Incident Manager -

Company: Dumpa Consulting
Your Application: You have not applied yet
Location: USA

Hi There,

This is Nithyanandam from Dumpa Consulting LLC!!!!!!!

Hope you are doing great!!!!!!!

We have a requirement for Incident manager with 10+ years of experience, kindly check the details below and help us with suitable profiles.

Candidate must have
High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents
Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM Tool
Technical and Functional Escalation where necessary
Business impact is to be quantified and documented for reporting purposes
Aim is to reduce restoration time and escalation to Situation Management for P1 incidents
Communication via various means including SMS and reporting
Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment
Priorities major incidents and assign tasks to Service Support and Delivery resources as required
Act as the central communication point for major incidents - all Priority 1 issues and Priority 2 issues as required
Ensures creation of a resolution plan for P1 P2 incidents
Understand and clearly communicate the business impact of major incidents
Escalation trigger point for P2 Internal IBM incident to P1 if no resolution plan after an appropriate time
Priorities major incidents based on business impact to the client
Major incident managers are authorized to login in to any priority calls during lean periods for their own knowledge gain
Enforce drop dead time to prevent outage outside of change window
Develop strong working relationships with support and delivery teams, management and liaise with support areas as required
Train and mentor other team members including Service Restoration Managers and Problem Managers in process and techniques used to manage major incidents across all vendors
Providing updates / communication to senior management on the status of P1 P2 incidents
Drive/owns Management/technical checkpoints IBM internal meetings to ensure corrective action is being
taken to restore service/s
Attendance at daily Operations meetings provided there are no P1 incidents running
Provide assistance with identifying problem management trends
Candidate Good to Have
Minimum 5 years' experience in IT Service management.
Experience in preparations and publishing the prescribed incident and Service request related reports as per the defined timelines
Good Experience in tracking RCA and corrective and preventative actions specified in the RCA and Track Missed SLA and corrective actions taken for incidents/ problems
Hands on in Incident Management, Process Management & Improvement and Professional Expertise
Ability to ensure that all the data pertaining to the company and its clients is safeguarded against unauthorized or illegal use by implementing various methodologies against those who violate the security rules and regulations
Proficient to maintain the availability, integrity, and confidentiality of the information and to maintain its authenticity, control and utility of the relevant data
Experience in supporting all the necessary procedures related to security approval, accreditation, certification, etc. Roles and Responsibilities
Define Major Incident Owner Assignment Criteria / Procedure
Define Major Incident Criteria / Procedure
Define Local Management Alert Criteria / Procedure
Define Executive Alert Criteria / Procedure
Define Customer Alert Criteria / Procedure
Define Escalation Procedure
Define Service Restoration Notification Procedure
Tailor / Maintain Major Incident Management Plan
Determine if Major Incident Criteria are Met
Notify Requester that Incident is Not a Major Incident and Reasons Why
Assign a Major Incident Owner
Invoke Problem Management Process

I am looking forward to hearing from you soon.

Thanks & Regards


+1 (216) 329-1131


Dumpa Consulting LLC



Employment type: Full Time

Work Day: Full Time
Salary: Negotiable

Minimal experience: No experience

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