IT Service Delivery Manager

2 weeks ago


Dallas, Texas, United States Michael Aaron Staffing, LLC Full time
Job Description

Michael Aaron Staffing, LLC is seeking an experienced Incident Manager to join their team in a full-time capacity. The ideal candidate will have a strong background in IT service management and a proven track record of handling high-impact technology events.

Key Responsibilities:
  • Incident Management: Manage high, critical, and limited business-impacting events to resolution, ensuring alignment with quality and stability objectives.
  • Process Management: Play a pivotal role in process management, including service strategy setting, service design, transitioning services to production, operations, and continuous improvement.
  • Communication: Handle communications for outages or IM tickets, run bridge calls for large outages, and provide updates.
  • Analysis and Documentation: Maintain daily incident analysis reports for outstanding incidents, provide root cause analysis documentation to internal teams and partners, and review root cause analysis documentation with Product owners.
  • Leadership and Collaboration: Engage leadership and provide timely updates, utilize a blend of analytical, technical, and communication skills effectively in a team-based setting, and communicate the customer/business/technical impact, status, and resolution to internal stakeholders in real-time.
  • Documentation and Record-Keeping: Ensure timely and accurate documentation of incident timelines, scopes/impacts, resolutions, and other quantifiable properties for record-keeping and post-incident reviews.
Qualifications:
  • Bachelor's degree in Computer Science or a related field, or equivalent professional experience in information technology operations.
  • At least 5-7 years of experience in performing IT service management activities.
  • Experience managing major incident processes, both hardware and software issues.
  • Experience handling major technology events in complex environments, inclusive of drafting and distributing wide-scale executive summary communications.
  • Strong understanding of industry best practices and tools for incident management.
  • Excellent analytical, technical, facilitation, and written communication skills.
  • Capability to work effectively within a team-based environment.
  • Proficient in self-directed learning regarding documented processes and incident management tools to advance personal development.
  • Adept at managing complex and time-sensitive tasks.
  • Keen attention to detail for effective communication and post-incident analysis.
  • Ability to consistently and comfortably collaborate closely with executives and senior leadership.


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