Incident Manager
2 weeks ago
Job title: INCIDENT MANAGER-SERVICE MANAGEMENT
Hybrid: Irving, TX
Job summary
We are seeking a seasoned Incident manager with 6-7 years of experience, skilled in Major Incident Management, ITIL V4, JIRA ITSM. The ideal candidate will enhance our IT service management processes and contribute significantly to our operational excellence, ensuring high-quality service delivery and customer satisfaction.
Experience: 6 to 7 years
Required Skills: Major Incident Management, ITIL V4, JITA ITSM
Roles & Responsibilities
- Analyze and optimize IT service management processes to align with ITIL V4 best practices.
- The Incident Manager takes full ownership and accountability for the Incident Management process within the IT organization, including all major incidents that are reported and must be resolved. Once a major incident is escalated by 1st- or 2nd-level technical staff, the Incident Manager should determine what resources and expertise are required to resolve the incident and set about forming a Major Incident Team that can resolve the issue as quickly as possible.
- Approves all changes to the process and development of process improvement plans
- Defines policies for the organization regarding the process
- Ensures that the process is fit for purpose
- Process Design
- Process Improvement
- Accountable for the overall process efficiency and effectiveness
- Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
- Works with the Process Owner for Incident Management to ensure both processes work in conjunction with each other
- Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis Management
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