Previous Job
Critical Incident Manager
Ref No.: 20-00124
Location: Portland, Oregon
 Key Responsibilities:-
· Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
· Take the ownership to oversee the day to day operations relating to Incident Management
· Manage Major Incidents or situations across multiple providers
· Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
· Running both technical conference bridges and business update calls
· Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
· Driving decision making for incident resolution and minimizing impact to the business
· Escalation to Senior IT Management
· Providing incident updates to stakeholders
· Capturing incident follow ups and completing formal Post Mortems
· Identifying stability trends and escalating them through the Problem Management process
· Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
· Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents
· Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA

Skills, Knowledge and Experience:-
· Must be an experienced resource with minimum 7+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains.
· Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
· Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
· Passion for identifying problems that cause incidents and lengthen time to repair and attacking the issues to eliminate the cause in our environment.
· Understanding of foundational IT technical issues and relationships
· Sensitivity and urgency in dealing with line of business outages.
· Ability to influence and lead technical conversations with various infrastructure support groups.
· Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skills
· Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve
· Supervisory skills and the ability to leverage support from other parts of the organization
· Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
· Understanding of technologies & ITSM Tool
· Coordination, negotiation, and persuasion skills

· Comfortable working night shifts and On Call
· US citizen or GC holder

Certifications (Preferred): ITIL, SIAM
Total Experience: Min 12+ years

Any queries reach out to Raj - 7603074256 or email to