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Incident Manager
Ref No.: 18-02181
Location: houston, Texas
Position Type:Full Time
Pay Rate : $ 120,000.00 - 140,000.00 /Year
Key Responsibilities:
  • End to end ownership of incidents with potential or actual business impact.
  • Drives restoration of impacted service while meeting the required service levels.
  • Manages the Incident triage calls, assess incident priority based on potential risk / business impact and urgency.
  • Prepares and sends out Incident Notifications across the organization
  • Keeps the incident ticket compliant with the required information and regularly updated.
  • Chairs technical meetings and manages tasks across allocated resources from multiple teams.
  • Decides and triggers both technical and hierarchal escalations
  • Invokes and assists on implementing BCP procedures for infrastructure, applications, resources and offices when required.
  • Manages emergency power downs of devices in the data center or communications room.
  • Reviews and sponsors urgent changes required to resolve incidents or to meet target deadlines.
  • Creates and drive problem tickets and associated tasks for root cause investigation of managed incidents.
  • Keeps track of operational improvement areas and suggests process improvement base on case studies to Service Owners.
Day to Day Duties :
  • 2 years + experience in an Incident Manager / Service Management role.
  • 5 years + experience working in an IT related Service Industry with basic working knowledge of infrastructure technologies such as, but not limited to, different Unix server platforms Wintel systems, relational database systems, networking protocols and topologies, and collaboration technologies.
  • Vendor management \ relationship experience.
  • Experience with a Service Management Toolkit such as Remedy.
  • Financial Industry knowledge.