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- Major Incident Management experience
- Problem Management experience
- IT generalist experience
- Good writing and communication skills
- ServiceNow or other ITSM tools required
- ITIL experience / certification
- Experience managing ITIL Service Operations processes e.g. Incident and Problem
- Ability to run a meeting / document the meeting activities
- Basic IT infrastructure knowledge
- Provides Incident Management, Provides Major Incident Management and Problem Management services as part of the Incident Command Center team.
- Supports other Incident Command Center initiatives designed to drive down the impact of incidents, prevent the occurrence/re-occurrence of incidents, and promote production stability.
- Supports continuous improvement efforts for Major Incident and Problem processes.
- Applies knowledge of Client's IT high-level architectures, ITIL practices, Managed Service Providers, and/or operations teams to drive resolution of Major Incidents and technology Problems.
- Establishes plans and processes to ensure that all required technology support resources are aligned and available when needed.
- Monitors process activities and uncovers risks and issues to ensure production stability.
- Provides oversight for Major Incident Management service to ensure execution activities are defined and planned and resolution targets are met.
- Ensures Major Incident and Problem Management processes are planned and executed using current standards, methodologies, tools, and processes and follows rules for requesting exceptions, where justified, to achieve department priorities.
- Provides strategy, governance and oversight of the Major Incident and Problem Management processes to ensure alignment with department priorities.
- Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams.
- Maintains productive relationships with colleagues and internal users of our department services.
- Manages to our critical success factors (CSFs) and key performance indicators (KPIs) associated with Major Incident and Problem Management.
- Creates weekly presentations on Major Incident and Problem metrics and key insights.
- Identifies opportunities for improvement of process and metrics reporting.
- Adheres to applicable policies and procedures and follows best practices.
- Bachelor's degree in Information Technology, Computer Science, or Computer Engineering. Equivalent experience is defined as 6 years combined experience in the above areas.
- Experience in IT engineering and/or IT infrastructure.
- Project management experience desired.
- Foundational knowledge of ITIL framework and Service Operations (Major Incident Management and Problem Management).
- Knowledge of ServiceNow or other ITSM tools desirable.
- General technical knowledge.
- Ability to document incidents and manage technical pidge calls.
Incident Management Analyst - Chicago, United States - Myticas Consulting
Description
Myticas's direct client based out of Lake County, IL is currently seeking a 100% Remote - Incident Management Analyst for 2 year contract position.
*Work Schedule: 11:00 PM to 8:00 AM CST, Sunday-Thursday
Overtime will be as needed when teammates take time off.
Cover for other shifts as needed- may be required to cover other team members outside of this time zone as needed.
Top 3 skills/experience required for this position:
Nice to have (but not required) skills:
Roles & Responsibilities:
Qualifications: