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Incident Manager

2 months ago

Chicago, United States Planet Technology Full time

Planet Technology has partnered with a Chicago area company to locate an incident manager for a contract role.


No C2C or Third Party Enquiries, please.


The successful candidate will be tasked with driving service-excellence across the organization, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed upon service level expectations.


In addition, the Incident Manager will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the organization’s environment, preventing incidents from reoccurring.


Position Responsibilities:


Incident Management:

  • Participate in a 24/7 on-call rotation to manage major incidents.
  • Own and resolve business-impacting events, restoring normal service operations in collaboration with cross-functional teams.
  • Provide timely communications and updates to key stakeholders during major incidents.
  • Conduct root cause analysis meetings to review incidents, identify improvement areas, assign corrective actions, and monitor their completion.

Problem Management:

  • Develop and maintain incident and problem management policies, procedures, processes, and documentation related to relevant tools.
  • Create metrics and reporting to measure the effectiveness of corrective actions in reducing incident resolution time and frequency.
  • Collaborate with internal and external support teams to ensure adherence to incident and problem management requirements.
  • Monitor adherence to incident and problem management processes and service level expectations, escalating issues as needed.


Required Skills and Experience:

  • Bachelor's degree in computer science or related IT field with 3+ years of experience in Global/Enterprise Support, Business Processes, and/or Change Management, or HS Diploma with 6+ years of relevant experience.
  • ITILv4 certification or demonstrated knowledge of ITIL best practices.
  • Excellent communication skills, both verbal and written.
  • Proficiency in Microsoft Office Suite, with a focus on Excel and PowerPoint.
  • 1-3 years of experience in incident management.
  • 1-3 years of experience in problem management.


Preferred Skills/Experience:

  • ITIL Intermediate Certification
  • PMP Certification
  • Strong understanding of network, server, and infrastructure technologies.


Interested candidates can apply by clicking on the link or by sending a resume directly to sclements@planet-technology.com