Incident Manager (ITSM)
Location Houston, Texas
Duration: Long Term
Day one Onsite
Job Description :
- Support system SMEs with technical triaging of high-priority incidents causing significant user impact; provide technical team leadership expertise; ensure troubleshooting effort is thorough and consistently structured.
- Provide technical expertise to develop executive reports to correctly portray the details of triage efforts.
- Lead technical SMEs in complying with ITIL best practices for Service Management and Incident Response.
- Lead distributed technical teams toward the resolution of issues through effective engagement and communication with stakeholders
- Exercise sound judgment in evaluation, assignment, and escalation of issues
- Document findings and provide analysis of resolved issues to Leadership thought effective written communication
- Setting up the Triage call when a high-priority incident occurs, notifying and tracking that all required technical teams are present, leading the triage discussion following a script to capture the pertinent status information and coordinating discussions (as well as de-escalating finger-pointing) between technical teams as they work to diagnose the issue and develop mitigation options
- Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
- Owns the process and supporting documentation for the process from a strategic and tactical perspective
- Approves all changes to the process and development of process improvement plans
- Works with the Process Owner for Incident Management to ensure both processes work in conjunction with each other
- Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis Management
- Process Design
- Process Improvement
"Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law."