Incident Manager

TVH • Olathe, KS

1d

About The Position

TVH is looking for an Incident Manager to act as the primary point of contact for all IT incidents. This role will focus on ensuring quick and qualitative resolution of incidents across the IT department and will act as backup Problem manager, implementing permanent fixes, and preventing future issues to maintain optimal system availability and reliability. The Incident Manager will keep all IT stakeholders and support teams informed about corrective and preventive actions, while also representing TVH as an ambassador for the IT support services across the organization. Apply today! YOUR ROLE AND RESPONSIBILITIES As Incident Manager, you make sure all incidents are handled in a qualitative way within the IT department and even beyond. This will involve:

Requirements

• Must possess a Bachelor’s Degree in Computer Information Systems or Computer Science
• At least five years of experience in an Incident Manager role or a similar position.
• Experience in actively coordinating major incidents that might require multiple teams and/or suppliers to collaborate.
• Extensive knowledge and hands-on experience with ITSM applications and ITIL processes.
• Experience in designing, implementing and improving ITSM processes
• Proven track record of working in a multinational organization with an international scope.
• Exceptional verbal, written, and interpersonal communication skills.
• Strong organizational, time management, and follow-up capabilities.
• Demonstrated flexibility, initiative, and a proven ability to deliver timely and high-quality results.
• Advanced problem-solving skills, with a focus on efficiency and effectiveness.
• Team-oriented with a positive and collaborative attitude.
• Committed to promoting and aligning with the mission, vision, values, and culture of TVH.
• Demonstrate intermediate proficiency in both Microsoft (Word, Excel, and PowerPoint) and Google Suite (Mail, Calendar, Google Meet, Sheets, Drive).
• Ability and willingness to travel occasionally.

Responsibilities

• Monitor all open incidents across the IT department including those handled by our partners and take proactive measures based on KPI reporting and dashboards.
• Analyze the actions of all teams handling incidents and requests within the TVH ITSM tool, ensuring qualitative handling of these incidents and requests.
• Manage second and third-level support incidents/requests in specific IT domains, providing timely and effective solutions to impacted end-users.
• Take ownership of critical incidents (P1) and coordinate all actions with support teams and external suppliers to ensure fast resolution.
• Perform in-depth analysis of incidents to determine root causes and implement actions to prevent recurrence, while developing action plans to reduce overall incidents.
• Create and present periodic reports on incident management, request management, and call statistics, and discuss findings with the relevant stakeholders.
• Organize frequent operational meetings with stakeholders (Software, Infrastructure) and governance profiles (Problem Manager, Change Manager).
• Provide 24/7 on-call support in a rotation with the other Incident managers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees