Role OverviewThe Incident Manager will coordinate response to all critical/major or high-priority technology-related incidents in accordance with ITIL best practices and lead all aspects of incident tracking and communication. The Incident Manager is responsible for ensuring normal service operation is restored as quickly as possible and that incident response activities are properly coordinated, communicated, and documented to minimize the business impact of telecommunications, infrastructure, or application outages.
What You Will Do
Manage all critical or high-priority technology-related incidents, leverage problem management efforts to support Continuous Service Improvement, establish and enforce incident response standards, and review trends to proactively take actions to remediate the risk of future reoccurrences.
Why It Might Be a Fit
The successful candidate will leverage their training and experience in ITIL Incident and Problem Management to effectively collaborate and manage conversations between and among various technical SMEs during service outages, and to recommend processes and improvements to prevent future incidents.
Requirements
- A baccalaureate degree from an accredited college in computer science, engineering or a related field
- Four years of satisfactory full-time experience related to information technology service management, process management, operations
- Eight years of satisfactory full-time experience related to information technology service management, process management, operations
Benefits
- Choice of medical coverage plans
- Deferred compensation plans
- Defined pension benefit plan as a member of the New York City Employees' Retirement System (NYCERS)
]]>