The Incident Manager is responsible for driving major incidents across multiple digital programs, engaging various teams – both internal and external – to quickly restore services. This position is responsible for identifying incident, engagement, communication process, escalations, monitoring tools, metrics and scorecard creation. This position requires a strong incident management experience, someone that is a self-starter, can quickly assess incident priority, engage resources and drive resolution. Puts emphasis on communication, ability to clearly elaborate on an incident's impact, resolution, next steps, etc.., can work through these challenges, escalating when necessary, and only after exhausting options with internal/external stakeholders.
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Develops procedures for incident triage and management, metric and measure creation, management, dashboards, administration of monitoring tools, and communication process
Ensures that technical issues are responded to and that normal service operations are restored as quickly as possible
Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management
Identifies persistent or recurring problems and recommends creative solutions
Maintains escalation and contact lists for mission critical assets
Monitors applications for most efficient operation, identifying fault conditions as well as opportunities for further optimization
Recommends opportunities for process improvement
Reviews and revises incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
Reviews core operational performance metrics for Digital and Mobile Products environment
Strong Focus on customer and communications
Ensure incidents are escalated and facilitated to enable efficient and timely service restorations
Communicate with all levels of management regarding Priority 0 and Priority 1 incidents
Ensure strong, clear and effective communication across all release stakeholders
Perform initial Priority assessments and mediate Priority assessment disputes
Facilitate the restoration of service
Facilitate discussions and identify resulting action items
Ensure the correct technical staff is working on an incident
Escalate issues during the issue resolution
Understands and works well within global team, ensures proper handoff of incidents and details
Facilitate and support lessons learned reviews
Drives Root Cause Analysis with technology partners, post incident resolution and facilitates RCA reviews
Assist with enhancements of incident process documentation & incident reports
Assist in measuring and improving, information and experience within incident management
Ensure standards, tools and best practices are implemented
Educate community about Incident Management services
Completes ad-hoc and ongoing projects on an as-needed basis
Qualifications
8-10 years of experience with at least 3-5 years related to incident management, program management
Bachelors or equivalent degree in the field of Computer Engineering, Information Systems etc.
Experience in Agile methodology
Knowledge of Release management desired
Experience in Java, SQL, mobile tools is a plus
Incident Management Certification preferred, ITIL or equivalent
Self-driven and effective in communication
Good Inter and Intrapersonal skills
Experience in working with Global teams and clients
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