Incident Manager

Genesis10•Charlotte, NC

12h•Onsite

About The Position

Genesis10 is seeking an Incident Manager for a contract position with a Global Financial Institution. This role focuses on the triage of major incidents impacting the supported application portfolio. The ideal candidate will facilitate the resolution of problems across multiple teams, communicate with senior management, and drive production issues to service restoral while utilizing ITIL and ITSM processes.

Requirements

3+ years of technology experience
Good Communication Skills
Ability to lead meetings
Ability to write clear concise updates to properly communicate to Senior Leadership
Ability to multi-task and prioritize work to complete deliverables on-time
Manages risk well across production issues
Microsoft Products (Excel, Word, PowerPoint)
ITSM (Information Technology Service Management) Remedy
Experience with ITIL and ITSM
ServiceNow Experience
Ability to analyze data and make correlations to events and performance
Strong knowledge of Major Incident Management Process
Knowledge of ITIL (Information Technology Infrastructure Library) Processes with focus in Major Incident Management and Problem Management

Responsibilities

Triage of Major Incidents impacting the supported application portfolio and the review of knowledge content to ensure that it is useable by our technical staff and our end user community
Facilitate the resolution of proactive/reactive problems, as related to incident management, across multiple teams
Notify, escalate and communicate to senior management the existence and status of outages, as necessary
Partner with the Problem Management team and ensure the root cause, preventative measures, and lessons learned are all captured in the Problem Management system of record
Able to open Incident and Problem Tickets
Facilitate triage activities with multiple support teams across the company, including Senior Leadership
Take ownership of production issues and drives to service restoral / remediation
Work well with AMRS and regional support partners
Collaborate with Bridgelines and Breakout Sessions
Documenting key triage activities
Identify and paging the right teams for assistance

Benefits

Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF, and Illinois)