SeniorAdministrator - Incident Management, ServiceNow

Job Summary

Incident Manager

Key Responsibilities

Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas. • Take the ownership to oversee the day to day operations relating to Incident Management • Manage Major Incidents or situations across providers • Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer • Running both technical conference bridges and business update calls • Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed • Driving decision making for incident resolution and minimizing impact to the business • Escalation to Senior IT Management • Providing incident updates to stakeholders • Capturing incident follow ups and completing formal Post Mortems • Identifying stability trends and escalating them through the Problem Management process • Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication • Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents • Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA

Skill Requirements

Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains. • Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. • Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution • Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment. • Understanding of foundational IT technical issues and relationships • Sensitivity and urgency in dealing with line of business outages.

Other Requirements

Ability to influence and lead technical conversations with various infrastructure support groups. • Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills • Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve • Supervisory skills and the ability to leverage support from other parts of the organization • Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level. • Understanding of Technologies & ITSM Tool • Coordination, negotiation, and persuasion skills