Incident Manager L1 (Onsite) - SRI Tech Solutions - O'Fallon, MO, US | Dice.com

SRI Tech Solutions

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Incident Manager L1 (Onsite)

O'Fallon, MO, US • Posted 1 day ago • Updated 19 hours ago

Full Time

On-site

Depends on Experience

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Job Details

Skills

Problem Management
Incident Management
ITIL

Summary

Role Overview

We are seeking an experienced ITIL professional with strong expertise in Incident Management and Problem Management. The ideal candidate will drive ITIL best practices, ensure operational excellence, and provide actionable insights through reporting and analysis. This role requires excellent communication skills to engage with program teams and stakeholders effectively.

Key Responsibilities

Incident Management

Oversee and manage the lifecycle of incidents to ensure timely resolution.
Implement ITIL best practices for incident handling and escalation.
Monitor incident trends and identify areas for improvement.

Problem Management

Conduct root cause analysis for recurring issues.
Develop and implement permanent fixes to reduce incident volume.
Maintain a problem management database and ensure accurate documentation.

Reporting & Analytics

Prepare and deliver comprehensive reports on incidents and problems.
Analyze data to identify patterns, trends, and improvement opportunities.
Present findings and recommendations to program teams and leadership.

Stakeholder Engagement

Communicate effectively with program teams regarding performance metrics and reports.
Drive awareness and adoption of ITIL best practices across the organization.

Required Skills & Qualifications

Strong knowledge of ITIL framework (Incident & Problem Management).
Proven experience in managing IT operations and service delivery.
Expertise in reporting tools and data analysis (e.g., Excel, Power BI).
Excellent communication and presentation skills.
ITIL certification (Foundation or higher) is mandatory.

Preferred Skills

Experience with ITSM tools (e.g., ServiceNow, BMC Remedy).
Ability to work in a fast-paced, multi-program environment.
Strong analytical and problem-solving skills.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10354711
Position Id: 8829440
Posted 1 day ago

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