Incident Manager
2 weeks ago
Description:
Incident & Problem Manager With strong collaborative skills, you will work on the Service Operations team alongside SREs, Developers, and business partners with the express goal of rapid incident resolution in the event of a service outage or degraded customer experience. You will be expected to communicate the status of an incident, both internally and externally, influence technical specialists and organizational leaders, and be the single point of contact for the incident. The Incident & Problem Coordinator must excel at situational appraisal, problem analysis, troubleshooting methodologies, and communications. Key Qualifications — Experienced in major incident response and triaging problems related to critical services and infrastructure; exhibiting ownership in the investigation and resolution of incidents. — Demonstrated excellence communicating effectively under pressure, including partner engagement and escalations, crafting high quality stakeholder updates; ensuring communications are timely and meaningful. — Experienced as driver or leading contributor in post-incident review and root cause analysis; using five Whys and other methods to develop action items and lessons learned. — Depth of knowledge and understanding of incident and problem management KPIs, metrics, and tooling; capturing critical incident data accurately and transforming those metrics into valuable operational and business insights. — Proactive and curious; analysis of trends in incident and problem reports to assist in eliminating recurring incidents, surfacing problems before they become critical, and increasing overall efficiency. — Multi-Language Proficiency in Mandarin, Japanese, English (applicable to APAC roles only) Additional Tooling/Skills (helpful but not required) • Splunk log aggregation and analysis • Ticket tracking via ServiceNow, Jira, or similar • Data analysis and visualization using Excel, Numbers, Tableau or similar
Skills:
Incident management, Incident response, Problem management, issue management, Technical support, Itil, Root cause analysis
Top Skills Details:
Incident management,Incident response,Problem management,issue management,Technical support
Additional Skills & Qualifications:
Apple's incident management practice is surprisingly immature, and a lot of processes are not documented. This person MUST be okay with that - looking for someone who can "go with the flow" and use some common sense to reach resolutions, and also have confidence in their ability to leverage that autonomy. This is VERY important. Should be willing to roll up their sleeves and deal with lots of ambiguity, change, and do so enthusiastically.
Experience Level:
Expert Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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