Overview
On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 6 Month(s)
Skills
Incident Manager
Incident
Job Details
Job Title: Incident Manager
Location: Urbana, MD
Contract Position
Job Summary:
The Major Incident Manager will support the Senior Major Incident Manager in delivering stable and high-quality Operations Centre services. This role demands strong coordination, communication, and technical experience to manage major incidents and work with various internal teams and third-party suppliers to meet SLAs and KPIs.
Key Responsibilities:
Location: Urbana, MD
Contract Position
Job Summary:
The Major Incident Manager will support the Senior Major Incident Manager in delivering stable and high-quality Operations Centre services. This role demands strong coordination, communication, and technical experience to manage major incidents and work with various internal teams and third-party suppliers to meet SLAs and KPIs.
Key Responsibilities:
- 24x7 Support & Incident Oversight:
- Provide round-the-clock support as part of an on-call rotation
- Ensure stability of IT services and adherence to SLAs/KPIs.
- Incident Leadership & Supplier Coordination:
- Take ownership of Major Incidents.
- Act as a liaison between the company and third-party vendors.
- Manage communication, escalation, and resolution end-to-end.
- Stakeholder Communication:
- Coordinate with Business Unit ITSMs for timely business updates.
- Be the primary contact for incident-related inquiries and follow-ups.
- Problem & Knowledge Management:
- Collaborate with Problem Management teams for Root Cause Analysis (RCA).
- Document Post-Incident Reviews (PIR) and recovery steps.
- Help build and maintain a Known Error Database (KEDB).
- Collaboration & Performance Monitoring:
- Work with Service Desk and Level 2 support teams to meet performance metrics.
- Build effective relationships with service partners and internal IT teams.
- Service Operations & Improvement:
- Support Major Incident, Problem, Availability, Event, and Knowledge Management processes.
- Drive continual service improvement initiatives.
Education: At least a bachelor s degree (or equivalent experience) in Computer Science, Software/Electronics Engineering, Information Systems, or a closely related field is required for the project
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