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Incident Manager
Job Description:Incident ManagerLocation: REMOTE Available from U.S. locations onlyMicro Focus is one of the world's largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today's rapidly evolving marketplace. That's high tech without the drama.We are looking for an Incident Manager to effectively manage the lifecycle of all incidents, to manage the business expectations in most challenging matrix managed environment - with potential path for further career growth. Incident Manager Requirements:- Bachelor's degree in information technology, engineering, or a related field.
- At least 8 to 10 years' experience working in IT service management or a similar role.
- Strong knowledge of IT service management tools e.g. SMAX, ServiceNow, ALM, Octane etc and methodology e.g. ITIL.
- Experience working with complex IT systems, software & cloud, SaaS technologies of CRM, ERP, integration platform such as Salesforce, NetSuite, Boomi etc
- Excellent managerial skills and ability to collaborate with team members
- Ability to drive the incidents progression by effectively collaborating with technical teams and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
- ITIL V4 Certification or Prince 2 Certification preferred
- Finally, can do attitude person to drive on his own and making best use of available resources to get things done
- Overseeing the Micro Focus Enterprise Platform supported incident management process and team members involved in resolving the incident.
- Own, manage & progress the incidents until it's closure.
- Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
- Collaborate with leads and technical teams to push and drive for service incident, service requests to a closure
- Prioritize the incidents according to their urgency and influence on the business. Take charge and arrange calls to fast track priority incidents, provides continuous updates until resolution.
- Responsible for communicating with the key stakeholders the overall status of open incidents.
- Represent the first stage of escalation for Micro Focus Enterprise Platform Incidents. Determines if an incident needs to be escalated according to priority and severity of the issue.
- Identify, initiate, schedule and conduct incident reviews, especially following the major incident
- Identify potential problems and/or increasing trend of repetitive Incidents
- Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
- Ensure the closure of all resolved and end-user confirmed Incident records
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- Promote and reinforce adherence to the process and policies associated with Incident Management
- Attending and presenting in regular governance meetings with both internal and external stakeholders
Vacancy expired!