Incident Manager IV

3 weeks ago


Philadelphia, United States Robert Half Full time
Job DescriptionJob DescriptionWe are offering a short term contract employment opportunity for an Incident Manager IV (Contractor) to join our team. As an Incident Manager, you will be an integral part of the Production Support team, managing incidents for new and existing products. You will be working in a dynamic operations environment in Philadelphia, Pennsylvania.

Responsibilities:
• Identify, triage, and resolve incidents within the set Service Level Agreements
• Ensure all root-cause analysis is meticulously documented for high severity incidents and communicated to the respective product owners
• Collaborate with various operations teams to expedite and ensure timely resolutions to incidents
• Monitor customer accounts and take appropriate action when necessary
• Process customer credit applications with accuracy and efficiency
• Maintain customer credit records with the highest level of accuracy
• Utilize your experience with monitoring technologies in managing incidents
• Apply your knowledge of ITIL and Incident Management practices in the day-to-day operations
• Leverage your understanding of Computer Sciences and Engineering in problem-solving and incident management
• Deliver superior customer service in all interactions with internal and external customers.• Demonstrable proficiency in Customer Service, with an emphasis on maintaining high client satisfaction levels.
• Proven experience in Operations, with the ability to manage and streamline processes for optimal performance.
• A strong background in Engineering, with a focus on implementing practical solutions to complex problems.
• Familiarity with industry-standard Practices, ensuring compliance and adherence to best practices at all times.
• A degree in Computer Sciences or a related field, or equivalent work experience.
• Proficiency in managing Service Level Agreements, ensuring all service delivery commitments are met.
• Experience in Production Support, effectively managing production incidents and mitigating any potential impact.
• Knowledge of ITIL Processes, implementing and managing them to improve IT service management.
• Proven track record in Problem Management, identifying, analyzing, and resolving issues promptly.
• Familiarity with Monitoring technologies, using them to track system performance and identify potential issues early.
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