ITIL Service Now Incident Manager

2 weeks ago


Fairbanks, United States Intellifusion Company Inc Full time

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ITIL Service Now Incident Manager · Act as the Single Point of Contact for managing incidents and outages · Collaborate with the Customers Service Management team if any during Incident Management process definition and documentation · Liaise with the Business and IT stakeholders both internal and external during Major Incident P1P2 Management Process outages · Track incidents escalated to 3rd party vendors or customer retained organization to closure · Perform aging analysis on tickets and send appropriate reports to the tower leads · Perform audits on sample incident records for quality of incident log and information · Review Incident availability SLAs for compliance and initiate appropriate action plan · Review problem tickets created in correlation with the incident influx · Liaise with problem management teams for initiating RCA and permanent fixes · Conduct regular meetings with the support teams and address their issues concerns Experience 5 - 0 Education College - Under Graduate Military Status Disability Status IntelliFusion is a Technology Company based in NJ with employees working from all over the world. We employ the best talent to work and improve our client's business, processes and technologies.

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