TEKsystems is hiring for an Incident Manager based out of Raleigh, NC. This resource will work for a world-renowned technology company on a long-term basis. PLEASE NOTE: We cannot offer sponsorship, work on C2C, or do referral fees.Top Skills' Details
A strong incident and problem management background . The # of incidents managed per week isn't particularly important here (clientaverages 5 incidents per week), but the confidence this person feels in handling incidents does.
Expertise in working with and communicating with stakeholders. Should be skilled in reviewing/understanding a problem/process/review and relaying it back to people.
Bonuses:
ITIL experience
Payments background (would allow this person to quickly understand the client Pay's partner network - Mastercard, Visa, Goldman Sachs, etc)
Description:Incident & Problem ManagerWith strong collaborative skills, you will work on the Service Operations team alongside SREs, Developers, and business partners with the express goal of rapid incident resolution in the event of a service outage or degraded customer experience.You will be expected to communicate the status of an incident, both internally and externally, influence technical specialists and organizational leaders, and be the single point of contact for the incident.The Incident & Problem Coordinator must excel at situational appraisal, problem analysis, troubleshooting methodologies, and communications.Key Qualifications— Experienced in major incident response and triaging problems related to critical services and infrastructure; exhibiting ownership in the investigation and resolution of incidents.— Demonstrated excellence communicating effectively under pressure, including partner engagement and escalations, crafting high quality stakeholder updates; ensuring communications are timely and meaningful.— Experienced as driver or leading contributor in post-incident review and root cause analysis; using five Whys and other methods to develop action items and lessons learned.— Depth of knowledge and understanding of incident and problem management KPIs, metrics, and tooling; capturing critical incident data accurately and transforming those metrics into valuable operational and business insights.— Proactive and curious; analysis of trends in incident and problem reports to assist in eliminating recurring incidents, surfacing problems before they become critical, and increasing overall efficiency.Additional Tooling/Skills (helpful but not required) Splunk log aggregation and analysis Ticket tracking via ServiceNow, Jira, or similar Data analysis and visualization using Excel, Numbers, Tableau or similarAdditional Skills & Qualifications:This client's incident management practice is surprisingly immature, and a lot of processes are not documented. This person MUST be okay with that - looking for someone who can "go with the flow" and use some common sense to reach resolutions, and also have confidence in their ability to leverage that autonomy. This is VERY important.Should be willing to roll up their sleeves and deal with lots of ambiguity, change, and do so enthusiastically.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.