Lead Incident Resolution Manager

Hiring Manager: Sunder Ramboopalan

Talent Acquisition Advisor: Ramkumar Shahpurkar

Job Code Level: ICP4

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YOUR IMPACT :
The Lead Incident Manager manages technology incidents to quickly restore service following an outage. The Lead Incident Manager acting as an Incident Manager leads adhoc cross functional teams of NOC, Engineering and Client Services associates to diagnose, troubleshoot and resolve service impacting incidents. The Lead Incident Manager acting as an Incident Manager is the active facilitator and troubleshooting driver of major Incident events.

As the Lead Incident Manager, the Successful candidate will provide oversight of daily operations to ensure tactical objectives are achieved by the Incident Managers.

WHAT THE ROLE OFFERS :
85 - +0% Incident Manager - Work Focus
• Incident managers will be able to quickly acquire and maintain a high level general overview and knowledge of the end to end systems, services and tools used by and to support our customers.
• Reacts with ownership and urgency to escalated incidents.
• Takes charge of service restoration and recovery efforts.
• Documents incident events, resolution and follow up action items.
• Uses HP Service Manager and UCMDB to manage incidents, document resolution and begin root cause analysis.
• Communicates incident status in a calm, clear, accurate and concise manner.
• Escalates to Executive Management as needed.
• Provides leadership and ensures all involved remain calm, productive and focused on the proper steps necessary to resolve incidents during service impacting events.
• Directs adhoc response team and makes key decisions to quickly restore services.
• Communicates at a high level of clarity and authority with associates, management, leadership and customers.

10 - 15% Lead Incident Manager - Work Focus -
• Works closely with the Service Operations Manager to identify and promote the Incident Management Process as well as support an IT Service culture.
• Maintain and coordinate the work schedule for the Incident Management Team to ensure proper 24x7x365 coverage.
• Manages tools specific to the Incident Management team
• Point of contact for issues stemming from the performance of other Incident Managers during Major Incident Calls
• Advocate of Service Management disciplines
• Assist manager in performance reviews, hire, and disciplinary actions
• Maintain training curriculum, assist in training/onboarding
• Seeks continuous improvement of self, processes and services.

WHAT YOU NEED TO SUCCEED :
• Service Management processes including detailed knowledge of Incident, Problem and Change.
• Broad industry experience for industry standard application software, hardware and networking.
• Able to lead, troubleshoot and take charge during high activity sessions.
• Strong English verbal and written skills.
• Strong organizational level communications skills.
• Demonstrated history of leading people during times of high activity, change or technically complex situations.
• Demonstrated history of supervisory or management of small teams.
• Bachelors degree in IT field, and/or equivalent work experience.
• 10+ years in IT with Software and Infrastructure Operational experience.
• Previous IT Service Management experience including Problem and/or Incident Management required.
• Prior history operating in a fast pace, high visibility role within IT department of a global company.

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