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Posted: Wed Sep 30, 2009 7:27 am Post subject: ITIL Incident Manager
The ITIL Incident Manager is responsible for all aspects of the Incident Management process for our Integrated Infrastructure Management 3.0 (IIM3.0) IT Service Management clients. Will interface with all functional areas as well as the Major Incident Coordinators, Problem, Change and Configuration Managers. Will report directly to the ITIL Service Operations Manager.
The Incident Manager working with the Service Operation Manager ensures adherence to the Incident policies, processes, procedures and work instructions. This position will ensure that compliance regulations and Service Levels are met and working with the Change and Release Managers ensures that the production IT environment is protected from improper or risky changes and releases. This includes ensuring that our clients’ Configuration items and relationships are fully documented in the Configuration Management System.
The Incident Manager working with the Service Operations and Service Transition Managers ensures that process, people and technology integration between all the IT Service Management (ITSM) processes is sound and delivered to our clients.
The scope of Incident Management and client Configuration Items in scope for this position includes all supported client assets and supplementary information to support applications and infrastructure.
Major/Essential Responsibilities
Interact with Service Operation, Service Transition Managers, Program Manager and client management to ensure compliance and execution of all ITSM processes
Direct the Manage the Major Incident Coordinators and Major Incident Coordination process, SLA oversight, adherence and reporting
Identify, plan and execute areas for Service Improvement
Ensure consistent execution of Incident Management policies, processes, procedures and Work Instructions
Review and perform analysis of organization’s Incident procedures and policies for accuracy, completeness, and adherence to global standards.
Recommend and implement process improvements.
Create, document track and maintain Incident Management service and process improvement plans with corrective action requirements and activities
- Education
Bachelors degree preferred or equivalent experience
ITIL v3 Foundation and Practitioner (Incident) certification a must
- Experience / Skills
2-5 years of experience managing ITIL processes in Incident Management
5 years of experience in working across and in an ITSM organization
5+ years managing in a Data Center/application hosting environment
Very strong written and verbal communication skills
Ability to work in a virtual team environment across time zones
Ability to pull and analyze data for driving continuous operational improvement
Able to travel if required
Good knowledge of general IT concepts (applications, servers, networks, databases)
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