ServiceNow Incident ManagerDallas, TX (Hybrid)Long Term Contract Job Description:PM with ServiceNow background: This Positions will act as an incident manager on major incident bridge calls. As an incident manager this position will be required to assume the role of either an incident commander or a deputy or a scribe on a major incident bridge call. The roles will be switched weekly so that an incident manager gets exposed to each of these mentioned roles. As an incident manager you will be responsible and accountable to drive major incidents to resolution within the defined SLA's(Service Level Agreements).
- This role demands to be available 24 7 for business-critical incidents and work in shifts as decided by management. Must be agreeable to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight and weekend shifts
- setup communication channels for major incidents and train team members and other incident commanders on how to communicate during major incidents.
- As an incident commander you will be responsible for driving the severity bridges to closure within the defined SLAs.
- As a deputy you will be responsible for monitoring and assessing potential impact to business critical applications/systems and assist incident commander as required. This role will be expected to take over incident commander role when needed.
- As a scribe you will be responsible for maintaining timeline of key events during a major incident. Documenting actions and keeping track of any follow up items that will need to be addressed.
- Jointly accountable for the successful delivery of global command centre.
- Provides status reporting to management via productivity metrics and creates standard/ad hoc reports
- A Bachelor's degree in Business, Economics, Mathematics, Information Systems, or equivalent degree or work experience and 4+years of professional experience in IT Operations/Technical App-Infra Support role.
- Proficiency with ITSM tools like Service Now, Pager Duty, ITIL and incident Management
- Excellent Verbal and Written communications and the ability to work well with business and technical teams
- Experience in monitoring tools like - Nagios, Splunk, Grafana, Datadog
- Ability to manage multiple activities at one time in a high pressure environment
- Strength in building partnerships; working collaboratively with a variety of skills and levels.
- Strong problem solving/analytical skills and strength in driving for business outcomes and results
- Proven ability to prioritize, multi-task and adaptable to changing requirements and direction
- Project Manager or Incident Manager certification is required