Incident Manager

Job Description:

• Regional escalation point of contact for Incident Management related activities across Ratings. Lead P1 and P2 Major Incident management & communications, including but not limited to: coordinating required resources, diagnosing incidents, triaging, documenting and working towards resolution. Technical understanding in the areas of cloud infrastructure, DevOps framework, storage and networking infrastructure; utilize background to assess, diagnose and resolve incidents raised in our environments.
• A thorough understanding of working with Service Now & reporting.
• Executive reporting including but not limited to: KPIs status, trends, pain points and successes. Collaborate across after-hours understanding of interdependencies between Changes, Incidents and Problems as they are introduced in the environment. Work across the various ITSM processes including Change and Problem to identify synergies and dependencies to add value.
• Participate in the development of Root/Cause Analysis documents that are created to support closure of incidents; identify areas where gaps can be closed, reduce risk and continually improve upon reducing major events and incidents. Identify opportunities for automation in the areas of Incident Management; work with teams to drive implementation and improve efficiency. Ability to understand and convey application and infrastructure incidents to both technical and non-technical audiences.
• Occasional weekend rotation coverage and after-hours coverage to support Major Incidents and Priority One events impacting critical systems and functions. Ability to work seamlessly and step into other areas ITSM, including Change and Problem Management