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Incident Resolution Specialist

1 month ago

Houston, Texas, United States The Dignify Solutions LLC Full time
Incident Manager Job Description

The Dignify Solutions LLC is seeking a highly skilled Incident Manager to join our team. As an Incident Manager, you will be responsible for leading the technical teams in resolving high-priority incidents that impact our users.

Key Responsibilities:
  • Technical Triage: Collaborate with system SMEs to troubleshoot high-priority incidents, providing technical leadership and ensuring thorough and structured troubleshooting efforts.
  • Executive Reporting: Develop and provide technical expertise to create executive reports that accurately portray the details of triage efforts.
  • ITIL Compliance: Lead technical SMEs in adhering to ITIL best practices for Service Management and Incident Response.
  • Team Leadership: Lead distributed technical teams in resolving issues through effective engagement and communication with stakeholders.
  • Issue Evaluation: Exercise sound judgment in evaluating, assigning, and escalating issues.
  • Documentation: Document findings and provide analysis of resolved issues to leadership through effective written communication.
  • Triage Call Management: Set up and lead triage calls, ensuring all required technical teams are present, and coordinating discussions to diagnose issues and develop mitigation options.
  • Process Ownership: Accountable for the overall quality of the process and oversee the management of procedures, data models, policies, and technologies associated with the process.
  • Process Improvement: Own the process and supporting documentation from a strategic and tactical perspective, approving changes and developing process improvement plans.
  • Process Alignment: Work with the Process Owner for Incident Management to ensure both processes work in conjunction with each other.
  • Policy Promotion: Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis Management.

Requirements: The ideal candidate will have a strong background in technical operations, ITIL, and service management, with excellent leadership and communication skills.