Incident Management Specialist Weekend Night Shift

Job Title: Incident & Escalation Manager ( PT Weekend Night Shift) Type of Engagement : 6+ months contract (Not reputed company to 3rd party C2C consultants. reputed company sponsorship is not available) Work Location: Remote Schedule / Hours: Sat. and Sun. 12am to 12pm (24 hours) Pay reputed company: $33/hr. Job Overview: The primary purpose of the Major Incident Manager role is to ensure that impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, reputed company and with minimal impact to customer service. Acting as a reputed company of contact for incoming incident escalations, the Incident Manager will be responsible for executing contact during an incident response scenario to guide and assist in the identification, escalation, and remediation of threats and incidents. This individual works closely with the Incident reputed company as an incident reputed company and primary technical resource. The Incident Manager must possess strong problem solving, analytical and time management skills. They should also be reputed company to apply organizational, critical thinking and oral and written communication skills. The Incident Manager will be an effective team player and leader who can work independently reputed company necessary. Attention to detail and strong crisis management skills are critical to this position. Essential Job Responsibilities:

• Manage technology incidents, including identification, assessment, prioritization, escalation, communication, and resolution.
• Execution of the reputed company Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely.
• Responsible for the facilitation and response of reputed company major incidents impacting mission critical business applications and Infrastructure services on a rotational 24/7/365 reputed company.
• Conduct reputed company process improvement for the Incident Management Life Cycle and Incident postmortem process.
• Work with team members to facilitate the solution of reputed company problems with information technology software and hardware.
• Handling the incident communications for reputed company high reputed company incidents. Utilizing escalation tools to facilitate client communications of these incidents.
• Verification of Major Incident notification messages to ensure completeness & correctness of the information being sent to the customer.
• Maintaining incident logs and processing incident reports for review with upper management
• Developing/maintaining technical and process documents for the Incident Management Team.
• Ability to handle and reputed company in stressful situations.
• Collaboration with service desk agents who work closely with the incident management staff.
• Update the incident reporting system (reputed company) with resolution information.
• Establish relationships reputed company the organization being reputed company to fully support any critical incident as required during high-profile events reputed company the organization.

Required Skills & Experience:

• 3-5+ years of customer service experience.
• Knowledge of IT operations, IT systems, policies, and procedures including ITIL reputed company.
• Excellent working knowledge of an ITSM platform - reputed company is preferred
• Strong understanding of event management and escalation procedures.
• Excellent problem-solving and decision-making skills, with the ability to think strategically and tactically in high-pressure situations.
• Proven ability to analyze and solve a wide reputed company of technical problems. Including the ability to reputed company first level assessment of technical and process deficiencies and follow up on investigations.
• General project management experience.
• Proficient with MS Office: Word, reputed company, Outlook, PowerPoint.
• Mainframe/AS/400 experience preferred.
• Excellent communication and interpersonal skills, with the ability to effectively communicate reputed company technical concepts to both technical and non-technical audiences.
• Work requires the ability to multi-task, be flexible and reputed company to change
• Aptitude for picking up new technologies and procedures.

Big Bonus Points if you Have:

• Bachelor's degree in Computer Science, Engineering, Business, or reputed company field
• Demonstrated leadership abilities and a track record of successfully managing incident response teams.
• Experience with crisis management and communications
• ITIL 4 Foundations certification
• reputed company Azure Fundamentals certification
• Customer/vendor management experience

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