Incident Management Specialist - Stamford

JOB PURPOSE

He/she ensures that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact. The IMS also ensures that business critical incidents receive a post incident review, intended to identify systemic and root cause issues that require resolution once the immediate impact is closed.

Qualifications:

• B.S. degree in Information Technology, Business Administration or other technical discipline
• At least 3 years of experience with current information technologies and their influence on business function

ELIGIBILITY REQUIREMENTS:

• Available 24/7/365 excluding pre-approved exceptions

DESIRED CHARACTERISTICS:

• Ability to work in dynamic environment with changing priorities
• High energy, innovative individual who is motivated by challenging assignments
• Excellent communication skills, interpersonal, oral, and written
• Effective at managing multiple issues with conflicting priorities under tight deadlines
• High attention to detail and accuracy
• Strong analytical, organizational, and problem-solving skills
• Strong customer communication skills with the ability to communicate technical issues to non-technical customers
• Ability to organize resources across different teams to drive resolution of system critical issues
• Ability to work well within a team to learn and share knowledge
• Strong customer service orientation
• Demonstrated ability to handle multiple tasks with little to no forewarning
• Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events

Responsibilities:

• Responds to all communication inputs regarding unplanned service interruptions from customers and internal IT
• Performs systems monitoring using multiple tools (HP Product Suites), being constantly aware of application or infrastructure issues across all production environments
• Leads/Performs incident detection, investigation, diagnosis, support, closure and reporting
• Leads/Performs logging, categorization and prioritization of incidents (impact + urgency)
• Ensures that assigned incidents are managed robustly & effectively and that any customer/business impact is identified and minimized
• Ensures all significant/business critical incidents are reported and escalated appropriately
• Ensures standard incident management does not meet bottlenecks with escalations happening as effectively as possible
• Ensures that incident ticket communication/documentation is accurate, timely, clear and concise
• Provides documentation for Known Error Data Base (KEDB) or similar depository
• Assists in Change Management process, reviewing changes to the client’s production environment including implementation, test, and rollback plans, and ensuring all changes have full approval prior to implementation
• Identifies and assists in post incident review activity to prevent repeat incidents (proactive remediation)
• Increases communication & partnerships with IT teams and business partners in an effort to provide the best possible service
• Identifies/develops solutions to maximize operational effectiveness and efficiency
• Fosters a culture of teamwork, unity, accountability, responsibility and respect