Incident Manager

Immediate need for a talented Incident Manager. This is a 12+ Months Contract opportunity with long-term potential and is located in Allen, TX /Springfield, MO(Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID:25-64566

Pay Range: $40 - $48/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
 
Key Responsibilities:

• Respond to incidents detected/reported and take the lead in providing incident response, management and resolution efforts
• Drive high levels of engagement from initial triage to active investigation, impact mitigation and incident remediation.
• Work in partnership with other teams (e.g. Applications, Network, DBA, etc.). as may be required to identify/assess/correct problems either because of or in prevention of an incident.
• Field, Triage, and Coordinate calls to mobilize resources during incidents or outages.
• Establish / Maintain bridge line call during the outage to coordinate notification actions recovery resources.
• Generate and Maintain incident documentation and reporting.
• Enable communication knowledgeably and with confidence, broadly and effectively across both technical and business audiences including executive leadership regarding incident status
• Recommend corrective action and improvements
• Facilitate incident management continuous improvement
• Utilize and help continuously improve incident management processes and procedures based on ITIL best practices
• Analyze trends and patterns in events to identify opportunities for improvement and optimization
• Identify feature and process gaps and prioritize and fix them.
• Facilitate post-incident reviews:
• Conduct/coordinate post-incident retrospective meetings, incident root cause analysis, and review / mine data to determine future preventive measures, identifying and supervising follow-up actions.
• Oversee the timely publication of root cause analyses within the organization as well as with external partners.
• Collaborate with Product, Business, Engineering and Support teams to ensure impacts are multi-functionally understood and remediation efforts completed.
• Report on incident outcomes
• Maintain outstanding incident records.
• Publish reports (top issues, critical metrics) demonstrating the health and efficiency of the Incident Management program.
• Contribute to business stability meetings.
• Create and/or update necessary knowledge articles.

Key Requirements and Technology Experience:

• Skills-ITIL, Problem Management, ServiceNow. 
• 3+ years of experience in a 24x7 operations center environment as an incident and problem manager.
• Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details and an eye for continuous improvements.
• Organized, analytical mindset, with a technical background
• An understanding of ITIL Foundations, ServiceNow ITSM, monitoring tools is a must.
• ITIL V3 and/or V4 Foundations certification is highly desirable.
• Ability to accurately and meaningfully communicate problem statements, status and impacts in relation to the customer experience.
• A data-oriented, critical thinker who can adjust focus over the course of an investigation, mitigation in the short term, and thoughtful analysis and remediation in the longer term.
• Ability to adapt in a positive manner to changes in business priorities, scope and level of engagement required.
• Self-directed, demonstrates leadership skills, and values team building.
• Must participate in the on call including weekends, nights, and holidays (will require being on call every other week beginning on Monday evening and ending on the following Monday morning).
• Works well under pressure and within time constraints to solve problems and complete deliverables.
• A forward-thinking decision-maker that optimally balances risks and benefits for the greater good.

Our client is a leading Financial Technology Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
 
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .

#cha J2W:CB3