Incident Management (31587)
Incident Management (31587)
Myticas Consulting
Greater Chicago Area
See who Myticas Consulting has hired for this role
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
-
Seniority level
Mid-Senior level -
Employment type
Contract -
Job function
Information Technology -
Industries
Strategic Management Services, Technology, Information and Media, and Hospitals and Health Care
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