Critical Incident Manager

We are looking for Critical Incident Manager for our client in Phoenix, AZ Job Title: Critical Incident Manager Job Location: Phoenix, AZ Job Type: Contract Job Description:

• To cross-functionally support our business partner in the management and oversight of critical incident resolution.
• Candidates must have a background in managing projects in various aspects of computing infrastructure, shared services, and application support services.
• Ideally, should have experience working with multiple computing infrastructure platforms along with data center specific projects.
• Additionally, must have experience with ITIL Service Operation and should be successful under minimal supervision, planning, directing, and coordinating activities to drive expedient and efficient restoration of services during a critical incident.
• Ultimately responsible for managing the team to ensure that service is restored as soon as possible, all the while maintaining the client's excellent customer service expectations.

• Monitor Critical Incident Occurrences to ensure near-immediate response by the technical support team.
• Coordinate and manage conference calls, conference chats, and communications to ensure restoration activities progress continuously with the right resources engaged.
• Ensure proper notification is delivered as per schedule through various communication vehicles, dependent on the situation.
• Prepare, collect, and distribute reporting and metrics for the organization related to all aspects of Critical Incident resolution and management.
• Ensure proper ITIL standards are maintained as incidents spawn problem and change records following up to ensure timely resolution of such related problems and changes.
• Maintain a good understanding of all monitoring processes and execute them appropriately.
• Maintain overall ownership of alerts and ensuring that they are attended to within defined SLA’s.

• Bachelor’s degree from a related field or equivalent experience.
• ITIL Certification.
• 5+ years of experience in the technology industry required.
• Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management.
• Demonstrated leadership of multidiscipline, high-performance work teams/groups.
• Successfully developed and implemented new work processes or process improvements.

• Solid understanding of ITIL Service Operation.
• Exceptional verbal and written communication skills.
• Expertise in motivating technical resources to engage and resolve issues.
• Ability to blend creativity, problem-solving, and technical skills for refining existing theories or developing new system approaches to seize opportunities and sustain business success.
• Ability to present and explain technical information in a way that establishes rapport persuades others and gains understanding.
• Strong teamwork and interpersonal skills at all management levels.