co-ordinate and manage conference calls involving multiple technical teams including those from 3rd parties and vendors
- Ability to work in a high volume, pressurised, financial organisation. The role will be expected to make executive decisions whilst under pressure
- Organised and methodical, ability to multi task, with good time keeping skills
- Dynamic, enthusiastic, confident, reliable team member
- Proactive and flexible in terms of workload and providing cover is essential, due to the nature of the environment and workload
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Senior Incident Manager Resume Examples & Samples
- Facilitating and managing all SEV 1 and SEV 2 High, and SEV 2 incidents
- A solid understanding of Citi’s lines of business with a primary focus of the institutional clients group / markets
- Payments, wire transactions, and ACH
- Knowledge and experience working with a wide-range of enterprise technologies, including but not limited to
- Leadership – Capacity, Capability, and Competency (“Leaders inspire others to take action”)
- Unquestionable Command & Control presence
- Shift Oriented resulting in work across one or more shifts in a 24x7x365 operational team
- Help manage escalation notification and rapid communications to all senior executives and stakeholders across the company
- 10 years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
- 10+ years working in a process-driven environment
- 10-15 years of interacting with a demanding customer focused service delivery organization
- 10 years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
- 10+ years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
- University undergraduate BS/BA degree, however a Graduate (MBA) degree is preferred
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Incident Manager Resume Examples & Samples
- Customer Communications to Director Level
- Managing Customer Escalations
- Hosting Incident Bridges
- Leading Off-Shore Teams
- 1-5 years working in Technical Environment or relevant education
- Cost Awareness
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Major Incident Manager Resume Examples & Samples
- This is a challenging role that provides extensive opportunities for learning new technologies, making new contacts throughout IT globally, influencing the way the IT department operates, and also interface with senior IT Management
- Incident Management is the key function of the ECC but the team also covers other responsibilities including: Problem Management, Change Management and the planning of major events at the divisional level. The job split is approximately 75% ITIL process based and 25% project delivery
- You will be responsible for the management of Severe (S1) and Major (S2) impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues
- You will undertake post incident reviews, with the focus on identifying process or operational improvements
- Your role will include providing team coverage throughout the business day from 07:30 to 18:00LNT on a 9 hour shift basis
- You will participate in the team’s weekend on call rota when sufficient team experience has been gained. Note coverage is follow-the-sun which substantially minimises the on call impact
- You will be responsible for advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management
- You should work with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the ECC)
- You should assist in driving educational, training and communication programs surrounding the ECC
- You will be responsible for the execution of major event projects managed by the ECC such as data center and/or major people center power downs and large-scale enterprise changes or external events
- You should coordination with the global ECC and Business Continuity Process/Disaster Recovery team on any testing that is part of an ECC-managed event
- ITIL V3 Foundation Certificate in IT Service Management
- The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organisation is essential
- Strong organisational skills the ability to effectively manage multiple tasks simultaneously
- Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
- An understanding and experience of the technology used in Investment Banking is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe or sales and trading application support)
- An understanding and experience of data center infrastructure: power / cooling / cabling / racking would be advantageous
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TK, Qapm, Incident Manager Resume Examples & Samples
- Management of Severe (S1) and Major (S2) impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues
- Providing team coverage throughout the trading day starting from 07:30 on a shift basis
- Participation in the team's weekend on call rota when sufficient team experience has been gained
- Execution of major event projects managed by the ECC such as data centre and/or major people center power downs and large-scale enterprise changes or external events
- Involvement in the planning, communication, process management and sign-offs associated with ECC-managed events
- Coordination with the global ECC and Business Continuity Process/Disaster Recovery team on any testing that is part of an ECC-managed event
- Excellent communication skills (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organisation is essential
- Strong organisational skills with the ability to manage multiple tasks simultaneously
- Client focus and ownership, use of own initiative and a proactive approach to work
- Ability to facilitate conversations with large groups of remote people
- Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
- Ability to maintain calm during stressful situations
- Ability to translate technical incidents into business terms
- Adaptability to new processes and expectations
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Major Incident Manager Resume Examples & Samples
- Drive GTI technical response to major incidents, establishing command and control through the entire incident lifecycle
- Strong leadership presence on Major Incidents, driving accountability across all levels of GTI Technical resolvers and Technical Leadership
- Drive collaboration of multiple technology skill sets via technical bridges and use of tele-presence collaboration rooms
- Authoritatively and confidently guide Major P1 incidents to resolution; may be called upon to make decisions on behalf of GTI under pressing circumstances, that may have production impacting implications
- Provide updates in line with the agreed GTI communications processes, up to GTI P1M Management, GSO management and other LOB management as necessary
- Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners
- Must be able to multitask in a stressful environment
- Provide prominent input to proactive monitoring tools development, proactive planning for major implementations and driving preventative diagnosis of possible problem areas across technology landscape
- Support RCA’s being created when necessary and work with the Problem Management team to help drive the technical teams and ensure any actions are completed. Also ensure all information for the MIR is available and identify the key participants in the RCA kick off calls
- Provide administrative and coaching support to P1M team via Scorecards, documentation, and supporting incidents as time permits against driving Major Incidents and providing critical RCA and tool support
- Required to be available for on-call on rotation basis to cover critical events on weekends
- 7-10+ years of experience in information technology with an emphasis on incident management or IT Operations driving the diagnostics, resolution, and root cause of complex Networks, Distributed Applications, or Mainframe Applications performance issues
- Proven ability to provide incident management leadership on technical and business bridges
- In depth knowledge and understanding of Incident Management practices and skills
- Demonstrated ability to multitask and prioritize in a stressful environment; results-oriented
- Must possess decisive leadership, and the ability to exercise excellent judgment and decision making skills in the heat of the moment
- Proven analytical, problem solving, coaching, documentation, and leadership skills
- Demonstrable working knowledge of Application and Systems Performance and Availability management, tools such as Dynatrace, Wily, and Opnet App Internals
- Experience with incident/problem management tool set (e.g. Service Centre)
- Strong oral and written communication skills, along with the ability to effectively communicate to senior management; strong typing skills
- Knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements is a plus
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Major Incident Manager Resume Examples & Samples
- Provide leadership and ownership of major incidents impacting our infrastructure and/or clients
- Coordinate appropriate resources to resolve these critical incidents in accordance with service level agreements and operational level agreements
- Manage communication during major incidents - communications must be concise, accurate, and sent in a timely manner per our documented incident processes
- Lead and coordinate all aspects of technical and business incident bridge calls. This includes moderating the bridge, providing communication and directing resolvers towards problem identification, remediation, and resolution of an incident
- Ensure predictable, consistent, and successful incident resolution
- Ensure incident records are documented properly by all parties involved in incident resolution
- Lead all post incident efforts to determine and document “root cause” and “lessons learned”
- Develops recommendations and implements improvements to established incident management methodologies within SunTrust leveraging process improvement approaches
- Quickly learns and understands the SunTrust culture and becomes knowledgeable about how the organizations work; knows how to get things done through formal channels and the informal network
- Influence and negotiate with senior management and vendors to ensure timely incident resolution
- Typically mentors less experienced teammates on complex incident resolution efforts
- May have people management responsibilities
- Bachelor degree in Information Technology or related field from an accredited university
- 10+ years of hands-on technical incident management experience with at least 5 in the infrastructure space
- Expert knowledge and demonstrated experience in incident / problem management
- Strong demonstrated experience in infrastructure operations (network, server, storage, mainframe, datacenter, etc.)
- Ability to manage and coordinate dynamic teams and individuals across multiple organizations within the company
- Strong ability to excel in and manage high pressure / fast paced situations
- ITIL Foundation certification or strong demonstrated ITIL background required
- Strong sense of ownership & accountability
- Excellent verbal, writing and presentation skills is required
- Proven ability to forge strong relationships with stakeholders at all levels
- Self-motivated with the ability to work with minimal supervision and hit the ground running
- Proven ability to quickly earn the trust of key stakeholders, mobilize and motivate incident resolution teams, set direction and approach, resolve conflict, deliver tough messages with grace
- Strong influencing and stakeholder management skills. Ability to influence others at a senior level to adopt new perspectives
- Sound understanding of business and organizational strategies and processes
- Banking or financial services experience
- Six Sigma or Agile experience
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Incident Manager Resume Examples & Samples
- Provides management and oversight of service restoration processes across multiple business and operational functions to actively govern the performance of product support efforts
- Develops and maintains the Incident Management process including documenting process and procedures in accordance with ITIL standards
- Provide oversight and management to synthesize/bring synergy to multiple initiatives by establishing courses of action for self and others to ensure that work is completed efficiently, adjusting priorities, establishing management routines to effectively track progress and identify issues; removing barriers and leveraging resources
- Interfaces with other teams and customers, as well as vendors, on an as needed basis to discuss incident assessment and facilitate the coordination of resources to resolve service disruptions
- Assist Product Support Managers and Team Leads with the orchestration and deployment of resources (e.g., people,infrastructure, financial, informational) from all associated teams in order to ensure successful service restoration
- Establishes goals and builds roadmaps and plans to achieve targeted results
- Liaises with Service Level Management to ensure all Incidents are resolved within established SLA timelines, and established service improvement plans for any under-performance
- Provides input to Problem Management for the analysis of Incident data and identification of trends. Works with problem managers to build service improvement plans to rectify poor performance
- Monitors the effectiveness of the Incident Management process and works with other teams to ensure continuous strategic improvements
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Incident Manager Resume Examples & Samples
- Primarily responsible in developing, maintaining, driving and monitoring the efficiency and effectiveness of the Incident Management Process
- Interact with Regional and Local Incident Managers to ensure proper process adherence
- Make the necessary recommendations for improvements and thereby close out support and service gaps
- Delivery of IT services globally
- Document process exceptions as needed
- Work with the Knowledge Management area to ensure processes and procedure are documented and updated
- Enhancements to the process and Incident Management tool
- Own and control “end to end” SLAs
- Acting as an operational escalation focal to Whirlpool business units
- Ensuring satisfaction governance for end user services
- Development, implementation and ongoing evolution of the service catalog
- Management of strategic suppliers globally in conjunction with the regional end user services teams
- Managing and developing operational and strategic end user technology that supports the needs of Whirlpool including Service Desk, Desk side Support and printer services
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Major Incident Manager Resume Examples & Samples
- MIM will capture all Major Incident details and update all necessary documents and databases
- MIM will participate in Post Mortem meetings and drive technical team to define root cause
- MIM will provide a Daily call document to all IT Managers and Leadership
- MIM will lead a Daily Call with Managers and Leadership to provide data on recent Incidents, Emergency RFC’s, daily Monitoring Alerts, Post Mortem status and action Items, Ongoing Operational Risks and Special Business processing needs
- Must have prior experience in a similar role leading significant service restoration calls and performing most of the key functions described above
- Must have prior IT support experience; broad technical knowledge base would be helpful
- 3+ years of ITIL process experience (Event, Incident, Change, Problem, etc.)
- 5+ years of experience in an IT Operations or Infrastructure support role (Service Desk, Major Incident Management, NOC, etc.)
- Will be expected to assist with coverage for other regional MIMs during their normal work day due to absence, holiday, etc. which may require additional hours and/or additional or varying work days, possibly with short notice
- Will be required to be part of regular weekend on-call rotation (frequency varies based on staffing and/or business needs)
- Must be reliable and dependable; flexible to changing shifts to ensure proper staff coverage during planned and unplanned absences or special business processing times such as Quarter End/Year End
- Other on-call responsibilities as needed
- Ability to work in dynamic and high pressure situations
- Strong leadership skills; ability to work largely unsupervised and see tasks through to completion without regular follow-up
- Excellent verbal/written communication skills; ability to communicate appropriately with all levels of management
- Solid teamwork & collaboration skills
- Solid Customer facing skills
- Initiative to continually identify opportunities for improvement or add additional business value
- Experience using ServiceNow , Remedy or other incident ticket tracking system
- Reasonable typing speed (~60 wpm)
- IND-CORP
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Incident Manager Resume Examples & Samples
- Provides management coverage and guidance on all P1, P2, and other high visibility incidents including the following
- Provides mentoring and leadership to the shift leads and the engineers on technical and process related issues
- Provides regular executive level updates to all stakeholders (Internal & External)
- Ensures team has an active voice and is driving the troubleshooting at all times. Engages additional resources as needed
- Assign tasks and track follow up actions. Reviews operational metrics and drive team performance
- Conducts internal sync meetings with AS and TAC to ensure unified messaging to customer
- Implements/measures processes to drive team towards SLO goals and to ensure repeatable customer experience. This includes working for new customer onboarding to establish process
- Collaborates with Incident Manager/presents RCA/MPR findings both internally and externally - as required (Reactive)
- Identifies and collaborates on issues that need to be escalated to Problem management (Pro-active)
- Collaborates with Problem Management in effort to collect all proper data for RCA/MPRs and attends collaboration meetings (as required)
- Collaborates with Operations Manager to refine/improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience
- Ensures queue coverage, aligns resources, and approves time off
- Works on complex problems where analysis of situations requires in-depth evaluation of factors
- Manages issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
- Typically requires an AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Center or Technical Assistance Center
- Strong technical experience to include Unified Communications, Data Center or Foundations Technologies
- Ability to work with internal and external executive level customers with confidence while providing an exceptional experience
- 2-5 years experience in a team leadership role while acting as a liaison with external/internal customers
- Good organizational skills. This position requires that the Incident Manager is able to prioritize his or her workload while managing customer commitments
- Strong written/verbal communications skillset
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Incident Manager Resume Examples & Samples
- Drive issues related to firmware and bug with BU team
- Troubleshoot & resolve the incidents and problem tickets within SLA/SLO
- Firmware & Software Bug Scrub, Testing & Validation in Lab
- Simulate the Customer environment within Operate Lab to resolve complex problems and compatibility issues
- Provide Engineering Recommendations & Capacity Planning along with Level-3 Engineers
- ITIL Foundation V3 (mandatory
- Excellent TCP/ IP networking skills
- In depth understanding & hands on Cisco Nexus Switches
- In depth understanding & knowledge of various switching protocols. E.g. STP,PVSTP,MSTP,LLDP etc
- Knowledge, working experience on carrier grade NAT & troubleshooting various CGNAT related issues
- Experience with MPLS technology including L2/L3 VPN and traffic engineering
- Troubleshooting various MPLS & its application related issues. e.g. VPLS/MPLS-TE etc
- Excellent skills in Configuring and troubleshooting Cisco routers and switches
- Experience on Cisco ASR9k,ASR1k & Nexus 5k/7k series platform
- Experience with routing protocols (OSPF, RIP, EIGRP, ISIS and BGP)
- Expertise in QOS design and configuration is a plus
- Advanced Level knowledge in WAN protocols, IP Routing, Switching, Cisco Data Center, Cisco Unified Wireless Solutions, Broadhop, Prime NCS/WCS and QOS
- Advanced Level Internetworking troubleshooting experience, protocol diagnosis and decoding to the packet level
- Medium/Large-scale “Complex” network design skills
- Hands on experience in cisco Routers/Switches /Firewalls
- Automation skill to Analysis of degradation of KPIs and reduce impact on customer satisfaction
- Skill to Generating reports as per corporate and circle requirement
- Good exposure on Network audit such as Revenue, Performance, Security & Configuration
- Advanced Level knowledge of network management, network availability & capacity planning
- Advanced Level understanding of the customer Change Mgmt. process
- Validate new version upgrades for software features and impact analysis
- No personal technology religion, but a desire to become the expert of the customer's technologies
- Demonstrate high-level of maturity and confidentiality
- Attention to detail and stellar interpersonal skills
- Have strong time management skills
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Incident Manager Resume Examples & Samples
- Work on Complex problems where analysis of situations requires in-depth evaluation of factors
- Manage issues/customers by setting expectations and meetings/exceeding those expectations to achieve the highest level of customer satisfaction
- Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
- Preform ad hoc analyses and task as assigned
- Provide guidance and leadership to less experienced engineers
- May require some travel to customer locations in this role
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Incident Manager Resume Examples & Samples
- Operations Assurance activities include but are not limited to
- Minimum 3- 5 years of management experience or similar aptitude
- Bachelor’s degree in Computer Science, Information Technology or a related discipline required
- Knowledge of Service Now, Business Analytics / SQL Reporting 1-3
- Tableau experience preferred
- General IT knowledge including Midrange, Network, Application, Database, and Mainframe
- Strong interpersonal, written, and verbal communication skills preferred
- Ability to work 24x7
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Incident Manager Resume Examples & Samples
- To manage all outstanding incidents, ensuring that these are referred to the correct resolution group (which can be internal or 3rd party suppliers), and providing supervision to these groups over the resolution of incidents and providing an escalation point for any issues raised
- To act as an escalation point for the Service Desk (for both Incidents and service Requests) and as the nominated Major Incident Manager in the case of a serious IT failure, working closely with the Problem Management function
- To provide supervision of Service Desk Analyst staff over the resolution of incidents, providing an escalation point for staff and for customers for all issues regarding incident management and service request management
- To provide assistance and proactive service in the diagnosis and resolution of all incidents, and service requests
- To develop and build customer relationships to ensure a high level of customer service and satisfaction
- To assist the Customer Service Delivery Manager in developing and expanding client services as defined in the agreed SLA
- Provide pro-active incident and problem analysis – regularly reviewing incident records and analysing these to identify trends and to put measures in place to prevent these issues from occurring again. This activity will therefore prevent repeat issues affecting business users, Maintain high availability of IT systems to our customers,
- Reduce the number of incidents generated
- Collaborate with support teams across the UK Service Centre, Proximity teams and Application Management teams to investigate and assess the impact of issues within the production environment
- Service Desk experience working as a Senior Help desk professional or Incident Manager, ideally in a multi- tiered enterprise environment supporting at least 4000 users
- Worked within ITIL or process oriented Service Centre
- Staff supervision / matrix management experience
- Excellent attention to detail and organisational skills
- Able to demonstrate a methodical approach to data analysis and problem solving
- Customer focused attitude and desire to provide continual service improvements
- The ability to multi-task, prioritise workloads effectively and be able to deal with a variety of tasks
- ITIL Foundation certificate (V3)
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Incident Manager Resume Examples & Samples
- Ensures consistent day-to-day Incident Management (IM) process execution across the Consolidated Service Desk (CSD) and other operational segments of ITSM
- Ensures incident troubleshooting scripts and workarounds are developed or captured from supporting vendors, IT Support Groups, Service Cataloging and Enterprise Architecture and stored in the IM Knowledge Repository for the CSD
- Monitors and validates accuracy and currency of the IM Knowledge Repository
- Monitors and validates accuracy and currency of all IM Standard Operations Procedures (SOPs)
- Performs Quality Assurance (QA) activities for the CSD, reports QA findings to the CSD Manager and offers recommendations for quality improvement opportunities
- Facilitates opening of problem tickets with the Process Manager
- Coordinates and collaborates with other vendors and government stakeholders to ensure all major incidents are actively managed, updated and actioned
- Analyzes CSD performance measures to identify root cause of unusual performance, the creates reports that depict the analysis and recommends corrective actions as necessary
- Monitors and analyzes IM process performance for the CSD and other operational segments of ITSM
- Monitors established process metrics and key measurements for the CSD then makes recommendations for corrective actions to the Process Manager as necessary
- Attends IM meetings
- Assists the process manager in facilitating an IM Process Management Group to develop process Improvement recommendations for review/approval by the Process Owner (government)
- Develops reports on incident process performance of the CSD and other operational segments of ITSM and presents those reports to the Process Manager
- Analyzes incident trends, creates reports that depict the outcome of that analysis and recommends corrective actions as necessary
- Manages process effectiveness and efficiency for the CSD
- Provides management information
- Maintains IM processes and system
- Manages major incidents, keeping the process manager abreast of any issues or delays in resolution
- Ensures all incident management processes are documented and adhered to by validating existing processes, creating incident management related standard operating procedures and technician work instructions
- Performs post-incident resolution validation
- Contacts customer satisfaction survey submitters in accordance with survey results procedures outlined within the IM process
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Major Incident Manager Resume Examples & Samples
- Provide leadership to multiple support teams during IT Major Incidents
- Ensure proper lifecycle transition from the Incident to Problem Management processes
- Resolve matters that have been escalated and provide approvals where required
- Work at a detail level with technical teams when required
- Provide Management reporting on Incident Metrics and Incident Management performance
- Perform Incident trend analysis and systemic Problem identification
- Support and promote ITSM framework amongst teams and the wider IT organization
- Manage different Vendors as part of Service Delivery
- Ensure Continuous Quality Improvement on the Vendor side
- Identify best practice opportunities and, where appropriate, share across other Rogers contact centers
- Participate in specific Operations Management activities and special projects or initiatives as required
- Ensure that the Rogers Brand is embraced within Vendor’s environment
- Experience with ITIL methodologies and industry best practices
- ITIL v3 certification, minimum foundation level
- 5+ years ITSM experience in multi-vendor service delivery
- Crisis Management and Communications
- Knowledge of ITIL best practices and process improvements
- Proven ability to analyze and solve a wide range of technical problems
- Understands SDLC, Development Technologies, Infrastructure, Network and Server Architecture, and Project Management methodologies
- Understands organization's existing and planned Information Architecture and Information Management methodologies
- Highly developed analytic, interpersonal and communication skills to influence and engage colleagues and partners, along with a broad understanding of the businesses they support
- Understand IT governance processes, specifically Relationship Management, Operations Management, Demand Management and Value Creation
- Experience in planning and progressing work activities using initiative and independent judgment
- Ability to effectively communicate technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level
- Excellent analytical skills are required
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Incident Manager Resume Examples & Samples
- Lead Technical Bridges during Severity One Incidents owned by the EMEA Region
- Engage in all Severity One Incidents impacting the EMEA Region
- Be responsible for conducting all Severity One and Severity Two Root Cause Analysis (RCA) Investigations
- Provide oversight and management to synthesize/bring synergy to multiple initiatives by establishing courses of action for self and others to ensure that work is completed efficiently,adjusting priorities, establishing management routines to effectively track progress and identify issues; removing barriers and leveraging resources
- Assist Product Support Managers and Team Leads with the orchestration and deployment of resources (e.g., people, infrastructure, financial, informational) from all associated teams in order to ensure successful service restoration
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Senior Incident Manager Resume Examples & Samples
- Assists with the classification and prioritization of incidents as well as analyzing incidents to identify service restoration actions to be taken
- Monitors incident details, investigates, diagnoses and escalates risks and issues to the Change Management and Problem Management teams
- Serves at the key contact for clients, management, and vendors on high client impacting day to day support issues by monitoring service level expectations, evaluating process success and managing the recovery process
- Drives the incident resolution and recovery activities provided by internal and external service provider teams and monitors adherence to Service Level Agreements (SLAs) and alignment with governance of local and global requirements
- Leads the Incident Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization by working with process owners to identify and plan Incident Management process improvement projects, drives cross account-process standardization, and ensures that vendors and internal staff comply with defined processes to deliver an efficient and effective interaction model
- Participates in audit activities related to the Incident Management process
- Provides Incident Management reporting to executive management teams
- 5+ years’ experience with integrated work streams, supporting computing environments, or retail banking
- ITIL v3 Foundations or higher certification
- Six Sigma Green Belt certification
- Prior Project Management experience or PMP certification
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Incident Manager Resume Examples & Samples
- Executes the Incident Management process tasks in adherence with established processes and SLAs
- Assists with classification and prioritization of incidents
- Assists others with identifying the impact of incidents
- Monitoring Incident details, including the Configuration Items affected
- Open internal troubleshooting communication channels (incident conference bridge, IM/WebEx, etc.) using established process
- Keeping internal business partners and external affected customers aware of the status and progress towards resolution of assigned Incidents
- Possible)
- Detection of possible Problems and the assignment of them to the Problem Management team for them to raise Problem records
- Tracking data points for Incident milestones: Detection, diagnosis, repair, recovery, and restoral
- Participation in audit activities related to the Incident Management process
- Escalating the process as necessary per established escalation policies
- Acts as an escalation point to expedite incident resolution
- Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus)
- Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company
- Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities
- High level of PC and Microsoft Office literacy – MS Office (Word, Excel, PowerPoint)
- Self-motivated, self-confident team player that can work well in a fast paced environment (quick on one's feet and a fast thinker)
- Ability to understand and communicate high level technical concepts
- Process driven; leverage existing sustain processes to efficiently execute duties
- Excellent communication both written and verbal; facilitation and elicitation skills to communicate with stakeholder groups
- Basic understanding of ticketing systems and workflow
- Organizational skills and creative thinking skills to manage a wide array of information and activities
99
Incident Manager Resume Examples & Samples
- Establish a standard incident management framework and best practices to support the framework
- Take responsibility for highlighting and promoting Incident (70%) and Knowledge (30%) management processes and other ITIL services by running workshops and driving process improvements via process working improvements
- Take responsibility for continuously improving incident management process and procedures and integrate it with knowledge management processes
- Establish a governance model to measure incident management maturity and report on it on a regular basis
- Interact with various organizations in TS, evaluate incident management processes, identify weaknesses, and recommend improvement plans to mature the functions
- Interact with the vendors to ensure that incident management practices are consistently applied in resolving incidents, thereby facilitating resolution of issues at Level I support
- Collaborate with the relevant stakeholders to improve the process and data quality
- Define key metrics and critical success factors
- Report on key metrics on a regular basis, perform analysis, and identify areas of improvements
- Take responsibility for driving ServiceNow tool requirements to support the incident management process experienced in using JIRA
- Define the incident management process for the product management team
- Take responsibility for defining a target operating model for self-service
- Provide incident management when required
- Provide ideas and recommendations for improvement and automation within the OPM team
- ServiceNow experience
- Advanced ITIL qualifications in Service Transition, Service Operation, or continual service improvement
100
Incident Manager Resume Examples & Samples
- Manage and drive Major and escalated Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
- Act as a central focal point for all departments during incidents and coordinate between them to ensure resolution of incident to SLA
- Ensure an Action plan / Back up Plan is created and focused on the restoration within SLA
- Manage Incident progress and resolution communication throughout lifecycle of Incident to all internal and external stakeholders
- Ensure an accurate audit history is maintained during the lifecycle of an incident in the ITSM tool
- Chair Technical & Management Bridges to drive all diagnostic and resolution activities
- Manage and coordinate the escalated requests from Operations, MSIP, Customers and internal stakeholders
- Deliver accurate PMIRs within the agreed OLAs
- Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures which demonstrate process adherence
- Ensure MI escalation contacts are reviewed and maintained
- Promote Problem Management activities in 1st and 2nd level Support. Provide input and support the Problem Manager during initial investigations for root cause analysis
- Ensure all ongoing activities are published in a handover tool or any other dedicated tools that have this functionality. Provide accurate input for any shift reports
- Implement and follow Ericsson compliant SORG, BCAP and DR procedures and special events contingency plans
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Senior Incident Manager Resume Examples & Samples
- Monitoring, troubleshooting and repairing IaaS and global object storage services
- Operate and ensure proper monitoring of cloud services and related projects
- Develop automation, processes, and tools designed to make responding to and resolving incidents simpler and more robust
- Evangelize and drive best of breed ITIL processes and procedures especially focused on Incident, Change and Problem Management
- Bridge Engineering and core shared operations services
- Participate in troubleshooting, capacity planning and analysis, performance analysis activities
- Advise management on service on boarding strategies and execution
- Mentor team members on areas of subject-matter expertise
102
Incident Manager Professional Resume Examples & Samples
- 4 – Demand planning, Training needs and Knowledge Management
- 5- Commercial reach the given Target
- Building & managing budgets
- Understanding and managing P&L
- Understanding and managing cash flow
- Understanding & managing cost
- Understanding operational and financial ratios
- Return on investment and NPV (Net Present Values)
- Effective usage of financial data for making business decisions
- Business modeling
- Understanding your customer’s business
- Needs-based selling
- Building rapport to gain trust
- Managing customer relationships
- Navigating complex buyer roles
- Influencing buying criteria
- Accelerating the buying process
- Strategic account planning
- Implementation of the Opportunity Lifecycle Process (OLP), Release 4.1 (related to presales) Understand the Phases, Decision Gates, Key Activities, and Deliverables of the Opportunity Lifecycle Process (OLP) version 4.1
- Recognize the OLP Roles & Responsibilities
- Understand your role in the process
- Understand differences between OPL4.0 and OLP 4.1. Process change
- Knowledge in telecom technical domains (engineering)
- Experience in Incident Management & coordination
- Experience in network operations, technical support and/or maintenance
- Experience in Quality management
- Knowledge of E2E Service Assurance Operating Model
- Knowledge Statistical Process Control
- Lean 6 Sigma certification (green belt)
- Knowledge of ITIL/eTOM
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Incident Manager Resume Examples & Samples
- Design, implement and manage the Incident Management process including creating and updating all Incident Management documentation
- Customer impact: work with customer to understand their business. IN conjunction with the customer, identify the critical applications and services
- Direct activities and establish command and control during technology incidents
- Ensure that scenario based escalation lists are established and maintained and implemented as appropriate
- Ensure that event details are gathered to provide necessary communications to customer and VZB teams
- Bachelor's degree in Computer Science or related field preferred
- 7-12 years of experience and subject matter expertise in multiple areas
- Experience managing large scale technology incidents
- Business awareness
- Ability to understand complex business processes and technical environments
- Flexibility in work hours when needed
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Major Incident Manager Resume Examples & Samples
- Graduate or Master Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
- Certification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)
- Knowledge of enterprise-level applications and understanding of Global Delivery model
- 5+ years professional experience, out of which minimum 3 years in IT Infrastructure/networking/ functions
- Previous relevant experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant role
- SAP Basis– Strong Knowledge and Hands on experience of Technical Planning , Installations, Upgrades, Maintenance etc.,
- Technically fluent in Database (Oracle/DB2/SQL Server/MaxDB ) administration, Operating Systems (Unix/Windows/Linux), hardware technologies
- Experience in Performance tuning, Technical reviews and Audits
- Knowledge of High Availability/Disaster Recovery Strategy
- Knowledge of SAP Technologies; e.g. SAP Netweaver or HANA based systems, Solution Manager; BusinessObjects, BusinessObjects Data Services
- Has experience working in a Global/multi-cultural environments
- ITIL knowledge is desirable
- Experience in communication with customers and managing expectations
- Ability to confidently communicate with different layers of the management as required
- Sense of urgency – fast responder
- Manage complex and highly situational cases
- Clear and assertive communication
- Good team player and ability to work effectively in international and virtual teams
- Continually develop SAP solution core skills and business knowledge based on accumulated experience
- Able to provide knowledge transfer from certain technology areas
- Proactive in learning and highly self-motivated
- Proficiency in written and spoken English
- German is an advantage
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Incident Manager Resume Examples & Samples
- Acts as primary point of contact between client and supporting technical teams and acts a bridge on day-to-day basis between internal and client organization
- Responsible to collect and address client’s needs to maximize client satisfaction
- Manages issues and production incidents reported either by the client or by customer care or operations teams
- Coordinates the troubleshooting process and the internal teams/resources involved until full resolution of the incident
- Oversees the overall communication flow, especially during incidents, with both internal and external teams
- Collects data and produce comprehensive and recurrent reporting, and ensures adequate communication
- Ensures the adherence of the incident resolution process with the actions performed, through the utilization of the tools and providing regular updates
- Provides detailed incident reports and leads specific review meetings
- Involves the Technical Expert to provide technical opinion on the solutions adopted during incident resolution and possibly evaluate long term impacts and fixes
- Coordinating external communication
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Incident Manager Resume Examples & Samples
- Support teams in responding to, investigating, managing and resolving high-impact incidents and escalations around product authenticity (counterfeit, trademark, copyright) and safety issues
- Take leading role in drafting and presenting deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports
- Own and/or manage projects designed to improve operational and process efficiency. This will include working extensively with external teams
- Closely monitor media and global events to anticipate and mitigate potential risks. Be comfortable using data to analyze trends, predict and fix problems before they happen
107
Incident Manager Resume Examples & Samples
- Manage high priority Incidents across a multi client base
- Review and monitor live incidents to ensure that they are being given the correct level of attention and are being progressed by Incident Management and Relevant Support area
- Monitor Business Impact of Incidents throughout the Incident lifecycle
- Escalate any “Major Incidents” to the Senior Incident Manager/Duty Manager
- Escalate to support team leaders if calls are not being progressed as they should via Remedy/Telephone call updates
- Set up and chair conference calls
- Identify and implement Service Improvements
- Maintain team governance standards
- Good understanding of the GIS business
- ITIL foundation
- At least 5 years experience/IT background
- Ability to work under pressure with a proactive mind set
- Methodical and able to think on feet
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Major Incident Manager With English & French Resume Examples & Samples
- Being in charge of major incident resolution within complex environments with complete confidence, engaging internal and external support teams globally
- Demonstrate the ability to lead the virtual team of technical resources from all technical areas, driving troubleshooting and recovery with confidence and authority reducing time to repair on major and crisis outages
- Ensure engagement and focus of relevant resolvers for impact and decision making purposes
- Participate and lead Incident reviews for managed incidents
- Run daily Health-check calls and make informed decisions regarding escalation of potential issues
- Leading technical and management conference bridges in a business professional manner
- Participating in other ITIL processes interfacing with incident management in order to ensure overall process delivery
- Actively participating in CSI activities for Major Incident Management process and in global Incident Management community
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Incident Manager Resume Examples & Samples
- Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible
- Setting up IT support systems so end users can utilize systems with minimal issues
- Monitoring the effectiveness of the incident management process and making recommendations for improvement
- Analyze incident trends and recommending corrective actions, as necessary
- Engage and coordinate technical resources across IT support teams
- Ensure incident reports include adequate notes for later review and analysis
- In accordance with DoD 8570.01; Candidate must meet the Information Assurance Technician (IAT) Level II requirements by having one of the following certifications: GSEC, Security+ CE, SSCP, CCNA-Sec, CISSP, CISA, CASP, GCIH, GSEC, or GCED
- Minimum of 2 Years in IT Operations support
- Minimum of 4 years’ experience in 2 of the following technical areas
- Windows Servers Systems, Unix Systems, Networking, Storage, Citrix, server virtualization, Voice over Internet Protocol (VOIP), Database Administration (DBA) (e.g., Oracle, Microsoft SQL Server), Application software support
- Network and application monitoring
- Excellent English Written and Oral Communications Skills
- SOCOM IT Environment and Systems knowledge
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Major Incident Manager Resume Examples & Samples
- MIM will participate in Post Mortem meetings and drive technical team to define root cause 
- Above average keyboarding skills
- Proven track record of collaborative working across service lines and practices
- Able to direct, support and mentor team members
- Able to manage resources to optimize efficiency
- Able to use a process framework, analytical tools and reporting to direct, monitor and evaluate progress and change
- Builds long-term relationships with high level internal colleagues
- Excellent English communication skills (written and oral), with experience interacting with all levels of management
- Ability to work independently and make decisions where necessary
- Competent with Microsoft Office products and especially Outlook
- Competent with voice/video collaborations tools such as MS Lync or Webex
- Capable of multi-tasking in an environment with 3-4 monitors operating from one laptop
- Experience with ITSM tools such as SMD12, Remedy or ServiceNow required
- Ability to work night shift preferred
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Major Incident Manager Resume Examples & Samples
- Knowledge and broad understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email, Messaging Services, Networking)
- Job holder should ideally have experience of managing and supporting incidents with multiple support staff engaged
- Has a background in infrastructure, application support within an enterprise environment
- Professional IT qualifications from vendors such as Microsoft, Cisco, HP, Oracle an advantage
- Experience of leading small teams or workgroups and advantage
- Basic ITIL accreditation in incident and problem management an advantage
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Incident Manager Resume Examples & Samples
- Management E2E of all Major Incidents and Major Incident Risks within scope. These incidents can be complex infrastructure or application failures requiring general knowledge in all aspects of Incident Management
- Management E2E of any High Severity Incidents within scope
- Act as senior escalation point within scope
- Drive Process improvement and adherence within the Major Incident and High Severity Incident Management Processes
- Increase customer perception through consistent delivery of service using Atos core beliefs and standards
- Increase internal stakeholder perception through consistent delivery of service using Atos core beliefs and standards
- Act as support and provide cover were required to Senior Incident Manager
- Ensure the Incident is with the appropriate technical team/s utilising either internal or external teams at the appropriate level
- Ensure the Incident progresses in a timely manner through the identification, incident routing, investigation and resolution stages
- Invoke the Major Security Management Process when applicable
- Agree the Parent Incident to be used as the Major Incident within any communications
- Ensure regular internal update communications are issued, hourly, unless agreed otherwise
- Ensuring invocation communications are sent within 20 mins of a Major Incident being requested
- Brief all agreed roles within the Major Incident Core Governance Team of their Responsibilities
- Schedule the appropriate Bridges as detailed within the Major Incident Process
- Ensure that all roles of the Core Governance Team are maintaining appropriate levels of resource throughout the lifecycle of the Major Incident
- Maintain the Major Incident Checklist throughout the lifecycle of the Major Incident
- Making all decisions regarding the available options for resolving the Incident. Take direction from the technical teams but make any decisions during the Major Incident Management Bridges
- Act as a single point of contact for all updates regarding the Major Incidents progress
- Ensuring an effective handover to Problem Management for the Major Incident Review process to commence (UKP-MMB-2201)
- Ensure ICRs are produced for all Major Incidents within 2 working days of Incident closure
- Information Analysis
- Client Management
- Service Delivery Support
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Major Incident Manager Resume Examples & Samples
- Development of Incident Models
- Responsibility for expediting Services restoration by working closely with other teams including data centers, command centers, subject matter experts (SME), vendors and business aligned technology teams. Activities should include
- Providing a general oversight and management to Incidents
- Reviewing and approving Incidents solutions. Verifying associated solutions. Risk assessment
- Approve transfer of solution / fix to production
- Examine work queue to identify Incidents in jeopardy of missing service agreements
- Ensure proper tracking and reporting of Incidents
- Provide support in improving service levels through the identification of incident trends which impacts service delivery, along with supporting statistical MIS and generic reports. Work with the regional Incident and Problem Managers to identify high impacting and / or chronic Services, which require Intensive Care or Quality Circle focus
- Work with relevant CTI and non-CTI group/units to comply with the Incident and Problem Management process, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with CITMP standards on Incident Management
- Participation in all incident resolution calls to facilitate incident determination, recovery and resolution, calling upon internally aligned groups where appropriate. Attendance on regular Problem Management forums, to represent the Incident Management process. Professionally represent the Service Support Team at all times, regardless of audience or seniority. Part of the initial process must be to allocate suitable incident categorization coding so that the exact type of the call is recorded
- Evaluate Incident records – Review / evaluate Incident records. Ensure proper assignment of incident and severity level determination
- Validate record content to ensure all required fields are properly populated by the designated person
- Continual Service Improvement: Post Incident Review process to enhance processes and procedures. Develop continuous improvement strategies for the functions plus metrics to monitor performance
- Enforcement of Incident Management standards, processes and procedures, ensuring all documented activities are consistently performed to standard
- Review existing MIS for client and internal CTI usage and implement appropriate quality improvements
- Engage with Business Technology teams to drive consistent approaches of the 4 disciplines across the entire O&T organization
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Incident Manager Resume Examples & Samples
- Liaise with Change Manager and Problem Manager regarding planned works and on-going problems. Co-ordinate responses to requests for planned maintenance, system upgrades and service changes originating from distribution and transmission service providers
- Attend to operational or governance meetings with MSIP OA, Operations and other stakeholders
- Provide monthly reporting on Major Incidents and Major Incident performance (SLA)
- Hold post major incident reviews to ensure effective handover to problem management
115
Incident Manager Resume Examples & Samples
- ITIL V3 foundation certificate, additionally ideally either V3 Expert certification or OSA (Service Capability route) or Service Operation (Service Lifecycle)
- Advanced knowledge of all MS Office Suites
- Previous experience of a Major Incident and Service Desk environment
- Previous experience in high priority incident management
- Demonstrable experience managing major incidents to successful conclusion
- Excellent working knowledge of all key service management functions
- Experience effectively managing and resolving conflict
- Knowledge of Service Management tools and the Incident Management process
- Flexible, positive ‘Can Do’ approach
- Strong interpersonal and organisational skills at all levels
- Self-motivator, ability to remain focused when working to specific targets and deadlines
- Ability to work under pressured environment
116
Major Incident Manager Resume Examples & Samples
- Responsible for driving, managing and co-ordinating the response to all critical, major and high priority incidents servicing the Virgin Media Business and/or Residential customer base
- Responsible for clear, accurate and punctual communications to internal stakeholders and customer facing teams
- Responsible for chairing and driving Management and/or Technical conference calls up to Exec Director level
- Responsible for effective internal and/or vendor escalation up to Exec Director level
- Lead and/or Contribute to effective Post Incident Reviews – Engage teams for RCA activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as required
- Single Point of Contact for internal stakeholders for all High Priority Incidents on the Virgin Media network
- Jeopardy Management of some lower priority incidents
- Produce daily and weekly incident summaries for Virgin Media Management teams
- Quality assurance of High Priority Incident tickets within Remedy across all Major Incidents
- Experience in an incident management position
- Good understanding of fault management systems
- Experience in an operational environment, ideally within telecoms or networks
- Ability to understand technical information and relay in business
- Excellent written and verbal communication and presentational skills
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Incident Manager Resume Examples & Samples
- Responsible for maintaining the incident management process
- Acts as the incident owner and providing leadership during major incidents
- Prime for Internal Executive level communication during incident life cycle
- Acts as the point of contact and escalation for customers, service managers and account management teams
- Ensures compliance with incident management processes to ensure effective incident management, tracking, escalation, and timely resolution for all customer issues
- Assesses impact and progress during major incidents to ensure appropriate remediation activities and resourcing is being applied
- Actively manage, monitor and drive resolution of tickets breaching SLA
- Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
- Establish and maintain management reporting on incidents and escalations
- Major Incident Response experience
- Experience in the Telecommunications industry or Equivalent degree from Post-Secondary School
- Innovation skills
- Organized with an aptitude for coordination of initiatives across many teams
- Excellent skills with Microsoft Office (Word, Excel, PowerPoint)
- Customer Service excellence
- A solid grasp of fundamental Telecommunications Best Practices
- Knowledge of Telecom network technologies
- Knowledge of Wireless network technologies
118
Incident Manager Resume Examples & Samples
- Responsible for leading the Incident Process for all RBC infrastructure and applications supporting client facing and internal services 24 hours a day 7 days a week. These incidents are escalated from Global Operations Command Centre, Application Coordinators, Level 1 and 2 Technology Support Teams, various Help/Service Desks, Deskside Support Services (DSS) and various Application Support Teams within RBC and our member companies
- Initiates the Incident Process; has Global accountability to engage the appropriate support teams to address Incidents to minimize client and operational impact and create awareness
- This role will also support the Major Incident Manager and the Incident Management Communications team. The individual is responsible for leading ongoing activities/ initiatives to achieve effective operations, productivity and optimal business performance. Manage and deliver on special projects related to strategy, continual service improvement, relationship management, metrics, process documentation and tools
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Major Incident Manager Resume Examples & Samples
- Establish and maintain effective customer relationships
- Act with a sense of urgency in meeting customer needs
- Exhibit excellent listening skills
- State opinions in a way that encourages dialogue
- Seek information and input from subordinates, peers, manager, and senior leaders
- Understanding of metrics for the MIM process
- Use metrics to measure results
- Identify opportunities to improve performance
- Generate innovative solutions
- Deliver prescribed goals to a standard of excellence
- Seek out opportunities for personal development
- Manage priorities effectively
- Match actions to words
- BS in a technical discipline. MBA, or MS preferred
- Ability and desire to lead the implementation of technical solutions to IT problems in dynamic, high-pressure situations
- Delivers complex messages/subject matter in a style that is appropriate for a broad audience
- Excellent verbal and written communication skills and the ability to interact professionally with a globally diverse group of executives, managers, and subject matter experts
- Developed ability for public speaking, and relaying business critical information to senior leadership on demand
- Writes clearly and succinctly in a variety of communication tools (memos, presentations, reports, etc.)
- 2-3 Experience in statistical analysis of Key Performance Indicators, and confidence in ad-hoc statistical analysis as requested
- Uses knowledge and sound research ability to reconcile conflicts and make recommendations for operational improvements
- Strong analytical and project management skills required, including a thorough understanding of how to interpret customer business needs and translate them into IT operational improvements
- Self-Motivated. Able to work largely unsupervised and see tasks through to completion without regular follow-up
- Willingness and ability to be on prem 12pm-9pm EST/ 9am-6pm PST
- Will be expected to assist with coverage for other regional MIMs during their normal work day due to absence, holiday, etc. May require additional hours and/or additional/varying work days, possibly with short notice
- Regular weekend on-call rotation required (frequency varies based on staffing and/or business needs)
- Must be reliable and dependable and flexible to changing shifts to ensure proper staff coverage during planned and unplanned absences or special business processing times such as Quarter End/Year End
120
Incident Manager Resume Examples & Samples
- Creating course materials, handouts, instructional aids, audio/visual materials and similar teaching aids
- Conducting classroom training
- Ability to explain difficult technical material clearly and patiently to students that have varying levels of proficiency
- Develop and maintain knowledge bases; conduct applied and advanced research methodologies; develops tests, surveys, training materials, data collection measures, statistical and other analyses, and identify, conceptualize and secure new research and development areas
- Prepare training catalogs and course materials
- Incident Manager/Lead/Trainer: Minimum of 8 Years in IT Service Desk Operations support
- Assistant Incident Manager/Lead/Trainer: Minimum of 8 Years in IT Service Desk Operations support
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Assistant Incident Manager Resume Examples & Samples
- Incident Managers require extensive experience with identifying emerging incidents and ensuring their prompt resolution
- Incident Managers directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions
- Upon resolution, the Incident Manager works with their team to establish procedures to prevent future incidents
- Developing and implementing the incident management process
- Ensure that the incident management process is followed
- Perform notifications and escalations within prescribed service level agreements (SLAs)
- Ensure follow-up change tickets are submitted and scheduled as appropriate
- Provide input to problem management teams during root cause investigations
- Identify the best way to approach training requirements, to include, but not limited to, hardware, software, simulations, course evaluation and refreshment, assessment centers, oral examinations, interviews, computer assisted and adaptive testing, behavior-based assessment and performance, and team and unit assessment and measurement
- Develop and revise training courses
- Train personnel by conducting formal classroom courses, workshops, and seminars
- This position requires shift and weekend work
- Meet DoD 8570.01 requirements for this position
- Assistant Incident Manager/Lead/Trainer: Minimum HS Diploma and 8 Years in IT Service Desk Operations support
- Ability to follow procedures under stressful conditions
- CompTIA Security+
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Incident Manager Resume Examples & Samples
- At least one to two years of experience in IT Operations support
- Hands-on experience in support of two or more of the following technical areas: Windows Servers Systems, Unix Systems, Networking, Storage, Citrix, server virtualization, Voice over Internet Protocol (VOIP), Database Administration (DBA) (e.g., Oracle, Microsoft SQL Server), application software support, network and application monitoring
- Ability to follow procedures under stressful conditions
- Written and Oral Communications Skills
123
Incident Manager Resume Examples & Samples
- 1-4 years of directly related experience in systems administration and analysis
- Monitor IMS and reporting incidents with directives 24/7 (with SD assistance)
- Report; Monitor and update Outage tickets hourly 0600-1800 Report
- Monitor and update VIP tickets hourly 0600-1800 Report
- Monitor and update COOP events/activities hourly 0600-1800 Report
- Monitor and update weather events that impact 0600-1800
- Monitor AMs/DMs to determine possible impacts to Service Center
- Monitor and clean-up orphaned tickets
- Monitor and enforce compliance of Incident Management Policy
- Maintain Incident Management policy
- Hosting 0900 EST Situational Awareness Meeting Work to improve situational awareness
- Monitor and facilitate resolution of tickets older than 30 days
- Monitor and facilitate tasks for the Problem Management team Control
- Disseminate and monitor ticket queues
- Knowledge of enterprise Incident and Change management processes and Incident management as a core process
124
Critical Incident Manager Resume Examples & Samples
- Critical Incident and Crisis Management experience
- Experience in infrastructure and application monitoring
- Experience working in fast paced environments in a highly matrixed 24x7 global support model; awareness of international business, cultural norms, and values is a plus
- WAN Fundamentals in a large global environment
- Background as part of a team that delivers and supports application & infrastructure technologies to leading e-commerce solutions
- Strong problem solving skills and demonstrated competency with mobile/web technologies
- Capable of understanding a variety of infrastructure problems, including those that may not have standard resolution methods. Able to convey expertise during real time event mitigation meetings and conference calls
- Familiarity with most of the following: ServiceNow, Splunk, New Relic, Science Logic, Cisco, Juniper, Cloud computing, VMs, Windows, Linux and AWS
125
Incident Manager Resume Examples & Samples
- Workload management among team members, including implementation of innovative ticket/case management techniques
- Assumes leadership role in CMS or cross-functional teams to drive service delivery and/or product improvements
- Represents CMS in Executive Briefing Centre's and TAC tours
- Identifies and works on issues that affect worldwide TAC teams
- BA/BS/BE qualified (favourable - IT, Computer Science, Electrical Engineering)
- 12+ years of experience in a technical management role in a NOC
- Experience in customer support, knowledge of Unified Communications and the competitive marketplace
- Should possess 4+ years-prior management experience is highly desirable
- Complete understanding of and experience in leading a team in applying all elements of Technical Support
- Proven business and technical expertise and extensive customer service engineering experience
- Demonstrates strategic skills
- Manages CSEs of all levels; generally responsible for a team of 10 to 15 + people
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Incident Manager Resume Examples & Samples
- Strengthens existing vendor relationships that thrive on collaboration and improving the working relationship between teams
- Serves as escalation point for timely vendor issue resolution and risk mitigation plans, which may include working with the vendor closely for root cause analysis
- Manage several complex and large scale vendor relationships with or without having a direct contractual agreement with the vendor
- Acts as a liaison between the strategic vendors and Cisco Cloud and Managed Services (CMS) customers, being an escalation point for finance and contractual related issues as they arise
- Is responsible for reviewing and ensuring all billing activities are accurate, and are paid as agreed to, where applicable
- Responsible for ensuring contact and escalation information for vendor engagement is updated and available to the teams
- Escalation point of contact for both internal and external stakeholders when issues arise in regards to vendor engagement. Responsible for driving correct level leadership engagement with the vendor throughout resolution
- May provide general consulting for a specific technology area. Ensures successful execution of Statements of Work
- Leverages key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms and conditions
- Provides timely communication of customer objectives including active support of critical issues, providing executive interface and briefing in writing as well as verbally
- May be involved in developing new product offerings or suppliers, to meet business requirements
- Drives changes across related CMS functional processes in support of the customer by influencing the direction of service across all Cisco CMS delivery team/supplier(s) supporting the assigned customer account base
- Responsible for the delivery of business reviews for the customer account, providing distinct relational data points to customer specific needs
- Develops and presents service engagement documentation, partnership solutions, risk assessment, pricing, and margin analysis
- Demonstrated success as an escalation point, setting the right level of urgency leading portfolio level issues to resolution
- Fundamental understanding of contract terms such as LOA and SLO’s. Able to review a contract and understand and extract key elements to help drive customer satisfaction and vendor engagement
- Able to foster a positive relationship that drives urgency and resolution on behalf of the customer
- Ability to build a solid working relationship with both internal and external stakeholders through trust and integrity to drive proper engagement and quick resolution on behalf of the customer
- Capable of building executive level relationships and communications in order to inform leadership, as well as to tactfully engage as required
- Possesses detailed business knowledge of Cisco products specific to Cisco Cloud and Managed Services (CMS) product suites and/or project/program management in the network space
- Understands financial modeling relative to cost and planning
- Advanced ability to lead virtual teams, including customer or partner teams
- Executive level communications, tailored to unique situations
- Managed services background preferred
- Experience in the systems integration of leading edge technology or large scale/multi-vendor networks
- Experience in business development, partner engagement, project management, negotiation and risk assessment
- Understands and is conversant about Managed Services business value and opportunities
- Able to identify and analyze project or system requirements
- Minimal daily supervision with directives and goals set by Cisco and customer initiatives. Goals, support plans and initiatives reported back to Cisco leadership
- LI-APJ-BH1
127
Major Incident Manager Resume Examples & Samples
- Knowledge of Remedy or similar tools and the Incident Management process
- ITIL awareness , ideally be ITIL certified
- Ability to use initiative, prioritise work and make recommendations for process improvements
- Self motivator, ability to remain focused when working to specific targets and deadlines
- Willing to undergo security checks and able to obtain SC Security Clearance if successful
128
Incident Manager Resume Examples & Samples
- First contact in the investigation and recording of work related and non- work related injuries and incidents
- Provide direction to injured workers and supervisors regarding medical evaluation and treatment of any injuries ranging from 1st Aid to Advanced Life Support
- Follows up with injured workers to determine return to work status and ongoing treatment
- Compiles witness statement and incident reports into a consolidated file and determines root cause of incident and recommends disciplinary and corrective actions
- Create claims file
- Must have 5-7 years of recent Workers Compensation Claims Experience in a Med-Only role
- Must be able to demonstrate knowledge of advanced industry terminology and how to successfully adjudicate medical claims
- Must demonstrate knowledge of workers compensation laws, policies and procedures
- WCCA or insurance certifications preferred
- Understanding of medical and legal terminology
- Strong mathematical calculating skills
- Excellent computer processing skills
- Thrive in a team environment
- Quick and accurate data entry skills
- Basic level proficiency with Microsoft Word, Excel, and Outlook
- Exercises a high level of professionalism and a positive demeanor
- Capable of lifting 15 lbs
- Must be able to pass a drug screen and criminal background check
- Must have a clean driving record (example- no DUI in the last 5 years)
- Regular, reliable and predictable attendance required
- Ability to work well with others in a collaborative team environment
129
Incident Manager Resume Examples & Samples
- Provide production support or technical support to users of a customized or proprietary application. May act as lead
- Allocate work to staff, plan, communicate, evaluate and manage performance by staff. Assess needs for technical development of staff and provide formal or informal training opportunities to staff
- Confer with management of client groups using application(s) supported by group and assess uptime, productive use of application, and needs for further development or enhancements to make application more useful
- Plan, contribute to, or conduct projects for testing software enhancement, developing requirements for system enhancement, revision or development of application, or related projects
- 6+ years of experience as an Incident manager handling incidents, changes and problems in a 24/7 production environment
- 6+ years of experience with IT Infrastructure and applications is required
- Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issues
- Ability to occasionally work on nights and weekends if and when major incidents occur
- Proactively engage and be aware of all issues being reported to the Enterprise command center at all times and manage all aspects of incidents in a timely manner
- Serve as a senior resource on different projects within the ECC and the larger Production Support Services organization
- Hands on experience with MyServices, Remedy, or other ticketing tools is required
- Problem and incident management expertise along with metrics gathering, reporting and analysis leading to process improvement
- Excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels
- Aptitude to multi-task and work well in a high stress environment, both within teams and independently
- Experience working with compliance, audit, outside regulators, and other support organizations while participating in providing solutions in support of the business objectives
- Experience supporting applications operating in UNIX and LINUX environments with SOA and Java components is desired
- Proficiency with Word, Excel and PowerPoint and presenting to senior management using data and information from these tools
- ITIL or PMP certification is desired
- Financial services industry experience is preferred
130
JOC Incident Manager Resume Examples & Samples
- Being part of a multifunctional team providing the technical services that deliver a world class Joint Operations Centre function
- Engaging in critical security activities which will ultimately drive security improvements and have a positive impact on security culture across Barclays and any dependent Business Divisions by providing its common, services and by sharing best practice
- Providing support to operational teams and to brief on the information security threat landscape to senior management when required
- Executing a clear framework for the identification and communication of security incidents managed within the JOC globally
- Participating in a security response capability to ensure that Barclays can call on expert capability and respond rapidly to security events, any time any place
- Consolidate situational awareness of incidents and determine key initial risk impact analysis (impact mapping etc.) for reporting and subsequent updating
- Act as a focal point for all physical security escalations, through management of Hotlines, Team Mailbox and in-person escalations
- Ensure escalations are made in accordance with agreed procedures, and tolerances, to meet JOC user requirements
- Maintain an excellent understanding of reported security incidents, trends and vulnerabilities
- Perform incident response duties and triage incidents for escalation to appropriate subject matter expert teams
- Have the discipline and interpersonal skills to work well in a global environment, complementing teams in other locations
- Instil a culture of quality and continuous improvement to enhance the experience of customers, colleagues, communities and company
- Ensure service offerings satisfy and exceed Stakeholders’ requirements and expectations
- Identify good practice across all locations and to identify and remove unnecessary duplication of effort/services
- Increase automation for all operational processes
- Represent Physical Security interests in internal JOC planning
- Shift work to ensure 24x7x365 coverage
- A good understanding of security processes and technologies including; Threat Analysis, Vulnerability Assessment, Security Monitoring, Compliance Auditing, and IDS
- Ability to write summary reports based on complex data with accuracy, brevity, and speed whilst reporting to the highest levels of the organisation
- A good understanding of the Corporate, Physical Security Environment
- Previous experience in a Security Control Room environment is desirable
- UK Security Clearance (preferable)
131
Incident Manager Resume Examples & Samples
- Strong written and verbal communication skills, including the ability to articulate complex technical issues in a language understood by different levels of business leadership, end users, and technical resources
- Ability to accurately capture details of the incident and provide timely reports
- Able to control bridges and coordinate activities to keep support teams on task
- Basic troubleshooting skills
- Ability to multi-thread problem solving efforts across multiple teams to achieve timely incident resolution
132
JOC Senior Incident Manager Resume Examples & Samples
- Leading a multifunctional team providing the technical services that deliver a world class Joint Operations Centre function
- Maintaining a high profile by engaging in critical security activities which will ultimately drive security improvements and have a positive impact on security culture across Barclays and any dependent Business Divisions by providing its common services and by sharing best practice
- Ensuring that each of the JOC functions maintain regulatory compliance and are able to fulfil its security obligations to internal stakeholders, external customers and appropriate authorities
- Providing security leadership to operational teams and to brief on the information security threat landscape to senior management
- Leading a security response capability to ensure that Barclays can call on expert capability and respond rapidly to security events, any time any place
- Manage the JOC based team and provide leadership, mentorship and guidance to staff
- Perform incident response duties and triage incidents for escalation to appropriate subject matter experts
- Be highly committed both to achieving the deliverables and to the team itself
- Assist with the co-ordination and the setting strategy for managing Joint Operations Centre with the Head
- Fluent English speaking with exceptional written communication skills; ability to write ad-hoc and formal reports
- A good technical understanding of Barclays landscape, or the ability to do obtain such
- A good technical understanding of the threats against the financial industry of both a physical and other methods such as Cyber
- Confident, with the ability to remain calm, controlled and focused in pressure situations
- Ability to identify operational risks and issues in a fast time environment, and take proportionate and appropriate actions
- A good understanding of and keen interest in geopolitics, international security and current affairs
- Deep understanding of Intelligence Principles, Tools and Protocols
- Understanding of Attack Monitoring technologies and capabilities
- Deep understanding of Incident Management procedures, with technical ability to ‘take control and co-ordinate’ major security incidents
- Working knowledge of Barclays’ crisis management handling processes
- Demonstrable capability to be a “Known and Trusted” member within communities of interest within the Cyber domain
- Able to shift well from task to task
- Ability to work concisely when under pressure or with extremely tight timescales
- DV Security Clearance (preferable)
- GIAC Certified Incident Hander or similar certification
133
Incident Manager Resume Examples & Samples
- Issuing debit and credit cards
- Managing the lifecycle of the cards
- Managing relationships with card manufacturers and the issuing provider Equens WorldLine Corporation
134
Incident Manager Resume Examples & Samples
- Investigate, communicate, escalate, and facilitate incident/problem resolution then drive remediation efforts to dramatically decrease the probability of recurrence while increase business confidence in technology services
- Act as the central communications point for IT providing concise, timely and relevant communications from technical response teams to business users at all levels of the organization
- Lead and champion HQY’s “End-to-End Problem Management” program emphasizing superior customer service to all business units
- Refine incident/problem management processes and measurements enabling HealthEquity IT to meet or exceed OLAs/SLAs
- Create comprehensive metrics to generate weekly/monthly/quarterly reporting to not only minimize incident reoccurrences but also provide operational data to drive proactive solutions
- Plan, coordinate, and monitor all follow-up actions by driving cross-functional technology team members to successful completion of assigned remediation tasks
- Actively lead HQY’s weekly Change Advisory Board and own CAB policies, processes and supporting workflows
- Create and refine a Change Management Data Base (CMDB) and understand the relationship of infrastructure topology
135
IT Incident Manager Resume Examples & Samples
- Instigates and chairs technical bridge and management bridge conference calls and assign tasks to the relevant attendees; sends out the relevant reports after conference bridges and at the end of each incident
- Sends email communications to a wide audience giving details of the incidents; send Executive Communications as required
- Authoritatively and confidently guides high priority incidents to resolution; may be called upon to make decisions on behalf of the firm in the heat of the moment that may have production impacting implications
- Statistical evaluation of incidents includes frequency/duration of incidents, incident categorization /prioritization and resolution rates for trending purposes
- In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives
- Identifies service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents
- Provides technical analysis of significant or reoccurring incidents
- Must be able to work unconventional shifts including on-call, nights and weekends
- Extensive professional experience in incident management and understanding of Incident Management practices and skills
- Strong working knowledge of financial institutions in terms of technology/infrastructure and their dependencies and requirements
136
New Incident Manager Resume Examples & Samples
- Immediate response to incidents meeting entry criteria
- Handles moderate to complex incidents including Significant Events and Sr. Leadership communications
- Actively engages other IT groups and/or Business partners to drive service restoration as soon as possible, minimize business impact, and meet SLA targets
- Documents incident details per exit criteria to Problem Management
- Communicates incident status via established templates to various levels of the organization
- Identifies opportunities for and leads process improvement initiatives, including the creation and implementation of new processes
- Provides direction and coaching to Assoc. Incident Manager
- Drives higher level escalations with operational support groups and suppliers
- May be aligned to a Market IT organization, or a Hosting Technology service, and act as primary point of contact to
- Provide named ownership for the Incident Management relationship in order to build a strong partnership. This includes understanding the business and the application portfolios or the technologies supported
- Provide monthly analysis on trends and opportunities to improve Mean Time to Restore (MTTR) performance and stakeholder communications
- Facilitate regular meetings to review performance and to drive improvement opportunities including process training
- Consult with aligned area to ensure incident documentation (i.e. run books and support team coverage) are maintained and up to date
- May provide end-to-end tracking of repeat incidents ensuring that they are resolved through the Problem Elimination process
- Performs basic reporting and data presentation as required
- Performs related duties as assigned or requested
- Bachelor's degree in Computer Science or a related in technical discipline or equivalent experience Minimum of 5 years of related experience
- Extensive working knowledge of Liberty Mutual infrastructure and application architecture
- Related technical certifications in data networking, mid-range and mainframe OS and hardware architecture, storage systems, database, or software design a plus
- Thorough knowledge of IT concepts, strategies and methodologies
- Thorough knowledge of business functions and extensive understanding of business operations, strategies and objectives
- Extensive knowledge of Process and IT service management concepts. ITIL Incident Control training preferred
- Experience in technical problem solving and crisis management concepts
- Ability to promote a team environment
137
Major Incident Manager Resume Examples & Samples
- Be a focal and escalation point for P1 issues requiring more detailed and in depth investigations
- Instigate and chair large technical bridges and hold senior management conference calls to advise LOBs of a major incident occurring in the environment
- Partner with the P1M peers to assist in coordination and identification of Provide “Air Traffic Control” across the various technical estates to
- Provide a command and control presence on technical bridges driving work streams and engaging resolvers
- Establish and maintain relationships within the firm being able to fully support any critical incident as required during high-profile events
- Review the Incident management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team in an effort to reduce P1 incidents
- Professional experience in incident management, practices and skills or in IT operations in a financial institution
- Strong working knowledge of tools such as HP Service Manager, REACT, CMDB, Remedy and collaboration tools such as Sharepoint
138
Incident Manager Resume Examples & Samples
- Recognize and initiate escalation for all system difficulties or outages including switch, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines
- Drive complicated system related issues to resolution across multiple services and groups with little or no supervision. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary
- Work with highly technical staff supporting Windows, LINUX, UNIX and SQL production servers and network devices
- Ensure a consistent method of incident management is followed, including classification, escalation paths and communication protocols
- Respond to server and network related support issues affecting agent tools, and ensure they are resolved to the customer's satisfaction and accordingly to SLA
- Maintain constant contact with any impacted contact centers throughout the duration of any crisis event to provide any needed assistance and report any situational changes to the business
- Initiate and drive process changes designed to improve efficiency and customer satisfaction
- Develop standardization and consistency through process, procedures, change control and workflow management to ensure service excellence
- Partner with key teams across the organization to identify and track key metrics
- Partner with technical staff to drive resolution of escalated customer issues
- Work closely with other technology teams for the deployment, system requirement validation
- Quickly and effectively learns new systems to rapidly identify potential solutions to assist the reduction of MTTR and/or prevent future service interruptions
- Provide drafting and review of technical documentation/process/policy documentation and Trouble Shooting Guides for Tier I personnel
- Provide subject area guidance and advice to team and/or internal business groups
- Real-time monitoring of critical business operations and performance indicators at an interval level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence
- *Shift schedule during training is M-F 8-5, but then will be Tuesday - Saturday or Sunday - Thursday. They also have an on call rotation.***
139
Incident Manager Resume Examples & Samples
- Member of the Special Operations Team to Coordinate and Manage crisis/extended outage situations as part of the incident management function
- Coordinate with various internal/external partners and/or International Service Providers as part of incident management function
- Act as a point of contact for customer issues which get escalated thro’ Account Managers/Service Managers
- Manage crisis situations by arranging conference bridges and war rooms
- Provide updates to Senior Management on a need basis for such situations
- Perform duties in line with ITIL practices
- Ensure that service quality meet IDA code of practice and exceed Service Level Guarantee committed to corporate customers
- To conduct analysis on Incident trending
140
Incident Manager With French Resume Examples & Samples
- Promotes and supports standardization and continuous improvement
- Between 1- 3 years ITIL Operational experience in the Incident Management process
- French language - professional working proficiency
- Relevant industry knowledge and technical Skills
- ITIL Foundation and/or ITIL Intermediate certifications would be an advantage
- Training and certifications: On-going In-depth training with current and emerging products and technologies
- Flexible benefits: Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop
- Compensation: Competitive salary package and relocation bonus for candidates outside West Area
- Extra vacation days
- Choose the country (Romania), then the desire position and click Apply Now
- Complete the registration process
141
Incident Manager Resume Examples & Samples
- Coordinate technical activities and resources and manage organizational communication to ensure timely resolution, adequate reporting and incident communications
- Work with all issue resolution teams to ensure timely resolution of incidents
- Identify service improvement opportunities through trend analysis and other proactive techniques
- Publish monthly Incident Management metrics
- Identify and drive service availability improvement opportunities by executing best practice techniques
- Partner with other Incident, Problem, and Change Management teams within TravelClick for strategy and Planning
- Contribute to the development and sustainment of an enterprise level problem and change management strategy
- Ensure that all new services are documented to deliver the levels of supportability required by the business, and assist in the validation of the final documentation to meet the minimum levels of support agreed by the business for IT services
- Lead or Participate in Root Cause Analysis investigations to identify and drive out required Action Items to ensure no repeated issues are encountered
- ITIL Foundations required (ISO/IEC 20000 Foundation may be substituted for ITIL Foundations)
- BA or BS degree (Computer Science or related field) preferred. Experience may be substituted for education
- Experience in enterprise scale IT departments highly desired
- Proven Knowledge of clustering technology a plus
- Proven knowledge of data storage solutions a plus
142
Major Incident Manager Resume Examples & Samples
- Own all communications during a major system outage
- Experienced successful high level Major Incident Manager
- Incident and problem management experience
143
Major Incident Manager X Resume Examples & Samples
- Total ownership of incidents, problems and change activities that affect service
- Ensuring management and business is kept updated as required
- Ensure post event/incident follow-up actions are addressed as published in any/all preliminary/final analysis
- Review communications history for executive alerts, coaching those who produce alerts that do not meet or exceed our quality and timeliness standards
- Customer facing skills
- Experience with Remedy
- Experience with Training & Project Management
- Understanding of internal customer business needs
- In-depth industry knowledge
- Working knowledge of relevant network protocols (e.g. TCP/IP, UDP, NFS, NTP, OSI, VPN, NAT, TLA)
- Understanding of multiple operating systems such as HP-UX, Solaris, & Linux
144
Major Incident Manager Resume Examples & Samples
- Engage on all Major Incidents and establish Technical & Management Bridges as required
- Assist with non-Major-Incidents upon request from Service Delivery Managers or Service Desk to be raised as Major Incident and ensure the participation of required technical resources and senior tower management in technical bridges
- Establish and maintain customer updates during the incident according defined channels as well as be responsible for provider Management communications via mobile messaging and email
- Ensure good consistent quality updates are maintained and create a Major Incident record in ITSM tool, update and maintain quality of the data in the record
- Gather appropriate resources (Management and Technical) and if applicable customer representatives and subject matter experts into the Major Incident Resolution Team
- Build strong linkages with all core ITIL processes as part of the end-to-end process (e.g Problem Management)
- Graduated successfully from university with a degree in Computer Science or MIS or similar qualifications with a technical and/or business background
- At least 10 years of professional experience in complex and/or global projects/service- operations as well as Management Communication and Quality Management
- Minimum 5 years technical experience within IT as well as in-depth knowledge of incident management and other service management processes
- Applications or an infrastructure background with Service Management experience
- Experience working out of hours shift patterns, on-call duties are likely and out of hours work may be required at short notice
- The ability to perform in a high pressure environment
- Lead and stay in command
145
Major Incident Manager Resume Examples & Samples
- Manages the Incident triage calls, which serves as the single escalation point to Incident Managers. Assess incident priority based on potential risk / business impact and urgency
- Keeps the incident ticket compliant with the required information and regularly updated
- Chairs technical meetings and manages tasks across allocated resources from multiple teams. Prepares incident Runsheet and ensures tasks are completed on time and in good quality
- Decides and triggers both technical and hierarchal escalations
- Invokes and assists on implementing BCP procedures for infrastructure, applications, resources and offices when required
- Manages emergency power downs of devices in the data centre or communications room
- Reviews and sponsors Urgent changes required to resolve an incident or to meet target deadlines
146
Incident Manager Resume Examples & Samples
- 1) At least 4 years' experience supporting an operations or production environment
- 2) At least 3 years' experience setting up the processes of addressing/solving problems in a production environment
- 3) At least 3 years' system administration background/concepts (Linux SSH capabilities)
147
Incident Manager Resume Examples & Samples
- Knowledge of infrastructure technologies such as, but not limited to, different Unix service platforms, Wintel systems, relational database systems, networking protocols and topologies, and collaboration technologies
- Vendor management/relationship experience
- Service management toolkit experience such as Remedy
- Cloud technology exposure
148
Lead Major Incident Manager Resume Examples & Samples
- Take full responsibility for Major Incident management from initiation until an acceptable client work around is in place
- Will assess, react, manage, resolve & restore the services
- Own all communications during a major system outage to all internal & external key stakeholders
- Modify Major Incident Manager Procedures and Responsibilities on an as needed basis
- Skills Required
- Customer facing skills including managing senior key stake holders
- Experience working within Service Management Tool Sets such as; Remedy, Service Now & Astea Alliance
149
IT Central Incident Manager Resume Examples & Samples
- Managing all activities required to establish the means to resolve incidents and restore business services rapidly as possible
- Executes the Global Major Incident Management process tasks in adherence with established processes
- Ensuring that the appropriate communications are sent to senior management keeping them informed of the incident and its impact
- Managing outages, performing impact assessments, managing and coordinating resolution, including incident calls, escalating (both technical and hierarchic), as well as coordinating all incident support activities
- Manages day-to-day delivery of the major incident management process. This includes managing and coordinating resolution, escalation (both and hierarchical), as well as coordinating all major and non-major incident activities
- Capture, triage and escalate incidents to technical teams as necessary. This includes actively engages other IT support groups to manage service restoration as soon as possible, minimize business impact and meet SLA targets
- Performs initial impact assessments with classification and prioritization of incidents
- Open internal troubleshooting communication channels (incident conference bridge) using established processes and tools and communicate progress and resolution messages to appropriate stakeholders
- Keeping internal partners and stakeholders aware of the status and progress towards resolution of assigned incident
- Provide incident reporting, including detailed description of incident from detection through resolution. Manages and ensures that incident records are fully documented both during and after incident, gathering and recording the full incident timeline of events, including monitoring incident details
- Tracking process efficacy using established Key Performance Indicators (KPIs) according incident milestones: detection, diagnosis, repair, recovery and restoral
- Manage continual service improvement across Incident management department and work with our partners to deliver improvements across people processes, and technology in order to increase stability and availability of IT services
- Assist with management visibility into Service Quality and process effectiveness with comprehensive reporting based on well-designed metric
- Manage and ensure the delivery of post-mortem incident reviews with stakeholders, managing towards root cause identification if possible, potential corrective actions and creation of incidents summaries
- Works across two shifts in a 8*5 and weekend on-call supporting a global operational team (Global Support Model), whose primary function is to manage all major incidents until resolved
- The successful candidate will be a team member of 5 CIM's and must have the ability to perform well under pressure, managing numerous competing priorities
- The candidate will be extremely customer focused while ensuring incidents are managed with assertiveness while aggressively mitigating impact to restore service customers
- Excellent IT operational support background, within a complex enterprise scale, process driven environment
- Good analytical capability, with ability to apply it towards analysis of processes, metrics to manage and deliver improvements
- Highly motivated with solid sense of ownership and responsibility; takes initiative to manage improvements, and grow skills over time
- In-depth understanding of technology, with capability to ask the right questions, filter responses, & challenge information if it does not fit
- Proven coordination and leadership ability in the context of being able to manage large groups of technical contributors during major incidents and retain control of fast paced conference calls
- Minimum of 5 years industry experience
- Solid operational, helpdesk or support background involving level 1 and level 2 analysis and resolution of problems
- Knowledge and/or exposure to, several different technical disciplines such Unix, Windows, networks, mainframe, Web, database
- Excellent oral & written communication skills
- Experience of management frameworks such ITIL v3
- ITIL v3 certificate is required, IITIL Intermediate certificate would be an advantage
- Previous experience as a Leader would be an advantage
150
Critical Incident Manager Resume Examples & Samples
- Responsible for maintaining daily tracking of delivery schedules and Service level agreements
- Provide detail reports to all levels of management and staff about the current status of delivery, delivery strategies, vendor performance, and industry trends
- Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware
- Maintains passwords, data integrity and file system security for the desktop environment
- Recommends hardware and software solutions, including new acquisitions and upgrades
- 12 years of IT Operational or Business Operations experience delivering, managing and improving service
151
IT Major Incident Manager Resume Examples & Samples
- Ensuring that the appropriate communications are sent to senior management keeping them informed of the icident and its impact
- Making decisions required to reduce impact
- Have extensive major incident management experience and will grow a deep and wide understanding of our critical systems, services, processes and orgnization
- Establish and grow relationships with senior team members, global business and technology contacts
- Experience with IT process related industry best practice frameworks & standards
- Motivated with a committed sense of ownership and responsibility; takes initiative to drive improvements, and grow skills over time
- Ability to maintain a professional demeanor while being assertive
- Good interpersonal & relationship skills, with team oriented collaborative approach towards addressing challenges
- Ability to adapt to a frequently changing environment
- ITIL v3 Certifications(s) a plus
152
Incident Manager Resume Examples & Samples
- Management of Severe (S1), Major (S2), Minor (S3) impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues
- Undertake post incident reviews, with the focus on identifying process or operational improvements
- Participation in the teams weekend on call rotation when sufficient team experience has been gained
- Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management
- Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential
- Strong organizational skills ? the ability to effective manage multiple tasks simultaneously
153
IOC Incident Manager Resume Examples & Samples
- Bachelor’s degree required or equivalent combination of education and experience
- 3-5 years of general experience in one or more of the following areas; PC support, Networking, Applications, Programming Languages, Databases, Server Technologies etc
- Must be available and willing to work from 6 PM to 6 AM Mountain Time on a rotating schedule of 3 days on, 4 days off/4 days on, 3 days off
- Work effectively as part of a support team, foster team cooperation
- Effectively communicate technical information to both technical and non-technical personnel
- Ability to provide remote support effectively
- Require a low level of supervision and will base decisions on experience
- Appreciates working in dynamic, fast paced environment
154
Incident Manager Resume Examples & Samples
- Provide support and participate in the Change Control Board and change control process
- Provide appropriate inputs to the problem management process, RCA preparation
- Develop an understanding of the clients organizational structure and infrastructure environment
- Drive group chats and bridge calls effectively to resolve incidents
- Prior experience of sending out executive alerts/communication mailers
- Handle conflict situations and make quick decision while driving incidents
- Operations working knowledge on ITIL Environment
- Manage and drive third parties to the quick resolution of incidents
- Good understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email and Messaging Services and Networking, etc)
- Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management
155
Incident Manager Resume Examples & Samples
- 1 year of Tier 1 technical support experience
- 1 year of experience working with ITIL Incident, Problem and Change Management principles
- 1 year of problem isolation/resolution, impact verification, troubleshooting, communication, escalation, coaching and facilitation experience
- 1 year supporting desktop, networking, server, distributed-systems, mainframe, voice/data, and Web technologies in an enterprise datacenter environment
- 1 year providing advanced verbal and written communication to all levels of staff including senior management
- Ability to remain calm and confident while working in a volatile and dynamic environment with many concurrent activities
- Prioritization and time management skills are a must
- Ability to work effectively with customers, and IT staff in a team setting
156
IT Incident Manager Resume Examples & Samples
- Producing management information, including KPIs and reports
- Monitoring for process effectiveness and making recommendations for improvement
- Ensuring that all IT teams follow the incident management process for every incident
- 5+ years of related network / infrastructure experience
- 3+ years of experience as an Incident Manager experience in a large - scale, multi - platform environment, supporting 24x7 operations
- Background in technical support, operations or systems engineering and architecture
- Strong fault finding / diagnostics / trouble - shooting skills
- Effective time management skills; with the ability to process multiple tasks simultaneously
- Experience with prioritizing tasks due to shifting priorities
- Ability to apply expert knowledge of enterprise operations to the most complex problems and to direct, train, and guide less experienced staff
- Excellent technical, organizational and management skills
- Proven strategic thinker, strong decision making and delegation skills
- Proven to be dependable, accurate and results focused
- Accreditation for ITIL framework
- Strong interpersonal skills and focus on building a strong team culture
- Strong verbal and written communication skills
- Calm under pressure with the ability to multi task and re - prioritize workload accordingly
157
IT Incident Manager Resume Examples & Samples
- Perform analysis of business issues, provide recommendations for possible solutions, work with Business users and IT project teams to drive decision making and define requirements for application development, ensuring that business needs are being met
- Work with IT and Business partners to build support processes and procedures, provide ongoing support to manage application SLA’s, resolve a majority of the problems and fulfill service requests that do not require application development
- Analyze opportunities to improve application reliability, provide recommendations for possible solutions, work with IT and Business partners to implement solutions that enhance application and infrastructure reliability
- Assist with the development and maintenance of the business requirements process used to define requirements for systems projects, assist with the definition of project scope and create appropriate scope documentation
- Strong requirements elicitation and conflict resolution skills
- LI-EV1
158
Incident Manager Resume Examples & Samples
- Monitor the workload per Incident Analyst
- Monitor the incidents to ensure that the Service Level Agreement are met
- Ensure the closure of all resolved and end-user confirmed Incident records
- Bachelor's Degree in Information Technology
- 5 years experience in IT management or Incident Management
159
Incident Manager Resume Examples & Samples
- Coordinate Service Restoration Teams (SRTs) in effort to restore services disrupted by failure of infrastructure components
- Work closely with program resources to manage and report status of critical incidents
- Ensure that appropriate government and CSC personnel are notified of critical incidents and the progress being made to restore service
- Provide ad hoc briefs to government and CSC personnel on the status of critical infrastructure degradations and outages
- Strives to execute activities with integrity and an uncompromising spirit of customer advocacy and commitment
- Experience in Response Management
- Previous experience in a support or customer-facing role
- Ability to coordinate a large group of analysts, engineers, other support staff, and managers in the resolution of critical incidents
- Ability to take charge of an incident and see it through to resolution
- Ability to focus on service restoration without being sidetracked on determining root cause
- Experience working with BMC Remedy
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Incident Manager Resume Examples & Samples
- Bachelor's Degree in Computer Science/Engineering or related field
- Knowledge of various internet related technologies (HTTP, DNS, network protocols, Unix, streaming)
- Strong analytical skills and technical writing skills
- Excellent communicator who can disseminate information (verbal and written) in a clear manner to both business and technical audiences
- Must be independent, self-motivated, team player with a people-oriented personality capable of managing multiple priorities and commitments
- Strong team player who enjoys working in a fast-paced and sometimes high pressure atmosphere
- Experience developing methods and best practices for delivering outstanding service and participating in knowledge sharing
- Experience of Web site and / or Media delivery
161
Major Incident Manager Resume Examples & Samples
- Command high profile, major and crisis technology incidents within complex environments with complete confidence
- Engaging internal and external support resource globally
- Responsible for effectively validating the full and/or extended incident impact, assigning the relevant severity of all incidents and executing the correct level Incident Management process timely
- Accountable as single source, delivering clear, timely and accurate stakeholder and technical communications, across the business and technology, including senior and executive management
- Own the all problem management activity for managed incidents. Driving with focus and urgency the mitigation of root cause
- Produce comprehensive incident and problem reports to a variety of audiences in a variety of formats, ensuring effective publication at senior and executive management level
- Drive positive collaboration across all operational and technology functions, leading initiatives and improvements across the organisation
- Lead high profile meetings and events with attendees up to and including director level, demonstrating the ability to chair with clear structure and authority
- Govern the incident management end to end process with cross Technology teams and external vendors, ensuring all KPI’s are met and a high standard of management and reporting are consistently achieved
- Support and participate in the management of disaster recovery and contingency tests for all technology platforms
- Extensive experience in a related senior role of Incident Manager or Recovery Manager with problem management responsibilities
- Experience operating in multi-platform technology environments such as customer management, web, networking, mobile apps, broadband, IPTV, and mobile
- Experienced working in a GLOBAL organisation
- Demonstrate strong leadership skills driving a global virtual resolution team with confidence and authority
- Excellent organisational and communication skills. Can consider the audience and tailor communications in a relevant and consistently effective manner, both verbal and written
- Experience and aptitude for managing senior stakeholder’s relationships
- Ability to influence and lead technical conversations with various technical support groups
- Ability, motivation and aptitude to lead in a high profile, ever changing environment, driving the team, intense situations, as well as multiple initiatives all at once
- Demonstrate the ability apply the relevant methodology questioning which will drive effective troubleshooting and rapid recovery of performance
- Knowledge and understanding of ITIL processes
162
End to End Incident Manager Resume Examples & Samples
- Ensuring all incidents across the estate have an owner and are being progressed
- Ensuring at least 99% of all incidents & requests are resolved within SLA
- Driving achievement in all incident related KPIs
- Following the escalation process for non-compliance
- Maintaining and provided regular commentary around service reports
- Keeping a close eye on SLAs and ensuring they aren't breeched
- Owning and driving the incident management processes
163
Wealth Management Incident Manager Resume Examples & Samples
- Providing team coverage 24x7
- Work with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the TOCC)
- Assist in driving educational, training and communication programs surrounding the TOCC
- Strong organizational skills; the ability to effective manage multiple tasks simultaneously
- Crisis management skills
164
Major Incident Manager Resume Examples & Samples
- End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business / Customer updates are timely and of sufficient quality, arranging discussions and updates as required
- Ensure that all modes of communication are effectively used throughout the incident life cycle
- Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks
- Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan
- Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base
- Driving, developing and managing the major incident process and associated procedures / systems
- Providing consolidated production incident metrics to the Head of Technology Operations and Operations Centre Manager along with resolution rates
- Develop and Maintain a Skills matrix around agreed Critical Systems for use in Incident Situations
- Be an Evangelist for the Incident Management Process
- Please note that this role will operate on a 24/7 12 hour shift pattern*
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Incident Manager Resume Examples & Samples
- Prioritize incident handling as defined by business impact
- Plan, coordinate, and control the restoration of complex and high impact system incidents that occur within the production environment of clients’ systems
- Alert incident recovery progress
- Drive all major incidents by adhering to IBM Global Major Incident Management processes and additional agreed client processes
- Act as the central communication point for major incidents – all Severity 1 and 2 issues as required. Document incident handling and progress
- Develop strong working relationships with support teams and management, and liaise with areas as required
- Train and mentor other team members in process and techniques used to manage major incidents
- Perform incident analysis during quiet periods
- Comply with all assigned roster models and their associated rules
- Submit Post Incident Review report to IBM leadership and to the client. Chair a post mortem incident review
- Demonstrated management / leadership activity, including leading others with confidence and effectiveness
- Must be assertive and show initiative in all activities
- Must be analytical and decisive
- Must have extremely strong written and verbal communication skills
- Strong background in the IT industry
- Desktop skills
- Network concepts
- Strong leadership, interpersonal and team skills
- Comprehensive understanding of IBM Global Services business and organisation structure
- Comprehensive understanding of the Problem and Change Management disciplines, policies and standards
- Eligible for government account security clearances
- Comprehensive understanding of the functions, responsibilities and product / tools used within Service Management
166
Incident Manager Resume Examples & Samples
- Experience of managing live incidents with the ability to work confidently under pressure
- Excellent organisational and prioritisation skills with a high level of accuracy and attention to detail
- Ability to work on your own initiative with minimal direction
- Experience of working in a FCA regulated organisation, preferably a Bank
- Structured problem solving skills
- Show evidence of consistency and progression in career to date
167
Incident Manager Resume Examples & Samples
- Develops procedures for incident triage and management, metric and measure creation, management and administration of monitoring tools
- Ensures that technical issues are responded to and that normal service operations are restored as quickly as possible
- Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management
- Identifies persistent or recurring problems and recommends creative solutions
- Maintains escalation and contact lists for mission critical assets
- Monitors applications for most efficient operation, identifying fault conditions as well as opportunities for further optimization
- Recommends opportunities for process improvement
- Reviews and revises incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
- Reviews core operational performance metrics for the Comcast Converged Products environment
- At least 3-5 years of experience in a technology operations setting
- Ability to adjust to changing priorities and make quick decisions with limited information
- Availability to be on call off hours
- Effectively triage and resolve incidents, assist in change management and deployment support
- Excellent organizational, communication, customer service, problem solving and interpersonal skills
- Experience in supporting business objectives in a partnered/outsourced mod
- High level of energy and strong drive are essential attributes in this role
- Scripting / programming experience desired
- Strong hands-on technical experience (previous experience as a Linux/Unix system administrator is preferred) with a focus on problem solving
- Strong organizational, communication, leadership and customer service skills
- Understanding of cable and IP technologies (including Tru2way) is a plus
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Incident Manager Resume Examples & Samples
- Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes
- Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems
- Regularly iterate on the incident management process using data gathered about the frequency and severity of incidents
- Collaborate with other departments to identify and/or procure service management software for internal staff and external clients
- Liaise with vendors for the procurement of new systems technologies, oversee their installation and adoption, and manage vendor relationships, always looking for opportunities to improve the quality of service
- Lead several incident response teams across the organization for the duration of escalated incidents
- Design and enforce request handling and escalation policies and procedures
- Coordinate the transfer to the problem management process where necessary
- Monitor and test fixes to ensure problems have been adequately resolved
- Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution
- Track and analyze trends in incident reports and generate statistical reports
- Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations
- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
- Oversee the development, implementation, and administration of incident management training procedures and policies
- Train, coach, and mentor all support tiers
- Strong financial management experience is a plus
- Exceptional knowledge of computer hardware, including IBM Blade Center, Cisco UCS, IBM XIV, NetApp, Palo Alto, F5, NetScaler,
- Significant experience with desktop and server operating systems, including Windows 7, 10; Windows Server 2008, 2012; Linux
- Extensive application support experience with Active Directory, Exchange, SQL, IIS, Citrix, and VMware
- Working knowledge of a range of diagnostic utilities, including SolarWinds and Service Now
169
Incident Manager Resume Examples & Samples
- In this highly visible role as Incident Manager you will
- Acts as a single point of contact for large incident resolution through escalation and management across multiple divisions of Cisco
- Lead/Drive cross-functional teams to satisfy escalations
- Provide executive level status updates through the lifecycle of an incident-Verbal/Written
- Involved in analyzing trends in shaping continuous improvement through business analytics and metrics
170
Major Incident Manager Resume Examples & Samples
- Execution of Major Incident process tasks in adherence with global and local requirements
- Maintain the operational integrity and service continuity by the management of P1/P2 incidents through established channels
- Apply standard Incident Management techniques to ensure disruptions to service stability and outage times are kept to a minimum
- Host conference calls (Technical and Managerial) and facilitate effective incident management through-out the incident lifecycle, in-line with agreed service definitions
- Drive Service Management best-practice and ITIL process compliance across the business
- Provide communication to business and IT colleagues through the MIM process, during the major incident lifecycle, until resolution
- Maintain measurements, KPI and Service Level reporting for global service delivery, relating to Major Incident management. Help maintain strategic, tactical and operational reporting structure up to and including CIO level
- Produce and maintain the MIR’s (Major Incident Reviews) to a variety of audiences including senior and executive management level
- Work alongside other MIM members, Change, Problem & Config teams as required within the operational arena
- Act a point of escalation for incidents from the business in line with the MIM escalation process. Participate in change management process; attend CAB meetings and enforcing change process compliance throughout all supported infrastructure
- Any other duty as deemed relevant by the Major Incident Management Team Leader sees fit
- Be able to work rotational on call weekends and bank holidays
- Communication and collaboration skills to articulate, rationalize and document items
- Ability to understand complex business problems and needs
- Diplomatic, with the ability to act in an often complex business environment
- Ability to work independently with limited guidance and able to collaborate remotely with other team members across the globe
- Show strong interpersonal skills, competence in the English language, excellent written and verbal communication skills required
- Have strong analytical and problem solving skills
- Show proficiency in the application of most Microsoft products (MS Word, MS Excel, MS PowerPoint, MS Outlook)
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Major Incident Manager Resume Examples & Samples
- Develop strong working relationships with support and delivery teams, management and liaise with support areas as required
- Train and mentor other team members including Service Restoration Managers and Problem Managers in process and techniques used to manage major incidents
- Providing updates to senior management on the status of P1 & P2 incidents
- Drive/owns Management/technical checkpoints & IBM internal meetings to ensure corrective action is being taken to restore service/s
- Attendance at daily Operations meetings provided there are no P1 incidents running
- Aid with identifying problem management trends
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Incident Manager Resume Examples & Samples
- Minimum 3+ years relevant experience
- ITIL v3 Foundation qualification
- Experience with ServiceNow tool (or very similar) with strong understanding of service management principles it supports
- Demonstrable experience in ITIL functions & processes – specifically Incident Management
- Prior experience in standardization of incident management practices at process, data, reporting and tool level
- Data Analysis & Data Mining experience
- Capability to identify and evaluate significant risks and identifying appropriate mitigation mechanisms
- Effectively build partnerships and influence senior managers and stakeholders
- Good knowledge of MS Excel, PowerPoint and Word
- Strong organization and presentation skills
- Good listening & spoken communication skills in English
- Good at prioritization / categorization / investigation / resolution skills
- Strong sense of ownership / responsibility / assertiveness / pro-activity
- Advanced ITIL qualification in Service Transition, Service Operation or Continual Service Improvement
- Able to develop an end state vision for the process
- Knowledge of the software development life-cycle
- Basic knowledge of T-SQL querying and accessing Database engines
- Advanced Excel skills (formulas, pivot tables and charts)
- Prior experience with building self-services methodology for End-Users
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Incident Manager Resume Examples & Samples
- Complete documentation for business requirements which guide application development efforts, working closely with the Development team and Business teams to ensure successful implementation of business requirements
- Perform analysis of compliance vulnerabilities; work with IT and Business teams to eliminate vulnerabilities, support internal and external audit related activities
- Communicates project status and escalates issues as needed
- Proven organizational skills with the ability to develop a detailed work plan to ensure project success
- Possess excellent written and verbal communication skills. Strong requirements elicitation and conflict resolution skills
174
Incident Manager Division Shared Services Resume Examples & Samples
- Own the global Incident Management process
- Provide leadership and drive the efficiency and effectiveness of the process
- Monitor the effectiveness of incident management and make recommendations for improvement
- Set-up interfaces with Problem, Change, Configuration and Release Management
- Ensure provision of incidents to Problem Management
- Ensure the corporation is aware of the current Incident process and all teams follow it for every incident
- Carry out collaboration meetings with Team Incident Managers
- Produce management information, including KPIs and reports
- Escalation point for Incident Management out of the departments within the group; central communication point for major incidents
175
Major Incident Manager Resume Examples & Samples
- Knowledge and experience in multi-platform Technology environments
- Experienced working in a global organization
- Experience and aptitude for managing senior stakeholders relationships
- Strong crisis management skills – able to direct work and remain calm in stressful situations
- Knowledge and understanding of ITIL processes (ITIL Foundations Certification)
- Demonstrable knowledge and understanding of complex support systems and processes
- Not afraid of conflict, can influence at all levels and can work in stressful situations
176
Incident Manager Resume Examples & Samples
- Experience in a IT managed services environment (ITSM)
- Previous incident coordination experience
- Strong stakeholder management / problem solving skills
- Understanding of how data environments work and an interest in analytics
177
Incident Manager Resume Examples & Samples
- Graduate with minimum of 6+ years of professional experience within technical/telecom industry, preferably in Network Operations Center environment
- Exceptional and personable written/oral communication skills
- Ability to interact with people/groups of widely varying disciplines, cultures and backgrounds
- Communicate confidently and assertively with different management layers as required
- Strong Incident management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business’ satisfaction
- Proven track record in facilitating the resolution of complex, mission critical problems in high availability systems with a strong customer focus
- Technical background and strong understanding of BT Products and Resolver Groups
- Ability to coordinate a large group of technical contributors during high priority incident and retain control of a fast-paced incident bridge call
178
Problem & Incident Manager Resume Examples & Samples
- Previous experience in an outsourced IT environment
- Excellent customer facing and communication, presentation skills for all levels
- Knowledge and experience using Service Now and Remedy toolsets
- Experience with managing Incident and Problem Management lifecycle to ITIL guidelines (ITIL v3 Foundation minimum
- Excellent Stakeholder management skills with Pro-active problem solving skills
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Incident Manager Resume Examples & Samples
- Ensure all Incidents are managed effectively through the Incident Management lifecycle and are documented accurately in the Service Management Toolset
- Lead the recovery effort of Major Incidents by chairing the Incident Bridge Call and ensuring all appropriate incident communication and escalation takes place in a timely fashion, as required
- Arrange and hold Post Incident Reviews to understand and document: impact; timings; recovery actions; root cause; and lessons learned
- Ensure that Major Incidents are related to existing Problem/Known Error record(s) or that new Problem/Known Error record(s) are raised
- Produce and deliver Major Incident reports to clients and FIS Management within agreed Service Levels
- Ensure all additional mitigation tasks (identified by the Post Incident Review) are raised on the system, related to the Problem Investigation or Known Error and have agreed owners/target dates
- Contribute to any regular reviews or meetings related to Incident Management, as required
- Work to ensure all incidents are accurately recorded and managed in line with the Incident Management process via the associated tool-set
- Ensure all work is delivered to contractual SLAs and/or agreed timescales
- Produce accurate statistical reporting for Incident Management and deliver to appropriate stakeholders agreed timescales
- Contribute to the introduction and ongoing review of all Incident Management procedures, documentation, and statistical reporting
- Manage and prioritise workload efficiently, ensuring any concerns regarding delivery are escalated promptly
- Support and assist the wider Service Desk and Problem Management functions as and when required
180
Incident Manager Resume Examples & Samples
- Minimum 3+ years of experience in the Information Technology sector as well as in-depth knowledge of incident management and other service management processes
- Experience with reviewing and revising incident management processes, policies and procedures
- Experience working in a 24x7 environment and familiarity with best practices
- Familiarity with MySQL required
- Strong analytic, troubleshooting and problem solving skills, attention to detail
- Ability to analyze different components of the infrastructure and application environments during Incident triage calls
- Experience with data analysis tools such as Tableau a bonus
- Excellent leadership, organization and client management skills
- Experience with Confluence and various ticketing tools such as Jira, SysAid and FreshService
- Excellent verbal & written skills in English
- ITIL Foundation Certification is a bonus
181
Incident Manager Resume Examples & Samples
- Participate in Root Cause Analysis, Corrective Action planning and Continuous Service Improvement initiative development
- Work with the technical leads and other relevant stakeholders across the IT Enterprise to embed the Service Management framework
- Engage Support Group leadership on stalled ticket/incident resolution
- Monitoring the queues and assign unassigned incidents to available assignees
- Notify Service Delivery Management Team and when applicable the Remedy Team about any Remedy issues
- Review Soon to Breach Report at least daily and follow up telephonically or messenger with assignees and/or supervisors for the tickets that are at risk to breach the Service Level
- Review tickets that are potentially out of scope and escalate as necessary to the Deputy Regional Manager or Regional Manager
- Responsible for tracking and monitoring aging incidents within a support group and determining if an incident, work order or CRQ needs to be escalated according to priority and severity of issue
- Identify potential problems and/or increasing trend of repetitive incidents. Report findings to the Problem Manager
- Monitor and analyze the workload of each assignee and support group
- Conduct ticket quality audits in accordance with program documentation. Report findings to Site Supervisors and Regional Management
182
Global Incident Manager Resume Examples & Samples
- Own the technical recovery bridge (call) to drive all diagnostic and resolution activities including the identification and engagement of all resources needed to resolve the incident
- Participate in process improvement to ensure improved future performance of the team
- Actively design and manage personal improvement plan to set and meet team and individual performance goals including being a mentor and coach for junior members of the team
- Participate in post-incident reviews and problem management activities
- Experience in Technology; Production support experience preferred; Application Development experience a plus
- In-depth knowledge and understanding of Incident Management practices, skills and tools
- Strong oral and written communication skills, able to communicate with senior Technology and Business management
- ITIL training and certification preferred
183
Major Incident Manager Resume Examples & Samples
- Managing, facilitating, coordinating and escalating Severity 1, 2, 3 incidents which are impacting Citi Business and Technology Services throughout the Globe, using defined reporting, escalation and notification processes and procedures. Chair and drive Service restoration calls. Timely escalation of critical and unresolved Incidents to appropriate levels of management is paramount
- Responsibility for expediting Services restoration by working closely with other teams including data centres, command centres, network command centres, subject matter experts (SME), vendors and business aligned technology teams
- Work with relevant CTI and non-CTI group/units to comply with the Incident and Problem Management process, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with CITMP standards on Incident and Problem Management
- Participation in all TI incident resolution calls impacting EMEA and notified to the ICT to facilitate incident determination, recovery and resolution, calling upon internally aligned groups where appropriate. Professionally represent one self at all times, regardless of audience or seniority
- Identification and tracking of associated follow-up tasks to restore or stabilize Service, documented within the appropriate Problem Management system
- Experience of working within a large scale multiple platforms environment, supporting a large number of devices, financial applications and services
- Proven IT Incident and Problem Management skills
- Knowledge of IT components and systems used in financial institutions, allowing efficient discussions with technical support groups (LAN/WAN/Voice/Unix/Linux/Windows/Storages/Databases/Middleware/IT security/Business systems and applications)
- Usage of a Professional Incident/Problem Mgmt. package, such as Service Now
- Usage of commercial software, such as MS Word, Excel, Outlook, OneNote, Project, Visio etc. is essential
184
IT Incident Manager Resume Examples & Samples
- Act as the Incident process Manager within the program
- Ensure that all Incidents are resolved within the agreed time frame
- Manages Business communications when escalations occurs and during major incidents
- Initiate escalations to ensure that incidents are being resolved promptly
- Monitor and report on the performance of the help desk and the incident management process
- Make recommendations for process and tools improvements
- Identify major Incidents and ensure that management is notified
- Build the corrective actions plan and implement corrective actions
- Participate or lead various meetings pertaining to the function
- Bachelor degree in computer science or equivalent
- 15 years Working experience in IT operations
- Minimum 10 years managing staff
- Demonstrated experience at managing team larger than 15 to 20 employees, direct and indirect
- Knowledge of ITIL service management frame work
- Excellent verbal, written and technical communication skills to interact with individuals from various levels and departments
- Experience with IT incident and Problem solving
- Working knowledge of fundamental operations of IT service management relevant software (ex: HPSM),
- They are not looking for someone that has done service management or implementation. They need someone that can managing the team and be hands on with the incidents. The manger mentioned people that come from places like UPS or FedEx would blend well into their environment. People that have worked at Financial companies have not worked out
185
Major Incident Manager Resume Examples & Samples
- Validate Major Incidents
- Coordinate/Authorize recovery actions and plans for Major Incidents
- Execute notifications and escalations as defined in the Standard Major Incident Management Process including Executive Alert notification
- Ensure that accurate timelines of recovery plans and activities on Major Incidents are documented
- Manage Major Incidents to resolution when engaged
- Ensure the appropriate level of technical or business skill is actively engaged
- Participate in post Major Incident root cause analysis (RCA) as requested
- Assess Major Incident impact in a timely manner
- Be accountable for event recovery
- Give authorization of any Major Incident recovery actions
- Provide direction on a Major Incident technical bridge call
- Establish a communication checkpoint schedule with the Service Management team on Major Incidents
186
Incident Manager Resume Examples & Samples
- Strong understanding of IP network infrastructures desired
- Working knowledge of Web technology (Sun Java One, Apache, etc.)
- Ability to work effectively in a team and with clients desired
- Strong interpersonal skills, including superior verbal and written communication; attention to detail; and strong organizational skills, preferred
- Experience in an ITIL environment is preferred
187
Incident Manager Resume Examples & Samples
- For all open Incidents in which responsible, maintain both copies (Verizon system copy and a customer copy) of the Incident work log updated at regular intervals as defined in the Operations and Procedures Manual
- Work in customer's ServiceNow system to ensure tickets are addressed
- Assume end-to-end ownership of critically assigned incidents through resolution
- Coordinates with the technical experts fault resolution efforts between necessary parties (e.g., on-site technicians, third party vendors, external telecom service providers)
188
Critical Incident Manager Resume Examples & Samples
- Manages escalated and top priority incidents up to and including resolution
- Makes sure appropriate support staff from DXC and/or 3rd party vendors and required procedures are available to: Categorizes and prioritizes incidents; Coordinate the resolution progress of incidents; Communicates with the account community and the customer
- For all escalated in scope critical incidents: Qualifies the business impact; updates the incident description and impact including risk and security assessment as needed
- Engages and leads appropriate support staff to: Prepares action plan to restore services as quickly and efficiently as possible with minimum impact on customer
- Defines, establishes and executes the communication plan
- Facilitates technical decision making with DXC delivery leads and customer personnel for actions including changes and workarounds
- Provides forensics to support the Problem Management process as part of the Post Incident review phase
- At least 2 years of experience in managing critical incidents
- Advanced Business Process Knowledge
- Fluent in verbal and written English
- Customers (Internal/External) Service Request Handling
- Strong communication skills: verbal, written, presentation and facilitation
- Self-motivated and self-driven without need of detailed supervision
- Ability to prioritize and perform multiple tasks
- Ability to work under pressure and handle stressful situations in a calm manner
- ITIL Foundation Certified is considered advantage
- Food vouchers
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Incident Manager Resume Examples & Samples
- Provide governance and oversight of the Enterprise Wide Incident and Problem Management processes and the respective sub processes
- Act as an escalation point for vendors and stakeholders of the Incident and Problem Management processes
- In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices
- Drive ITIL maturity in both incident and problem management
- Drive maturity in Incident Management and Problem Management practices to proactively identify and remediate environmental issues that may lead to instability
- Assist with the production of major incident reports for major incidents and investigations as well as internal notification to senior management
- Work with infrastructure and application support teams to drive closure of follow up actions identified through incident and problem management
- Carry out proactive quarterly trending on ticket volumes to identify underlying issues and root causes, prioritise and manage these through to resolution
- Co-ordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure
- Monitor and measure team performance related to overall management of major incidents and assist in providing feedback and improvement plans as required
- Develop incident management reporting capability to demonstrate adherence to the established process
- Ensure that post incident reviews are completed and details are smoothly handed to problem management as per established process
- Manage major incident technical audio bridges during periods of high volume as required
- Proficient in the knowledge of IT applications, systems and infrastructure, including good/excellent knowledge of MS Office and Service Now
- Substantial experience in Service Management/Incident and Problem Management
- First class report writing skills, ability to develop and present ideas and reasoned arguments clearly and concisely to various audiences
- Demonstrates excellent communication skills, a confident and articulate presenter to internal/external audiences, exercising appropriate discretion in dealing with people from all levels of the Company
- Attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies
- Strong knowledge of industry standard service management toolsets and their capabilities
- ITIL Foundation qualification and demonstrate working knowledge
- Ability to build effective working relationships (both internally and externally), establishing credibility amongst a wide and demanding client group
- Ability to influence technical resource teams to undertake necessary actions in the restoration and maintenance of a stable IT environment
190
Critical Incident Manager Resume Examples & Samples
- Coordinate activities with internal management and technical staff to restore service as quickly as possible
- Contribute to developing staff to ensure cross program collaboration and team work,
- Perform, coordinate and facilitate incident resolution and engage support teams as required
- Interact with the incident/problem management system to create incident documentation that includes information about the results of the root cause analysis/work around, approvals (who/when), and corrective action plans
- Apply technical knowledge and excellent analytical skills to facilitate resolution of incidents and restore service to normal operations in support of Program SLAs
- Where applicable, escalate incidents for resolution, avoid reoccurrence or close incident. Identify the resources to whom the incident should be escalated. Convey appropriate urgency and importance to identified personnel and Program Management
- Facilitate communications with customer, team members and suppliers to ensure the actions and changes that may affect them are known. Document commitments and action items
- Ensure team Interacts with the incident/problem management system to implement, monitor and close incidents
- Manage the Root Cause Analysis process to ensure SLA’s are met and quality documentation provided
- Conduct risk assessment of change requests as appropriate
- A Bachelor’s Degree is preferred but not required and 10 years plus experience. 14 years of experience can be substitute in lieu of degree requirement
- ITIL v3 certified, Microsoft Certified Professional, with 3-5 years’ experience in developing, implementing, supporting and training various processes including configuration and/or enhancements to existing systems, infrastructures and applications
- Demonstrate command and control responsibilities
- Experience in a call center/ service center on a help desk or Service Desk
- Prior experience in a data center and use of a ticketing system (preferably VMS)
- Utilization of the Microsoft Office suite of applications with strengths in Word and Excel
- Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
- Demonstrated presentation skills to both technical and executive audiences
- Flexibility to manage a team responsible for covering a 24X7X365 highly complex technical infrastructure
- A Bachelor’s Degree is preferred but not required. Years of experience can offset degree requirement
- ITIL v3 certified
191
Level Incident Manager Resume Examples & Samples
- Managing Low Severity Incidents
- Recording all details during Incident Management bridge calls
- Supporting the Level 2 Incident Manager when required
- Documenting timeline of key elements during an Incident with clear status and ownership to aid handover to Problem Management
- Providing communication through verbal or written updates to Incident Manager when requested
- Undertaking hierarchal and functional escalation
- Adhering to Incident priorities and escalation procedures
- Continuously updating work instructions
- Preparing, updating and maintaining the Incident Managers handbook, including Incident Reporting Guidelines and the Incident Manager Reference Guide
- Following process metrics
- Documenting risk and compliance issues and indicators
- Reporting on weekly, monthly, quarterly and yearly Key Performance Indicator’s (KPIs)
- Creating reports on a regular basis for internal Senior Management and Incident Managers
- Providing metrics on trend analysis and ticket data as preparation for meetings and workshops
- Initiating and performing the incident management Quality Assurance cycle
- Providing information to support audit requirements
- Preparing and documenting the Incident Manager handover, by region
- Undertaking continual service improvement activities
- During non-core hours and at weekends proving operational management of the Incident Management Support team
- Qualified with an Information Technology Infrastructure Library (ITIL) Foundation / Practitioner certificate in Incident Management
- Previous experience managing incidents
- Required to work shifts and weekends
- Demonstrates integrity, trust and fairness
- Stakeholder management and relationship building skills
- Openness to innovation and change
- A strong team player with the ability to work under pressure and handle conflicting situations
- Very good time management, organisation skills and attention to detail
- Has the confidence and ability to challenge both peers and senior team members professionally
- Assertive with a calm and considered approach
- Ability to lead virtual teams
- Ability to translate technical detail into business language
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Incident Manager Resume Examples & Samples
- Very good knowledge of OSI/ISO network layers model and services allocation in each layer
- Fluent at MS Office (Word, Excel)
- Ability to handle open and effective communication during stressful conditions
- Relentless pursuit towards defined objective and ability motivate others along the way
- Basic ITIL knowledge
- Fluent in English – spoken and written
- High availability (on call duties with the requirement of short response time)
193
Incident Manager Resume Examples & Samples
- Participate in improvements for the efficiency and effectiveness of the Incident Management function in conjunction with other Incident Managers, NOC Manager and leadership
- Serve as major incident manager on shift and on-call as required (The Basics)
- Minimum of 3 years in a similar role in a high transaction, high availability, 24x7 mission critical environment
- ITIL certified and/or real-world exposure to incident management or other SLM activities
- Outstanding written and verbal communication skills. You know how to talk to Big Customers
- Strong crisis management skills - able to lead, direct others and remain calm in stressful situations
- Proven ability to influence and lead technical conversations with various internal/external groups
- Must be able to assimilate information quickly and make informed decisions
- Excellent technical skills covering Linux, Networking, Sysops, Telecom, MySQL
- An ability to work in a fast moving environment and to cope with constant change
- Flexibility in hours of work, can work some overtime as required
194
Critical Incident Manager Resume Examples & Samples
- Resolves operating issues and major outages, including failures and service level degradation
- Assists in the preparation and distributes incident notifications as well as end-of-impact, incident summaries, and root-cause- analysis documentation
- Works with other teams using ITIL standards to create and maintain the Incident Management Process. Works with team to create and track metrics on incident management while producing metrics, trending and reporting
- Provides leadership, guidance & service support during events/incidents. The Incident Manager will be forming, leading, directing and coordinating support teams, and debriefing senior management following predefined policies, procedures, status updates and post-incident reports
- Must be autonomous and requires little supervision especially when handling incidents. The Incident manager must also be able to direct a cross-functional team to expedite the restoration of services
- Ensures that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents
- Coordinates and leads the service restoration process across multiple business and IT functions and oversees the Incident management process
- Assists the Critical Escalation Management team to write, validate and distribute any required communication that is sent to executive leadership, IT management, customers and lines of business as well as communications to external customers
- Works closely with the Incident Management Process owner to monitor the effectiveness of the Critical Incident Management process and makes recommendations for on-going improvements
- Provides guidance to junior level Critical Incident Managers/Scribes and promotes best practices across the Incident Management community
- 3-5 years of Incident Management experience and 5-8 years of overall Information Technology experience required
- Equivalent combination of education and experience will be considered. Candidate with no degree must have a minimum of 5 years Incident Management experience
- Solid understanding of ITIL Lifecycle and processes
- Ability to direct and manage the incident coordinators and incident coordination process, SLA oversight, process adherence and reporting
- Ability to increase visibility and communication of incidents to business and IT support staff
- Ability to solicit information from business units and support teams to better manage 'Known Errors' and recurring incidents
- Ability to reduce average resolution time by increasing percentage of incidents solved by the Operations Support and Service Desk teams
- Good knowledge of general IT concepts (applications, servers, networks, databases)
- Ability to work in a virtual team environment across time zones
- Ability to work in a dynamic environment with changing priorities
- High energy, innovative individual who is motivated by challenging assignments
- Excellent communication skills, interpersonal, oral, and written
- Effective at managing multiple issues with conflicting priorities under tight deadlines
- Strong analytical, organizational, and problem-solving skills
- Ability to enhance business perception of IT through a professional approach in quickly resolving and communicating incidents when they occur
- Strong customer communication skills with the ability to communicate technical issues to non-technical customers
- Ability to organize resources across different teams to drive resolution of critical system issues
- Ability to work well within a team to learn and share knowledge by applying processes ensuring that resolutions are documented in the Knowledge Management database
- Demonstrated ability to lead teams of technical personnel responsible for operational management
- Demonstrated ability to handle multiple tasks with little to no forewarning
- Demonstrated ability to react quickly, lead and perform exceptionally well during critical/catastrophic events
- Experience with BMC’s Suite of applications for Incident, Problem Management and Monitoring tools
- ITIL Foundation Certification or higher
195
Incident Manager Resume Examples & Samples
- Responsible to execute and manage the Incident and Problem management processes to ensure optimal overall performance
- Execute Incident and Problem Management using standard tools and processes; document process improvements
- Work with all functions with the Service Desk provider and within the IT community to ensure processes are executed as designed and measured accurately and completely
- Coordinates integrated areas with other related processes (e.g., incident, change)
- Conducts post mortem review meetings following major Incidents; ensure a written post mortem report provided IT management and actions are completed in a timely manner
- Analysis of trends for recurring incidents and problems. Identify key problem areas, depts., vendor partners, hardware types, telco's, etc. Conduct meetings with IT support groups to review problems and press for final resolutions. Escalate recurring issues and issues not being resolved
- Business interface: delivering & managing high standard communications across business and IT to ensure that problems are dealt with by priority and needs. Review SLA performance, take part in new projects and represent the Service Management viewpoint & input
- Administration and management of ITSM Service Now tool; plan release upgrades and maintenance
196
Incident Manager Resume Examples & Samples
- Own and/or manage projects designed to improve operational and process efficiency. This will include accessing and analyzing data and working extensively with external teams
- At least 1-2 years of experience working in law, IP protection, customer service, investigations, project management, etc
- A proven track record of successfully leading projects and initiatives from conception through completion
- Experience with abuse, risk management, intellectual property, compliance or similar product initiatives
- Strong proficiency in SQL, Microsoft Excel, and relevant analysis tools
197
Incident Manager Resume Examples & Samples
- Work with all stakeholders to identify the workaround or resolution for the incident
- Set expectations of all stakeholders about the timelines and permissions required for the resolution
- Send periodic updates to the stakeholders until the incident has been resolved
- Track emergency changes if required, mobilize cross functional teams and/or external vendors, and obtain approvals for the mitigation actions from all stakeholders
- Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the incident is resolved) in order to ensure that the resolution has actually resolved the incident and that the services have returned to their normal state
- Facilitate creation of problem tickets as per Problem Management Policy and Procedures, and track the overall lifecycle of a critical incident till Root Cause Analysis (RCA) submission
- Document, in retrospect, the actions taken, corrective actions and learning
- Track any customer requests coming in through the service desk and manage to resolution
- Provide reports or metrics, including key performance indicators (KPIs) around incidents or overall production activities
- Ensure that the program follows the incident management process for every incident
- Bachelor's Degree from an accredited college or university required, preferably in Computer Science or other technical field
- Project Management Professional (PMP) and Information Technology Infrastructure Library (ITIL) Certifications both preferred
- At least three (3) years of experience in IT Operations support in a 24x7x365 environment required
- At least three (3) years of hands-on experience required in support of two (2) or more of the following technical areas: Windows Servers Systems; Unix Systems; Networking; Storage; Citrix; server virtualization; Voice over Internet Protocol (VOIP); Database Administration (DBA) (e.g.; Microsoft Structured Query Language (SQL) Server); application software support; network and application monitoring
- Ability to provide reports and metrics
- Ability to perform direct client interaction in reporting and updating incidents or other forms of communication
- Hands-on experience in change and problem management
- ITIL v3 Foundations knowledge
198
Incident Manager Resume Examples & Samples
- Managing high and critical Incidents to ensure timely completion
- Managing user escalation Overseeing all Incidents and user service requests for timely completion
- Monitoring of tickets and taking the actions necessary to meet ETM service targets
- Managing Incidents including o Major Incident with a priority of 'Critical' or 'High', client facing o Priority 1 (Critical) and Priority 2 (High)
- Client satisfaction for Incidents Managing user escalations for Incidents and user service requests
- Initiation of Problem Process for problems identified by Incident Management
- Initiation of Issue Process for Issues identified by Incident Management
- Ensuring correct execution of Incident Management Processes
- Incidents - All priorities (Infrastructure Restorations and User Restorations)
- User Service Requests
- Computer Incident report within 24 hours of critical incident
- *As a contract employee of Apex Systems, you are eligible for Health, Dental, Vision and Life Insurance; Shorter Term Disability; Hospitalization Coverage; Direct Deposit; Weekly Pay Periods; Training and Development Programs; Corporate Discounts / Perks and our Referral Program
- *Apex Systems is an Equal Employment Opportunity / Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics
199
Incident Manager Resume Examples & Samples
- Participate in efforts to improve levels of Service and minimize risks through use of Incident and Change Management processes/data
- Assist in the deployment of the ITSM tool (ServiceNow) to new entities of the Company and ensure that it is being used by local core IT Support teams
- Drive continuous improvement activities in the area of change and incident management and in conjunction with the relevant technical leads
- Act as the Major Incident coordinator for regional incidents that don't have a clear owner
- Interface with Local Risk, Compliance and Security teams on relevant incident management aspects
- Act as the 'best practice Champion ' and provide detailed metrics and reports on Service performances to IT and business
- Other aspects of ITSM such as configuration management, release management, event management are not mandatory but would be a plus
- Service Operation and Service Transition models
- Infrastructure design and implementation
200
ITS Incident Manager Resume Examples & Samples
- Understands and applies enterprise wide thinking to individual incidents to ensure business services across the board are accounted for and supported
- Keeps Sr. leadership appraised and aware of status of a major incident
- Provides updates on management bridges on current infrastructure issues and actions being taken
- At least 5 years of experience in one or more: CA Unicenter, Asset Portfolio Management; BMC Atrium; Tivoli (CCMDB); HP (UCMDB); ServiceNow; Altris; ASG; LANDesk; iET Solutions
- At least 5 years of experience in support for IT infrastructure services using related ITSM processes
- Minimum of a B.S. in Computer Science, MIS or related degree and three (3) years of relevant experience or combination of education, experience and training
- Professional experience in incident management and understanding of Incident Management practices and skills
- Strong working knowledge of Deloitte business services in terms of technology/infrastructure and their dependencies and requirements
- Broad technology knowledge/understanding across Mainframe, Midrange, Distributed Systems, and Networks
- Ability to clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
- Not afraid to make decisions. Uses effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences
- Client Focus: Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships
- Ability to clearly communicate, written and verbally, to a variety of audiences, including the ability to influence across the organization
201
Incident Manager Resume Examples & Samples
- Develop Incident Management policies, process, and procedures that support Government’s Incident Management support requirements and document in Standard Process and Procedures Manual
- Monitor the process to verify that IT service providers correctly identify and classify Incidents to the appropriate severity level and handle according to agreed-upon Incident response procedures
- Monitor Incident Management processes to ensure that escalated incidents are routed to the appropriate next-level service group within service provider, Government, or third-party service provider as required to comply with service level response times
- Monitor resolution of escalated incidents with all Tier 2 and Tier 3 support teams, including Government staff, JSOC help desk, and any 3rd parties to ensure that incidents are being resolving according to SLAs
- Monitor incident resolution progress through to final closure and record/update incident record status as appropriate
- Monitor services to ensure that training and Level 1 support scripts are developed and provided to service desk for applications software on the approved list
- Monitor that IT service providers accurately document, record, and update incident resolution solutions in a Government-approved knowledgebase
- Monitor notification processes to ensure that designated Government personnel are notified of all Severity 1 and Severity 2 incidents within the designated timeframe
- Monitor and report on Incident Management process to ensure that Incident and Problem Management are working together to determine when problem investigations should be opened to address an incident or series of incidents
- Monitor the ongoing status of incident and corresponding problem records to ensure that identified problems are being addressed and resolved
- Participate in Problem Management review sessions as appropriate
- Monitor IT service providers processes to ensure that all appropriate Government authorizations have been obtained and notices have been distributed prior to performing system change activities that require a planned system outage
- Ensure that IT service providers develop appropriate communications for distribution to Government IT personnel and end-users regarding upcoming planned outages
- Perform audits / inspections of the Incident Management records and processes, to verify ongoing compliance, accuracy, completeness, etc. as Government deems appropriate
- Analyze incident trends, creates reports that depict the outcome
202
Incident Manager Specialist Resume Examples & Samples
- Plans, performs and implements process improvement initiatives (such as Lean or Six Sigma)
- Diagrams and evaluates existing processes to identify areas of opportunity and efficiency
- Collects data to identify root cause of problems
- Provides consultation on the use of re-engineering techniques to improve process performance and product quality
- Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways
203
Senior Incident Manager Resume Examples & Samples
- Service Management (ITIL v3) - Escalation Management, (Major) Incident Management, Client Relationship Management
- Infrastructure background
- Point of contact for the client regional manager to establish a formal channel for complaints and incident escalations to ensure “High Client Satisfaction”
- Understand client perspective of service and prioritize improvement areas
- Business growth opportunity identification, extraction & development
- Coordinate with clients and internal stakeholders to find mutual solution to conflicting problems
- Present information on challenging situations to clients and internal team while managing challenging delivery requirements
- Coordinate with multiple support teams for escalated issues and participate in Bridge-calls in case of major service outages
- Effectively and accurately communicate resolution status of escalated issues to client and Accenture leadership
- Generating and distributing some of the reports to leadership and/or client
- Analyze the Incident flow/volume and suggest for appropriate action, working on pending Incident report, major incident report etc. and drive for closure
- Approx. 3-5 years’ relevant experience in a similar capacity with a large organization
204
IT Incident Manager Resume Examples & Samples
- Coordinate with other internal IT teams and partner vendors to drive Incident resolution, assess business impact, and communicate issue status to IT executives for Critical Incidents
- Take corrective action to prevent or mitigate impact felt from Incidents
- Participate in post-mortem reviews of major incidents, document lessons learned, and track follow-up actions
- Identify opportunities for more efficient and effective Incident response through the implementation of automated monitors and corrective action procedures
- Maintain team knowledge base, define and document standard operating procedures
- Provide dedicated support for special events and critical go-live activities for various projects
- Minimum requirements and experience for the Event Management Analyst are
- Working knowledge of monitoring tools such as Dynatrace, Splunk, Omegamon, Ruxit and Solarwinds
- Working knowledge of transactional based environments involving source/provider systems by way of middleware
- Execution or implementation of ITIL processes for Incident, Problem, and Change. Certification in ITIL is a plus
- Support for production IT systems and investigation and troubleshooting of Incidents
- Experience successfully implementing ITIL processes, preferably incident or request, ability to establish vision, drive change and deliver results in an operations environment
- Ability to create a collaborative environment and facilitate cross-functional teams to develop, document and improve processes
- High level service knowledge of IT technologies and their applications
- Ability to deliver a consensus agreement with key IT personnel
- Experience developing and managing service level agreements (SLA’s) and creating clearly defined outcomes and success criteria, such as key performance indicators (KPI’s) and critical success factors (CSF’s) for ITIL processes
- Experience in developing and implementing policies
- Superior customer service and oral/written communication skills
- Demonstrated ability to promote the organization’s mission and vision
- Willingness to maintain current knowledge of trends and technologies
- Experience in creating data-driven IT support metrics and trending analysis
- ITIL Service Design and Continual Service Improvement experience
205
Major Incident Manager Resume Examples & Samples
- Supports impact analysis of any Major Incident
- Day to day management of the MIM process across all suppliers and delivery of severity 1 and 2 incident resolution
- Tracks and monitors supplier performance and takes action to escalate performance issues to service leads
- Supports regular validation of the Severity of major incidents
- Supports maintenance of a ‘Watch List’ of Severity 3 Incidents and Escalations from Service Executives (these may escalate to level 1 or 2)
- Supports MIM reporting
- Supports root cause analysis of Severity 1 and 2 incidents, supports delivery of e2e Problem Management, leads trends analysis of Severity 3-5 incidents
- Reviews MI to identify trends and applies knowledge to prevent incidents from recurring and / or minimize the impact of incidents that cannot be prevented
- 6 - 8 years’ experience of working in service delivery within a large outsourced environment spanning multiple geographies and business units. This experience may have been gained on the client side or with a large service provider / service integrator
- Proven ability to work with a diverse set of stakeholders
- University degree in computer science (and preferably business) or equivalent experience
- Knowledge of all ITIL service delivery and service support processes with a good understanding of how the performance against these processes are measured and monitored in real life situations
- ITIL certification is a requirement – minimum Foundation level
- Demonstrated understanding of IT infrastructure and application technologies interoperate within a modern global financial services organization
206
Duty Manager / Incident Manager Resume Examples & Samples
- To deliver excellent communications during the lifecycle of a P1 major incident, to ensure all client and BT resources (including senior management in both organizations) are kept informed of progress throughout
- Quickly understood and acted upon where necessary
- To respond in a timely manner to any non incident related customer enquiries
- To ensure complimentary efforts and maximum co-operation during incidents, between all engaged parties
- To gain a clear understanding of the customers business and communication needs and priorities; and champion these in Service Assurance
- To interface and collaborate with the Problem Management team whenever appropriate. Either post incident or in support of resolving a persistent common issue with component of the service estate managed by Service Assurance
- To provide feedback on Supplier performance into the Client Services management team
- Ensuring all documentation and work practices relevant to the role are up to date
- Using the BT incident management system to undertake regular incident ticket quality checks, on an agreed proportion / sample of volume, across the clients’ incidents
- The post holder is required to understand the regulatory, fair trading and competition rules relating to their work sufficiently, to be able to comply with them, relying on their own knowledge or on their ability to recognize that they will need specialist support
207
IT Incident Manager Resume Examples & Samples
- Organizes, leads and facilitates cross-functional project teams
- Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities
- Measures performance against process requirements and aligns improvement to performance shortfalls
- May deliver presentations and training courses including measurement, analysis, improvement and control
- Surveys and analyzes best practices for techniques and processes
- Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
- Determines methods and procedures on new assignments and may coordinate activities of other personnel
- Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years of experience; or equivalent experience
208
Incident Manager Resume Examples & Samples
- Chair and facilitate Incident Management calls and meetings across the IT Community focussing on appropriate recovery actions to restore Service in line with SLAs
- Interface with the Service Desk, Technical Teams and work with Business Resilience to ensure IS processes are aligned with the existing Group Incident Management Structure
- Focus on day to day responsibility of incident management and trends across all technical teams and 3rd parties
- Make sure that team commitment and resource is made available
- Drive proactive collaboration, consultation and engagement supported by clear objectives and deliverables with internal and external IT resolver teams
- Champion the benefits of incident management to the support staff
- Develop and implement processes and work instructions
- Manage and monitor service levels and key performance indicators, including how those will be measured and reported
- Administer IS incident management processes minimising risk to the on-going service and business priorities and escalating to Senior IS Incident Management as required
- Oversee customer satisfaction surveys and drive resultant actions to demonstrate continual improvement
- Experience in IT Operations
- Prior experience in Problem Management preferred
209
Incident Manager Resume Examples & Samples
- Drives the efficiency and effectiveness of the incident response team in order to assure maximum service availability
- Manages the work of second level incident staff in order to assure maximum service availability
- Develops and maintains the Incident Management tracking systems in order to support incident management processes
- The Incident Manager I is accountable for the day-to-day operational and managerial tasks demanded by the process activities to restore normal service
- Ensures effective and efficient resolution of incidents transferred by the service desk to restore normal service within defined service levels
- Maintains awareness of the customer’s business priorities, objectives and business drivers to determine best course of actions & priorities in restoring service
- Promotes, inspects and ensures that the Incident Management process is used correctly in order to comply with incident management policies & procedures to effectively restore service
- Provides management and other stakeholders with strategic needed information related to incidents and potential problems to make the appropriate decisions during times of incidents
- Ensures that the Incident Management key performance indicators are met to maintain quality standards and documented service levels
- Ensures that the Incident Management process operates effectively and efficiently through 1st, 2nd, and 3rd levels of technical support and from outside Third Party organizations to restore normal service
- Ensure that Incidents are resolved in a proper and timely manner and the resolutions adhere to objectives set forth in Service Level Agreements
- Participates in the design and improvement of the Incident Management processes, policies and procedures to increase service support
- Leads major incidents or directs a Situational Lead to drive restoration of service for major incidents
- Functions as a point of escalation for the Incident Staff in efforts towards service restoration
- Escalates the incident condition to Line Management if service levels are threatened or are expected to be breached in order for other management groups to develop actions
- Coaches Incident Management staff in the correct use of the incident management process to assure consistency
- Identifies training requirements of the incident staff and ensures that proper training is provided to meet the requirements
- Identifies recurring outages through trending analysis, and with other IT functions develops plans to assure maximum service availability
- Audits the Incident Management staff to assure consistency while performing the incident management process
- Provides IT staff with appropriate information enabling others to perform their function effectively. This includes process information, technical knowledge, record allocation information, and access to Known Error information through the knowledge management function
- Participates in on call responsibilities, providing situational leadership for high severity events to quickly restore critical service availability
210
Change, Problem & Incident Manager Resume Examples & Samples
- Incident- Problem and Change manager in Nordics Baltics
- Implement ITIL methodologies and best practices
- Incident detection and recording, classification and initial support, investigation and diagnosis, communication during the incident, Incident closure, Follow up, organizing Major Incident review meetings, documenting the actions for improvement
- Understand the functionality of multiple areas (Payments, Transaction flows, LAN, Core Network, VAS etc.)
- Continuous Improvement: Work with several different teams within Verifone Cloud services team and outside VCS : Gateway and terminal Development, Customer support, Product Managers, Customer Support to determine/identify opportunities to proactively reduce interruption to IT services and/or improve the quality of IT services and the ITIL processes
- BAU tasks as installations, system upgrades, version upgrades, certificate handling
- Work with capacity planning
- Coordinate teams of varying sizes assembled from multiple technical and non-technical teams (local and internationally), to solve problems and mini projects
- Work with KPIs and follow up processes and Quality management for Incident- Problem- and Change processes
- On call Nordic Incident Manager
- Previous Experience of software development and System Administration
- Experience of Cloud service operations
- Proven complex problem solving experience
- Experience on real-time critical systems
- Good all round organizational skills with ability to deliver in high pressure environments
- Proven ability to operate at senior levels in a large organization
- Excellent communication and report writing skills
- Over 5 years exposure / experience of delivering to the ITIL Service Management Model in an operational environment
- Demonstrable experience of managing cross platform, multiple client Major Incidents
- Demonstrable experience of driving complex service improvement initiatives to deliver operational benefits and best practices
- Service Delivery experience
- Financial industry awareness
- Experience from working according to ITIL processes
- Personal Attributes: Project Management concepts & procedures
- Overall Technical understanding of Unix/Linux, SQL, experience on software development is valuable, network communication, infrastructure
- On call experience
- English, Finnish
- Finnish Citizen
211
Senior Incident Manager Resume Examples & Samples
- Bachelor’s Degree (preferably in Computer Science or MIS/CIS) or relevant experience
- Proven technical experience in Global Corporate and Enterprise environments
- Proven track record in Incident Management and Major Incident Management in Global Corporate and Enterprise environments
212
L Senior Incident Manager Resume Examples & Samples
- Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges
- Ensuring that all the appropriate IcM roles are being covered
- Document Work notes (Live feed communications) into ServiceNow tool every 15 minutes during live incidents
- Executive Write ups for Director levels to Summarize on Critical and High Priority Major Incidents
- Fulfill target times and Service Level of Agreement
- Master priority determination based on extracted information and impacts
- Sensitive to future impact and risk to customers/stakeholders to triage and determine severity
- Act as coordinator to have general oversight on regional Major Incident events
- Oversee L1 and L2 activities and master each of its tasks
- Managing and Conduct Major Incidents with High Priority
- Make sure that all core roles are covered when running critical issues
- Providing status of the situation anytime a senior request arise and be able to explain at technical and business level
- Provide and document input for Root Cause Analysis
- Be able to handle and deal with Executive calls
- Having executive representation whenever needed on Huddles and Staff sessions
- Managing Senior Escalation at any level and challenge handling
- Document and feedback Knowledge Base articles
- Statement Processing
- Commercial Banking / Cards
- Excellent telephone, oral communication skills, strong verbal and written English
- Manage support teams to address and resolve outages
- Help build close relationships with Service Assurance teams such as Problem Management
- 7 + years running incidents / situations / crisis events in a large, complex enterprise environment
- 7-10 years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
- 7-10 years working in a process-driven environment
- 7-10 years of interacting with a demanding customer focused service delivery organization
- 7-10 years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
- 7-10 years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
- Bachelor’s Degree (preferred), or equivalent work experience
- CISS
213
Major Incident Manager Resume Examples & Samples
- Ensure the effective and timely resolution of major impacts to IS services (Priority 1 and Priority 2 incidents)
- Lead the IS response to support any non-IS major incident that may affect National Grid and its customers. Ex: Storm events and major Business Continuity invocations, etc
- Act with delegated authority of the IS Senior Leadership team in matters occurring outside of normal office hours
- Maintain relationships at operational and executive level with all IS suppliers to National Grid
- Ensure primary focus is given to the safety implications of IS incidents and that appropriate priority is assigned according to safety risk
- Act as the primary contact and authorized IS decision maker around invocation of IT Service Continuity arrangements where required
- Ensure that security implications of any incident, or decision taken within incident management are properly considered and aligned with the Security Operations Center
- Provide 24x7 leadership support for all National Grid IS and partner staff when required. Advising and directing where appropriate through delegated authority from the Senior Leadership Team
- Ensure that appropriate resource is available to respond to incidents affecting IS services
- Decide when to utilize delegated authority and when to invoke escalation to IS Senior Leadership
- 5+ years of experience managing incident response in a mission critical environment utilizing multiple third party suppliers and ideally from an environment with a high degree of political and public visibility
- Proven ability to communicate effectively with both IS technical staff (in technical language) and with business customers (non-technical language)
- Fluent writing and communication skills in English
- Demonstrated ability to appropriately utilize delegated authority to influence and direct in a matrix environment
- Analytical ability to identify underlying issues from numerous sources
214
Incident Manager Resume Examples & Samples
- Coordinate all resources and vendors in triage, root cause analysis, and restoration for critical application and system incidents
- Provide on-call support for critical customer facing applications
- Coordinate with other Incident Leads and vendors and conduct formal incident handoff to ensure global coverage and continuity of restoration efforts
- Partner with and maintain relationships with external resources that could be associated with incident response
- Own business and technical communications on incident status as well as monthly reports on overall operations health and system performance
- Provide updates to senior Leadership on incidents, status and team response
- Ensure timely execution of scheduled and repeatable processes such as critical incident notifications and event alerts
- Oversee and lead stabilization work and fine-tuning of applications
- Identify persistent or recurring problems and recommends creative solutions
- Review and revise incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
- Create/Update system documentation, troubleshooting guides, and other key documentation needed
- Train, guide, and advise associates on the Major Incident Management Process
- Develop and produce metrics reports on application performance and SLAs
- Perform other administrative activities in support of application operations
215
Incident Manager Resume Examples & Samples
- Serves as a subject matter expert for the Incident Management processes defined for Wolseley North America
- Promotes the use of the Incident Management processes and policies that have been tailored for Wolseley North America
- Supports the IT Service Management (ITSM) Operations Manager to document, communicate and continually improve the Incident Management processes and policies for Wolseley North America
- Liaises with all relevant parties to define and maintain the major incident criteria for each service
- Manages the creation and closure of all major incident records
- Actively manages all open major incidents to ensure that appropriate resources are allocated and that there is a timely resolution and closure
- Monitors the progress of all major incidents to assess whether or not disaster recovery procedures need to be initiated
- Manages the functional and hierarchical escalation of major incidents as necessary
- Communicates the declaration, progress and resolution of major incident to IT management and the impacted user community and maintains appropriate distribution lists of contacts to support this activity
- Liaises with all relevant parties, for non-business critical services, to schedule and coordinate Post Incident Reviews (PIR), ensuring that they have been fully resolved, lessons have been learnt and improvement actions have been identified (Note: PIRs for business critical services are managed by the Business Services Manager role)
- Ensures that all high priority incidents are receiving appropriate attention and are actively being managed
- Recognizes and takes control of unallocated ‘white space’ incidents
- Acts as an escalation point for the Service Desk where resolution ownership is disputed
- Monitors all incoming incidents for signs of underlying major events
- Identifies trends within incident data that might indicate the existence of underlying problems and escalate accordingly
- Reviews the quality of all incident tickets to ensure they have been correctly prioritized and categorized
- Maintains a current knowledge of Incident Management practices, relevant product offerings and supporting policies and procedures
- Upholds the core values of the Service Management Center (SMC)
- In addition to the essential job functions described above, all associates will perform duties as requested by management. Assigned responsibilities and duties may vary based on organizational growth
- Abides by all policies, rules and regulations of the company including all applicable safety rules, regulations and procedures
- Supports corporate programs, goals and initiatives
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Major Incident Manager Resume Examples & Samples
- Operational Major/Critical Incident Management experience
- Ability to cope under pressure in a highly visible environment
- Working Knowledge of ITIL
- Familiarity with secure system development and MOD and Government security standards
- DII experience
- Experience of technologies use within the service VMWare, Active Directory, HP Radia, Windows etc
- Good personal interfacing abilities
- Must be eligible for Security clearance (SC level)
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Major Incident Manager Resume Examples & Samples
- Conducting awareness campaigns and training on the Incident Management process
- Manage large scale global and enterprise technology incidents
- Establish necessary break out time for technology teams during incident recovery
- Ensure Executive status updates are provided during recovery activities
- Coordinate and drive all activities during the incident on the incident bridge to meet or exceed customer specifics SLAs
- Oversee post incident reconvene meetings through to root cause, to request teams to engage vendors
- Assist with audit of the Incident Management Process to support Continual Service Improvement
218
Incident Manager Resume Examples & Samples
- Correlates, isolates, and identifies network impairments using pre-defined criteria across geographical areas
- Tracks and schedules maintenance activity (planned outages) with primary responsibility for review of all scheduled maintenance activities
- Utilizes monitoring tools and reporting systems to trend capacity and identify utilization issues
- Assists in post-mortem analysis of all critical events and catastrophic failures and works to prevent future occurrences. Assists with capacity and utilization review of various technology platforms
- Collaborates with various teams and organizations for determining preemptive outage reduction strategies. Initiates, hosts and controls conference call bridges when needed
- Reviews, analyzes and performs quality analysis for ticket accuracy and details based on internal ticket quality metrics
- Develops procedures and reports for Network Operations Center ticket management and resolution
- Must be able to work nights and weekends, variable schedule(s) as necessary
219
Incident Manager Resume Examples & Samples
- Analyzes, and supports incident management policy and processes
- Formulates and implements the overall design of the incident management process and develops stories to enhance the user experience
- Acts as an advisor to Global IT Staff on incident process and concerns
- Provides 24-hour, on-call service in support of the major incident management process
- Diagnoses and resolves user and operational problems with software
- Conducts user acceptance testing and may perform functional testing
- Assists with the planning and design of ITSM platform software as relates to incident management
- Produces and maintains current documentation on all aspects of the incident management process
- Performs usage planning, forecasting/trending for the ITSM platform software
- Researches, evaluates, performs cost analysis and writes business justification for purchasing new technologies. Assists in vendor selection as part of this process
- Assist with special projects, as assigned
- Assists in the proper training and professional development of global staff supporting incident management processes
- Analyzes the productivity needs of users; proposes, designs, and implements complex processes and changes or programs to satisfy those needs
- May perform project management duties
- Bachelor’s degree in Computer Science or related discipline
- Ability to perform architecting, planning, designing, implementing and troubleshooting of global client management systems
- Excellent verbal and written communication skills; intuitive thinking skills
- Ability to work well with others and to problem-solve
- Ability to independently learn how to use new facilities quickly from supplied documentation
- Has a detailed understanding of many technology areas in use
- ITIL Foundation certified preferred
- Working knowledge of ServiceNow
- Knowledge of Agile framework is preferred
220
Incident Manager Resume Examples & Samples
- Participate in PE Planning and Change Approval Board (CAB) meeting for finalizing MOP, Prepare for PE and provide approval/rejection for the SA and NSA PE execution
- Plan, coordinate and communicate with customer for the maintenance window for the implementation of configurations as per the change management process with roll-back plan
- Perform activities related to SA and NSA configuration changes as per change request
- Perform pre and post check as per the MOP provided after and before execution of the PE
- Perform Service Validation and PE Status update
- Perform backup of network configurations in accordance to the Operation Process Document
- Perform impact analysis of any service affecting change
- Execute pilot sites rollout of the software release/ patch with change management process as per provided MOP
- Once pilot sites is successful, plan & rollout software release/patch across all customer network using software release tool and under change management process
- Experience on either of Cisco ASR9k,ASR1k & Nexus 5k/7k series platform
- Experience with routing protocols (OSPF, RIP, EIGRP, ISIS and BGP), with strong hold on OSPF & ISIS protocols
- Advanced Level knowledge in WAN protocols, IP Routing, Switching and Cisco Data Center
- In depth understanding of service provider routing & switching
- In depth understanding of MPLS & MPLS VPNs
- Expertise on signaling protocols like LDP & RSVP
- Should be well familiar with multicast concepts
221
Critical Incident Manager Resume Examples & Samples
- Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction
- Works directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed
- Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution-
- Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to ensure alignment across the business
- Represents SFDC Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group
- Evaluates the severity of every incoming issue, ensures that Sev-1 issues are assigned by the appropriate manager with a case owner within specific SLOs, and that issues are fully handed off to the receiving manager
- Addresses incoming escalations from executives and/or receptionists, and routes to the appropriate resource/teams
- Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in appropriate parties as needed
- Assigns out, communicates with the customer, and owns from a management perspective any new Sev-1 cases when the appropriate support manager is not available
- Executes with a high level of operational urgency
- Ability to maintain calm, and work closely with a team during a critical situation
- Executive level communication and collaboration skills
- Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure
- Must have expertise in managing enterprise-level escalations
- Ability to manage and prioritize multiple escalations occurring all at once
- Has experience collaborating and communicating on an executive-level
- A team player who is influential and builds good working relationships across all functions
- Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
- Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved
222
Critical Incident Manager Resume Examples & Samples
- Communicate and engage with the customer daily
- Design, implement and maintain walk-up service desk support center
- Oversee and manage VIP support for DHS’s approximately 60 elite users
- Develop and maintain staffing schedules to ensure coverage across all facilities
- Conduct regular performance and review meetings and address performance issues
- Design, implement and maintain service desk capabilities with available staff to support remote service desk operation
- Minimum of 8 years working on a Service Desk or Service Center, at least 3 of which was in the role of Team Lead
- Strong understanding of Service Desk systems and processes with experience using BMC Remedy
223
Major Incident Manager Resume Examples & Samples
- Experience in defining and analysing data, and creating action plans to drive results
- Experience working in a technical NOC environment for a Service Provider
- Demonstrated understanding of ITIL, specifically related to Service Operations
- Demonstrated experience in driving resources to deliver outcomes
224
Incident Manager Resume Examples & Samples
- 6 + years relevant work experience along with academic or military background in Information Technology, Computer Sciences, or relevant subject
- 5 + years as Senior Incident Manager in a global environment with a proven track record for improving process and service
- Creating service based metrics and driving operational improvements that show “value” to the organization
- Experience with CMDB development and business service mappings
- Experience developing actionable metrics and driving quality improvement initiatives
- Proficient knowledge in infrastructure, storage and compute along with security operations
- Proficient knowledge of BCDR and Backups
- Ability to collaborate with a team working across multiple locations
- Ability and willingness to work a 24x7 on-call rotation schedule Blackbaud, Inc. operational stability
- Strong analytical skills and ability to collate and interpret data from various sources
- Demonstrated ability to work with customers in a wide variety of stressful situations
- Ability to multitask and work under pressure in an environment of change
- Reliability in completion of tasks and the ability to follow through until issues are confirmed resolved. Ability to learn quickly on the job through mentoring and action
- Must be a seasoned ITIL practitioner with a track record of introducing change and structure to improve overall quality
225
Incident Manager Resume Examples & Samples
- Personnel management of the NOC team including offshore resources
- Expand the Production Operations incident management procedures to include all business units for Solera North America
- Manage the major incident process to drive restore services quickly to customers while minimizing the impact
- Liaise with team managers of all technical experts (or support teams) to ensure swift resolution of incidents
- Provide required notifications and updates on all appropriate incidents to varying levels of Solera staff
- Capture all incident details and update all necessary documents
- Work closely with Release Management leader on major incidents and correlate them to requested changes
- Analyze incident trends and recommend corrective actions as necessary
- Initiate and participate in post mortem meetings to drive technical teams to define root cause and resolve post-incident action items
- Conduct post-incident analysis and ensure accurate root cause of incidents is published, appropriate preventive actions are identified and tracked, and ensure elimination of future service interruptions is minimized
- Ensure that the detection, reporting, initial problem support and prioritization of all incidents are effectively and consistently applied
- Make recommendations for service process improvement plans
- May participate as subject matter expert or lead multiple moderately complex initiatives
- Bachelor's degree in Computer Science or related field or equivalent experience. ITIL Certification (v3 Foundations minimum; v3 Intermediate or v2 Practitioner desired)
- Minimum of 3 to 5 year’s experience demonstrated as an Incident Manager
- Experience managing and controlling IT incidents throughout a group, organization, or division
- Experience working with ITIL principles
- Experience designing incident processes
226
Readynet Command Center Incident Manager Resume Examples & Samples
- Be a technology evangelist and use your deep knowledge to solve business problems
- Reduce mean time to resolution for all incident types
- Adapt and improve operations management systems and processes to accommodate rapid and increasing growth
- Create and review documentation, design new standard operating procedures
- Identify and troubleshoot recurring platform issues and engage service owners to drive resolution
- Automate tasks through creation and maintenance of scripts and
- Respond to and complete customer requests within SLA via a trouble ticketing system
- Take part in a “follow the sun” rotation split between Seattle and Regensburg sites, including weekends and holidays
- Mentor peers in your areas of technical and operational strength
- A degree in Computer Science or a related field or at 5 years relevant experience in a large-scale online technical operations environment
- Excellent English language written and verbal communication skills to facilitate efficient and effective interaction with peers and customers
- Effective organizational skills to maintain a consistently high standard of operations in a busy environment
- Confidence to drive and manage large conference calls potentially including Director and higher-leveled participants
- Excellent troubleshooting skills and a commitment to document findings
- Experience driving collaborative projects from conception to delivery
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Knowledge of best current practice frameworks (ITIL, COBIT), particularly incident, problem, and change management
- Development/scripting skills in at least one interpreted language (e.g. Perl/Python/Ruby)
227
IT Incident Manager Resume Examples & Samples
- Perform the Process Manager role for the Incident Management process
- Design and coordinate support for any Incident Management tools and processes
- Coordinate interfaces between Incident Management and other service management processes
- Guide and monitor the success of the Incident Management process and provide input for improvements
- Manage tactical incidents
- Oversee the work of Incident Management support staff
- Develop and maintain the process, procedures and any Incident Management systems
- Be able to provide reporting and documentation associated with a complex ITSM application suite to manage the Incident Management process, maintaining compliance with our quality assurance levels to deliver high quality service
- A Master’s degree in Computer Science, Information Assurance, Information Security System Engineering, or related discipline may be substituted for two (2) years of experience, reducing the requirement to six (6) years of IT Engineering experience
- Four (4) years of additional IT Engineer experience may be substituted for a Bachelor’s degree, making the total experience requirement twelve (12) years as an IT Engineer without a degree
- Demonstrated subject matter expertise (through experience or certifications) in one or more of the following technology categories: End User Devices and their Operating Systems (Computers, Phones, Video Teleconference); Servers, Routers, Switches, Crypto, Cables; Active Directory, Microsoft SharePoint; Microsoft Exchange; Microsoft Systems Center; Corporate Storage Solutions; Chat Solutions; Integration with Security Technologies such as PKI; Customized Voice and Video Software; Thin Client and Virtual Infrastructures
- Possess multiple years experience as an IT operations Incident Manager
- Strong experience in ITIL based Incident Management
- Experience working with multiple ticketing systems to include ServiceNow
- Proficient and demonstrated knowledge of ITIL and IT Incident and Problem Management
- Proficient and demonstrated knowledge of IT governance and operations
- ITIL Incident and Problem Management Certified
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IT Incident Manager Resume Examples & Samples
- Responsible for the management of the Major Incident Management (MIM) process and ensure adherence of the process and escalation requirements within the various support and delivery areas
- Coordinate triage activities, leading support, development, and engineering teams to a rapid restoration of service during Major Incident events
- Ensure appropriate and timely incident communication to IT Leadership and Business during Major Incident events
- Responsible for driving the efficiency and effectiveness of the overall Incident Management process monitoring for process effectiveness and ensuring adherence of established Incident Management process across multiple teams and organizations
- Responsible for escalating to leadership when appropriate focus on incident resolution or Incident Management processes are lacking or needing prioritization
- Assist teams in establishing Incident Management SLAs and KPIs metrics including reporting requirements
- Participate in Incident Management On-Call Rotation
- Strong analytical, problem-solving, quantitative, and conceptual skills
- Effective time management skills with the ability to process multiple tasks simultaneously
- Ability to apply ITIL and other ITSM best practices to complex problems and train these practices to others
- An uncompromising spirit of customer advocacy and commitment
