Major Incident Manager

NetSource Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of % in the last years with over + employees globally, with over + locations in the US and global operations in countries.

We believe in providing staffing solutions to address the current talent gap Right Talent Right Time Right Place Right Price and acting as a Career Coach to our consultants.

Please find below the job description.

Position : Incident Manager

Location : Irving, TX (Hybrid, days onsite per week)

Type : Long Term Contract

Job Summary :

We are seeking a seasoned Incident manager with - years of experience, skilled in Major Incident Management, ITIL V, JIRA ITSM .

The ideal candidate will enhance our IT service management processes and contribute significantly to our operational excellence, ensuring high-quality service delivery and customer satisfaction.

Experience : to years

Required Skills : Major Incident Management, ITIL V, JIRA ITSM

Shift : Rotational / Standard Day - On call will be applicable rotationally

Roles & Responsibilities :

• Analyze and optimize IT service management processes to align with ITIL V best practices.
• The Incident Manager takes full ownership and accountability for the Incident Management process within the IT organization, including all major incidents that are reported and must be resolved.

Once a major incident is escalated by st- or nd-level technical staff, the Incident Manager should determine what resources and expertise are required to resolve the incident and set about forming a Major Incident Team that can resolve the issue as quickly as possible.

• Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, policies, and technologies associated with the process
• Owns the process and supporting documentation for the process from a strategic and tactical perspective
• Approves all changes to the process and development of process improvement plans
• Defines policies for the organization regarding the process
• Ensures that the process is fit for purpose
• Process Design
• Process Improvement
• Accountable for the overall process efficiency and effectiveness
• Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
• Ensure the design of the Crisis Management process aligns with the business and industry best practices
• Works with the Process Owner for Incident Management to ensure both processes work in conjunction with each other
• Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis Management
• Works in conjunction with Continual Service Improvement (CSI)
• Facilitate incident management meetings and ensure effective communication across teams.
• Conduct regular reviews of service delivery performance, identifying trends and implementing corrective actions as needed.
• Ensure compliance with service level agreements and manage expectations with internal and external customers.
• Provide training and support to users on ServiceNow ITSM functionalities and best practices.
• Stay abreast of the latest developments in IT service management and continuously seek ways to apply new ideas for improvement.
• Participate in the development and review of IT policies and procedures to support business objectives.

Qualifications

• Proven experience in IT service management with a strong understanding of ITIL V framework.
• Expertise in JIRA and MS Excel is mandatory.
• Excellent analytical and problem-solving skills.
• Strong communication skills, both written and verbal, are highly desirable.
• Ability to work collaboratively in a team environment and manage multiple priorities.
• A proactive approach to identifying and resolving issues.
• Certification in ITIL V is a plus.

If you are interested, please forward your resume to , You can also reach me at (+ ).

Why work with us - At NetSource, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value.

We want you to fit in with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment;

but we also want you to stand out with opportunities to have a strategic impact, innovate, and take necessary steps to make your mark.

We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management and beyond.