Job Description

Incident Manager

Genesis10 is currently seeking an Incident Manager for a contract position with a Global Financial Institution located in Charlotte, NC or Plano, TX. This is a 12+ month contract opportunity.

This role focuses on the triage of major incidents impacting the supported application portfolio. The ideal candidate will facilitate the resolution of problems across multiple teams, communicate with senior management, and drive production issues to service restoral while utilizing ITIL and ITSM processes.

Responsibilities:

• Triage of Major Incidents impacting the supported application portfolio and the review of knowledge content to ensure that it is useable by our technical staff and our end user community
• Facilitate the resolution of proactive/reactive problems, as related to incident management, across multiple teams
• Notify, escalate and communicate to senior management the existence and status of outages, as necessary
• Partner with the Problem Management team and ensure the root cause, preventative measures, and lessons learned are all captured in the Problem Management system of record
• Able to open Incident and Problem Tickets
• Facilitate triage activities with multiple support teams across the company, including Senior Leadership
• Take ownership of production issues and drives to service restoral / remediation
• Work well with AMRS and regional support partners
• Collaborate with Bridgelines and Breakout Sessions
• Documenting key triage activities
• Identify and paging the right teams for assistance

Requirements:

• 3+ years of technology experience
• Good Communication Skills
• Ability to lead meetings
• Ability to write clear concise updates to properly communicate to Senior Leadership
• Ability to multi-task and prioritize work to complete deliverables on-time
• Manages risk well across production issues
• Microsoft Products (Excel, Word, PowerPoint)
• ITSM (Information Technology Service Management) Remedy
• Experience with ITIL and ITSM
• ServiceNow Experience
• Ability to analyze data and make correlations to events and performance
• Strong knowledge of Major Incident Management Process
• Knowledge of ITIL (Information Technology Infrastructure Library) Processes with focus in Major Incident Management and Problem Management

Pay range: $42.06 - $50.06 per hour

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

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