incident manager resume doc

process, Validate new version upgrades for software features and impact analysis, No personal technology religion, but a desire to become the expert of the customer's technologies, Demonstrate high-level of maturity and confidentiality, Attention to detail and stellar interpersonal skills, Work on Complex problems where analysis of situations requires in-depth evaluation of factors, Manage issues/customers by setting expectations and meetings/exceeding those expectations to achieve the highest level of customer satisfaction, Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer, Preform ad hoc analyses and task as assigned, Provide guidance and leadership to less experienced engineers, May require some travel to customer locations in this role, Operations Assurance activities include but are not limited to, Minimum 3- 5 years of management experience or similar aptitude, Bachelor’s degree in Computer Science, Information Technology or a related discipline required, Knowledge of Service Now, Business Analytics / SQL Reporting 1-3, General IT knowledge including Midrange, Network, Application, Database, and Mainframe, Strong interpersonal, written, and verbal communication skills preferred, To manage all outstanding incidents, ensuring that these are referred to the correct resolution group (which can be internal or 3rd party suppliers), and providing supervision to these groups over the resolution of incidents and providing an escalation point for any issues raised, To act as an escalation point for the Service Desk (for both Incidents and service Requests) and as the nominated Major Incident Manager in the case of a serious IT failure, working closely with the Problem Management function, To provide supervision of Service Desk Analyst staff over the resolution of incidents, providing an escalation point for staff and for customers for all issues regarding incident management and service request management, To provide assistance and proactive service in the diagnosis and resolution of all incidents, and service requests, To develop and build customer relationships to ensure a high level of customer service and satisfaction, To assist the Customer Service Delivery Manager in developing and expanding client services as defined in the agreed SLA. at all levels of the organisation is essential, Strong organisational skills with the ability to manage multiple tasks simultaneously, Client focus and ownership, use of own initiative and a proactive approach to work, Ability to facilitate conversations with large groups of remote people, Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state, Ability to maintain calm during stressful situations, Ability to translate technical incidents into business terms, Adaptability to new processes and expectations, Drive GTI technical response to major incidents, establishing command and control through the entire incident lifecycle, Strong leadership presence on Major Incidents, driving accountability across all levels of GTI Technical resolvers and Technical Leadership, Drive collaboration of multiple technology skill sets via technical bridges and use of tele-presence collaboration rooms, Authoritatively and confidently guide Major P1 incidents to resolution; may be called upon to make decisions on behalf of GTI under pressing circumstances, that may have production impacting implications, Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners, Must be able to multitask in a stressful environment, Provide prominent input to proactive monitoring tools development, proactive planning for major implementations and driving preventative diagnosis of possible problem areas across technology landscape, Support RCA’s being created when necessary and work with the Problem Management team to help drive the technical teams and ensure any actions are completed. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics, Participate in efforts to improve levels of Service and minimize risks through use of Incident and Change Management processes/data, Assist in the deployment of the ITSM tool (ServiceNow) to new entities of the Company and ensure that it is being used by local core IT Support teams, Drive continuous improvement activities in the area of change and incident management and in conjunction with the relevant technical leads, Act as the Major Incident coordinator for regional incidents that don't have a clear owner, Interface with Local Risk, Compliance and Security teams on relevant incident management aspects, Act as the 'best practice Champion ' and provide detailed metrics and reports on Service performances to IT and business, Other aspects of ITSM such as configuration management, release management, event management are not mandatory but would be a plus, Service Operation and Service Transition models, Understands and applies enterprise wide thinking to individual incidents to ensure business services across the board are accounted for and supported, Keeps Sr. leadership appraised and aware of status of a major incident, Provides updates on management bridges on current infrastructure issues and actions being taken, At least 5 years of experience in one or more: CA Unicenter, Asset Portfolio Management; BMC Atrium; Tivoli (CCMDB); HP (UCMDB); ServiceNow; Altris; ASG; LANDesk; iET Solutions, At least 5 years of experience in support for IT infrastructure services using related ITSM processes, Minimum of a B.S. Assess needs for technical development of staff and provide formal or informal training opportunities to staff, Confer with management of client groups using application(s) supported by group and assess uptime, productive use of application, and needs for further development or enhancements to make application more useful, Plan, contribute to, or conduct projects for testing software enhancement, developing requirements for system enhancement, revision or development of application, or related projects, 6+ years of experience as an Incident manager handling incidents, changes and problems in a 24/7 production environment, 6+ years of experience with IT Infrastructure and applications is required, Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issues, Ability to occasionally work on nights and weekends if and when major incidents occur, Proactively engage and be aware of all issues being reported to the Enterprise command center at all times and manage all aspects of incidents in a timely manner, Serve as a senior resource on different projects within the ECC and the larger Production Support Services organization, Hands on experience with MyServices, Remedy, or other ticketing tools is required, Problem and incident management expertise along with metrics gathering, reporting and analysis leading to process improvement, Excellent written and verbal skills. Exceptional knowledge of computer hardware, including IBM Blade Center, Cisco UCS, IBM XIV, NetApp, Palo Alto, F5, NetScaler, Significant experience with desktop and server operating systems, including Windows 7, 10; Windows Server 2008, 2012; Linux, Extensive application support experience with Active Directory, Exchange, SQL, IIS, Citrix, and VMware, Working knowledge of a range of diagnostic utilities, including SolarWinds and Service Now, In this highly visible role as Incident Manager you will, Acts as a single point of contact for large incident resolution through escalation and management across multiple divisions of Cisco, Lead/Drive cross-functional teams to satisfy escalations, Provide executive level status updates through the lifecycle of an incident-Verbal/Written, Involved in analyzing trends in shaping continuous improvement through business analytics and metrics, Execution of Major Incident process tasks in adherence with global and local requirements, Maintain the operational integrity and service continuity by the management of P1/P2 incidents through established channels, Apply standard Incident Management techniques to ensure disruptions to service stability and outage times are kept to a minimum, Host conference calls (Technical and Managerial) and facilitate effective incident management through-out the incident lifecycle, in-line with agreed service definitions, Drive Service Management best-practice and ITIL process compliance across the business, Provide communication to business and IT colleagues through the MIM process, during the major incident lifecycle, until resolution, Maintain measurements, KPI and Service Level reporting for global service delivery, relating to Major Incident management. Team player: Ability to effectively interact with people at all levels worldwide, Good in organizing meetings and driving the meetings, A solid understanding of Cisco services and products, Acts as a single point of contact for high impact, large account issue resolution through escalation and management across multiple divisions of Cisco, Provides executive level status updates throughout the lifecycle of an outage-Verbal/Written, Leads/Drives cross-functional teams to satisfy escalations, Participates in, with the possibility to lead, business continuity events, Facilitates collaboration between Cisco and other vendors/suppliers in order to satisfy an escalation or resolve an outage, Works on complex issues where analysis of situations requires in-depth evaluation of factors, Provide process training to internal stakeholders, Involved in analyzing trends for continuous improvement through business analytics and metrics, Provide guidance leadership to co-workers within multiple Cisco divisions, Act as an escalation expert to provide support on a global basis, Receive minimal supervision on routine work, and general instruction on new assignments, Reports to Manager or Sr. Hire Now SUMMARY. include Incident Management process metrics, Critical Success Factors and Key Performance Indicators that are related directly to the objectives of the process • Establish clear Incident Management policies where all inputs to Incident Management require an incident record to be opened in HP Service Manager … Quickly Customize. Note coverage is follow-the-sun which substantially minimises the on call impact, You will be responsible for advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management, You should work with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the ECC), You should assist in driving educational, training and communication programs surrounding the ECC, You will be responsible for the execution of major event projects managed by the ECC such as data center and/or major people center power downs and large-scale enterprise changes or external events, You should coordination with the global ECC and Business Continuity Process/Disaster Recovery team on any testing that is part of an ECC-managed event, ITIL V3 Foundation Certificate in IT Service Management, The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. Each process activity is described and matched to the appropriate Roles and Responsibilities matrix. Ensures successful execution of Statements of Work, Leverages key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Leadership communications, Actively engages other IT groups and/or Business partners to drive service restoration as soon as possible, minimize business impact, and meet SLA targets, Documents incident details per exit criteria to Problem Management, Communicates incident status via established templates to various levels of the organization, Identifies opportunities for and leads process improvement initiatives, including the creation and implementation of new processes, Provides direction and coaching to Assoc.

Panasonic Eva1 Manual, Car Museum Branson, Mo, Pearl Academy Careers, Gerber Sheath Replacement, Dahlia Multiple Shoots, Dinner Plain Bike Hire, Golden Deodar Cedar, Healthcare Analytics Major,