Incident Manager

Company: Apex Systems ( Learn More )

General Information
US-MD-Frederick
N/A
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job Description

ROLE: Incident Manager

LOCATION: Washington DC Metro area

OVERVIEW: Apex Systems has an immediate need for an Incident Manager to help ensure critical issues are delegated to the proper stakeholders. The position is on a contract to hire basis, with com hourly compensation in the $45 - $55 per hour range, depending on experience. The successful candidate will ensure that standardized methods and procedures (ITIL) are used for efficient and prompt handling of all incidents in order to minimize the impact of incidents in the environment. Candidates must be willing to work an overnight shift, and assist in an on-call rotation schedule.


RESPONSIBILITIES:

  • Produces management information, including KPIs and reports
  • Monitors the effectiveness of incident management and makes recommendations for improvement
  • Ensures that all IT teams follow the incident management process for every incident
  • Coordinates and manages the Incident Management process activities across the global environment and with external suppliers to agreed global and local SLAs
  • Responsible for the complete process adherence and handling of incidents according to SLAs
  • Is responsible for handling all incidents
  • Drives efficiency in alarming and detection of events/incidents
  • Provides timelines and detailed notes for each “Critical Situation”
  • Initiates automation initiatives to allow faster recovery times
  • Analyzes incident data for trending purposes and leverages the problem management process to reduce incidents and perform continuous service improvement.
  • QUALIFICATIONS:

  • 5+ years in a Change/Incident/Problem Management or Project Management capacity
  • Able to work 12 hour shifts in a 365x24x7 environment
  • Excellent verbal and written communication
  • Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus).
  • Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company.
  • Strong influencing and relationship management skills.
  • Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
  • Self-driven and resourceful to achieve goals independently as well as work well in groups.
  • High level of IT literacy – MS Office (Word, Excel, PowerPoint



  • Job Requirements