Incident Manager

1 month ago

New York, United States MSG Entertainment Holdings, LLC Full time

**Who are we hiring?**

The Incident Manager is directly accountable for managing and executing processes and procedures that will minimize end-user impact of IT incidents, as well as facilitating the root cause identification and resolution at Madison Square Garden Entertainment and Sphere Entertainment Corporation. The Incident Manager is also responsible for process improvement, system maintenance, and management reporting responsibilities.

**What will you do?**
- Manage Incident, Major Incident, and Problem Management processes.
- Provide backup support for Change Management processes, chairing the Change Authorization Board (CAB) when needed.
- Manage and enhance policies and procedures to ensure efficient incident and problem management.
- Collaborate with Support Manager(s) to establish service targets aligned with customer needs and identify root problems inhibiting service targets.
- Coordinate with Service Desk and support teams to establish and maintain the Known Error Database.
- Aid in defining processes for recording and producing management information related to incident and problem management; including but not limited to timelines, status communication updates, and root cause analysis.
- Conduct trending and analysis of incidents to proactively identify areas for improvement.
- Develop and maintain documentation for incident and problem management processes and the Major Incident Response Team.
- Liaise with suppliers and contractors to ensure fulfillment of contractual obligations related to problem resolution and data provision; providing summaries when SLAs are breached.
- Foster collaboration, continuous improvement, and communication across departments.
- Seeks opportunities to leverage and integrate existing tools to streamline cross-collaborative incidents.
- Support MSG IT on-call alerting system, ensuring best practice is configured within the system.
- Ensure compliance with customer and regulatory requirements.
- Perform other duties and responsibilities as necessary.

**What do you need to succeed?**
- Bachelor's Degree in a technology-related field or equivalent experience
- ITIL certification(s) preferred
- 5+ years of relevant experience in an ITIL environment
- Proficiency in Incident, Problem, and/or Change Management principles, particularly ITIL.
- Familiarity with relevant tools and systems supporting Incident Management
- Experience with PagerDuty or ServiceNow is beneficial
- Strong communication, planning, coordination, organization, collaboration, and leadership skills
- Ability to enforce compliance with standards and regulations while maintaining respectful communication
- Ability to build strong working relationships and influence in a matrix environment, previous personnel management experience is preferred

**Special Requirements**
- Availability for on-call duty in a 24x7 environment
- Occasional travel (

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