Incident Management (31587)

Myticas's direct client based out of Lake County, IL is currently seeking an Incident Management for a 100% Remote Work contract position.

Top 3-5 Required Skills/Experience:

• Incident and Problem Management experience
• IT Generalist (Network, Database, Servers, Cloud, SaaS...)
• ServiceNow
• Monitoring Tools e.g. Splunk, SolarWinds, NetScout

Job Description and Requirements:

• Provides Incident Management and Proactive Problem Management services as part of the Incident Command Centre team (ICC). May occasionally need to support teammates with the Major Incident service.
• Supports other Incident Command Centre initiatives designed to drive down the impact of incidents, prevent the occurrence/re-occurrence of incidents, and promote production stability.
• Supports continuous improvement efforts for Incident and Proactive Problem Management processes.
• Applies knowledge of IT high-level architectures, ITIL practices, Managed Service Providers, and/or operations teams to prevent or drive resolution of Incidents.
• Utilizes monitoring tools to uncovers risks and issues to ensure production stability.
• Provides oversight for the Incident Management service to ensure execution activities are defined and planned and resolution targets are met.
• Ensures Incident and Proactive Problem Management processes are documented and executed using current standards, methodologies, tools, and processes.
• Provides strategy, governance and oversight of the Incident and Proactive Problem Management processes to ensure alignment with department priorities.
• Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams to resolve Incidents and Proactive Problems.
• Maintains productive relationships with colleagues and internal users of our department services.
• Develops and adheres to key performance indicators (KPIs) associated with Incident Management.
• Creates monthly presentations on Incident metrics and key insights.
• Identifies opportunities for improvement of process and metrics reporting.
• Adheres to applicable policies and procedures and follows best practices.
• Years of experience/education and/or certifications required:
• ITIL Foundations certification
• Bachelor's degree in Information Technology, Computer Science, or Computer Engineering OR 6 years of equivalent experience