IT Incident Mgr needs 5+ years ServiceNow experience
IT Incident Mgr requires:
Detailed knowledge of Information Technology Infrastructure Library (ITIL) v3/v4 and IT Service Management (ITSM) processes
5-8 years' experience with ServiceNow
Incident Manager role
- Exp with ServiceNow, reporting and analysis of incidents and support Problem Managment and change management
- Certification: ITIL V3 or ITIL V4
-Shift: Work on the weekend (Thursday, Friday, Saturday, Sunday, Monday - 8 hours and might have overtime)
- Candidate can work on late east morning to late east coast evening)
No remote
Superior oral/written communication skills ability to translate technical jargon to laymens terms
Ability to operate under stress within fast-paced environment and to maintain a high level of attention to details and adapt to needs based upon severity of each incident.
Good analytics and troubleshooting skills
Experience with multitenant architecture, infrastructure, and hosting technologies, i.e. OpenShift, and VMWare
Experience with varying monitoring tools, i.e. Dynatrace, NS Splunk
Experience with reporting analytics tools, i.e., Tableau, and ServiceNow
Hybrid, 3 days in office
Roles in Charlotte, Broomfield, Denver, Iselin, New York
hands-on position, with a strong emphasis on providing production support within a fast-paced IT production environment.
Preferred Qualifications:
Financial services industry experience
Demonstrated ability to prioritize projects and efforts with minimal guidance ITIL v4 expert
Experience in 24x7 IT production support operations
IT Incident Mgr duties:
Provide ITIL based knowledge and expertise in support of the Incident Management functions
Review processes and procedures, identify process gaps, and recommend and assist in end-to-end process improvements
Assist in the development of documentation to support established Incident Management policies and procedures and training documentation
Ensure required technical resources are engaged to restore service for business critical events and perform hierarchical escalations as needed.
Assess, act upon, escalate and communicate regarding Major Incidents that are reported by internal staff
Produce clear and concise information/communication to a variety of staff on varying levels, including IT Senior Leadership, providing incident details.
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Reference : IT Incident Mgr, PAYS $66/HR jobs
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