Job Details

Overview

Title: Incident Manager
Location: San Diego, CA (Hybrid)
Full Time Role

Job Description: Major Incident management team is a support team established to ensure resolution of major incidents impacting business units. Goal: Accurately identify a major incident, promptly engage technical resources, effectively communicate to the customers affected, and drive the appropriate resources & partners to restore service.

Responsibilities

• Manage incident management bridge calls with support teams, on-call support application teams and management. Manage, escalate, status, and assist, coordinating repair efforts for non-major and major incidents (P1 – P4).
• Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle.
• Track and document incident updates in real time.
• Handle major incidents with presence of mind and innovation.
• Experience in handling multiple monitoring tools like ServiceNow, PagerDuty, etc.
• Perform quality audits and data analytics on incident tickets to ensure quality and uncover new trends.
• Meet the SLAs and other KPIs and produce the Process Performance Reports.
• Provide documentation for Known Error Data Base (KEDB) or similar depository.
• Develop processes and procedures that ensure Incident Management and Service Desk related action items are tracked and completed.
• Ensure process adherence and meet quality norms.
• Provide management reporting on Incident Metrics and Incident Management performance.
• Problem Management: Review Incident tickets to identify common issues, enforce Problem Management processes across the full ITIL lifecycle from detection to major problem review and continual service improvement.
• Change Management: Audit change records, ensure data accuracy, document changes, host Change Advisory Board meetings when required, and include approvers and stakeholders as needed.

Qualifications

• Bachelor's degree in computer science, Information Technology, or related field.
• 10+ years of experience in incident management or related field.
• Knowledge of incident management processes and procedures.
• Excellent problem-solving and analytical skills.
• Excellent verbal and written communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to manage multiple tasks simultaneously.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

Company & Contact

Sibitalent Corp.
101 E. Park Blvd., Suite 600, Plano, TX – 75074
Phone: 972-###-####
Email: ...@sibitalent.com
URL: www.sibitalent.com

Note: Sibitalent Corp. is an equal opportunity staffing firm. We do not discriminate on the basis of race, caste, color, religion, gender, culture, visa status, or any other protected characteristic. All hiring decisions are made strictly based on qualifications, experience, and specific client requirements.