Incident - Problem Manager

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Spruce Technology Inc.
incident, Servicenow, ITIL
Contract W2, Contract Corp-To-Corp, 6 Months
Depends on Experience
Travel not required

Job Description

Job Title:  Incident - Problem Manager

Work Location:  Remote to start / NYC, NY

Duration: Long Term

Job Responsibilities:

This role would be responsible for coordination necessary to getting a major incident resolved as soon as possible and working with CLIENT to ensure that it does not reoccur, based on ITIL practices and in coordination with CLIENT’s ServiceNow implementation. These activities are envisioned to be conducted two days per week, with a schedule coordinated with CLIENT leadership to ensure the best availability and efficiency.

Expected activities include:

Engage in day-to-day operational support and on-call as needed for major incident management and related tasks (i.e. after-action reporting or other critical tasks as directed by CLIENT).

  • Assigned by CLIENT to a major incident to coordinate the investigation and resolution.
  • Assigns tasks to other teams to investigate and resolve the major incident.
  • Manages communications during the major incident to both business and IT stakeholders.
  • Use ServiceNow and coach other team members on how to leverage ServiceNow for efficient collaboration during major incidents.
  • Design and conduct two tabletop exercises for major incident management.
  • One exercise based on a prior CLIENT incident, to help CLIENT personnel apply lessons learned to a more mature ITIL practices-based approach.


Company Information

Founded in 2006, Spruce Technology is a leading provider of IT services for the public, private, and federal sectors, specializing in Strategic Staffing Services, Solutions & Professional Services, and Advisory Services. With clients in 30+ states, Spruce is a certified MBE and MS Gold Partner.
Dice Id : 10215935
Position Id : 7096073
Originally Posted : 1 month ago

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