13 Apr
Michigan,
Dearborn
, 48126
Dearborn
USA
Vacancy expired!
Position Description:The Incident Manager is responsible for the upkeep and smooth operation of IT systems. The position entails overseeing all aspects of the incident management process from evaluation to resolution. The position will involve hosting technical bridges to troubleshoot complex issues, escalation to various support application and infrastructure teams as necessary, maintaining a log detailing the event, ensuring operations are returned to normal as soon as possible and identifying methods to prevent similar problems in the future. The ideal candidate will have a good understanding of IT support principles, various operating systems, networking protocols and databases. Experience with ITSM/ITIL principles is preferred including incident, change and problem management.Position Duties Coordinate resolution of complex technical problems with a variety of diverse applications Maintain incident logs describing the event, what occurred, timing, root cause and actions taken to resolve Create incident and problem metrics Updating escalation procedures and training manuals as required Communication on corporate issues with global incident managers Provide written updates on issue status and next steps to business and IT partners Proactively research potential problems and develop application knowledge articles Follow-up on incidents to ensure permanent corrective action has been identified Participate in the daily production status meetings to identify Critical Success Factor (CSF) violations Facilitate warm hand-off of active incidents to regional incident managers Participate in off hour on-call support rotations Generation of ad-hoc incident reports as necessary Improve application monitoring through tooling and instrumentation Provide on-going support for and lead expansion of application health dashboards using Splunk and DynatraceSkills Required:Excellent communication skills both oral and written Strong problem-solving skills and ability to provide clear and concise written communications Ability to clearly communicate with both IT and business partners at various management levels Capable of handling multiple tasks simultaneously under pressure during critical incidents Critical thinking capability and ability to help drive resolution to complex technical problems Highly effective team-player with strong interpersonal skills Flexibility to adjust to changing requirements, schedules and priorities Strong knowledge of MS Office and SharePoint Available to work flexible hours to support global customer base Experience Required:At least 2-years of experience in Information TechnologyEducation Required:Information Technology, communications or business background
Vacancy expired!
Report job
