Incident Manager - Greenwood Village, United States - LanceSoft

LanceSoft Greenwood Village, United States

9 hours ago

Description

Job Duties and Responsibilities:

The Incident Manager is responsible for driving and managing the effective resolution of daily IT-related incidents that impact the *** enterprise. This position will include shift work that includes working with the IT Service Desk, Network Operations, Application Administrators, Change Management, Problem Management & Resolution (PMR), and Infrastructure Support. You will be a part of the Incident Response Team that will handle all application/infrastructure issues that occur during a shift resulting in lost productivity to the Business.

Primary Responsibilities fall into the following categories:

Drive troubleshooting bridge calls by facilitating workaround strategy discussions with fix agents; quickly diagnose an incidents impact on the organization and work with fix agents in determining the best course of action
Make decisive, but educated decisions, which will ultimately reduce an incidents Mean Time to Repair (MTTR)
Work with PMR during the troubleshooting process to identify known errors and similar incidents that have occurred in the past; work closely with Change Management to identify change activity that has potentially impacted the environment
Be a consistent voice in the Change Advisory Board (CAB) meetings; ensure enterprise-wide communications are delivered accurately with appropriate information; prioritize and manage multiple incidents occurring at the same time
Communicate with Executive Management by delivering status updates with accurate and timely information; ensure incidents are resolved by communicating with the field and validating fixes that have been put into place
Work closely with the Metrics and Documentation Team in identifying incident trending patterns so that improvement strategies can be developed; contribute to the development of the Known Error Database; make regular recommendations to the PMR team regarding process and procedure improvements
Coordinate firewall meetings

Skills, Experience and Requirements:

Skills/Qualifications
Bachelor's Degree in an Information Technology related field with 4 years of experience or 5+ years of experience in Incident Management
General knowledge of IT systems.
Knowledge of firewalls, networking protocols, and IT Security protocols
Effective in High pressure situations
Ability to work in on-call environment
Prefered experience communicating with C-level executives at major corporation

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