Responsibilities
- Executes the Incident Management process tasks in adherence with global and local requirements and with the guidance of the incident manager and / or IT Service Delivery Manager.
- Coordinates and manages the Incident Management process activities across departments and ensure meeting SLAs with the guidance of the incident manager and / or IT Service Delivery Manager.
- Escalates risks and issues to the IT Service Delivery Manager with the guidance of the Incident Manager
- Supports Incident Management reporting (KPIs and customer SLAs) with the guidance of the incident manager and / or IT Service Delivery Manager.
- Assists the Incident Management in ensuring consistent end-to-end application of the Incident Management process with the guidance of the incident manager and / or IT Service Delivery Manager.
- Drives implementation of standard execution of the Incident Management process
- Is responsible for theplete process adherence and handling of incidents according to SLAs with the guidance of the incident manager and / or IT Service Delivery Manager.
- Is responsible for acting as an escalation point to expedite incident resolution with the guidance of the incident manager and / or IT Service Delivery Manager.
- Is responsible for handling critical incidents and escalating to IT Service Delivery Manager when it bes a Major Incident with the guidance of the incident manager and / or IT Service Delivery Manager.
Experience Needed
- ITIL certification or relevant experience with ITIL implementations preferred
- Experience with ServiceNow Preferred
- Solid leadership andmunication skills (written and verbal)
- Proven ability to work in a high pressure, client facing environment.
- Solid problem solving skills; must be detailed and results oriented.
- Strong time management / planning skills, must be able to allocate resources for a 24x7 on call support environment
The estimated salary range for this position is $65, to $80, Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location.
In addition, this position is eligible for incentivepensation.
LI-Remote
LI-FO1
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Job ID R24 0000000758
Splst, Incident Management
Assists the Incident Management in ensuring consistent end-to-end application of the Incident Management process with the guidance of the incident manager and/or IT Service Delivery Manager. Executes the Incident Management process tasks in adherence with global and local requirements and with the g...
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