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Incident Manager & Lead
Ref No.: 18-70782
Location: Redmond, Washington
Start Date: 09/25/2018
Role: Incident Manager & Lead
Location: Redmond, WA
Duration: Full time/Permanent
Job Description:
Mandatory Technical Skills:
  • Minimum 5 years working directly within an incident management process
  • Minimum 3 years of high priority or major incident facilitation within a global IT services organization
  • Hand on Experience in active moderation of Skype bridges, White boards, Creating and publish outage notifications
  • Hands on experience in Facilitating the major incident management process ensuring appropriate teams are quickly engaged, determine root cause, restore service, and communicate status
  • Expertise in assessing incident priority based on potential risk/business impact (escalate as necessary)
  • Create major incident tickets and collaborate with others to drive associated tasks to completion
  • Provide major incident insights and data required for the post mortem and availability processes
  • Collaborate with the Enterprise Command Centre and Service Desk to identify patterns, events and issues which could prevent or limit major incident impact
  • Recommend resolutions to leaders and impactful teams.
  • Recommend adjustments to the major incident management process based on experience and anticipated future needs
  • Engaging and closely interact with application support/engineering teams
  • Drive resolution by active engagement of resolver groups
  • Experience in Call handling/ service desk
Desirable Technical Skills:
  • Project Management, Problem Management, Dynamics AX, Retail, CRM, Infra Support, Retail application support
Total Experience Required:
  • Minimum 5 years' experience