Cynet Systems
Critical Incident Manager - Remote / Telecommute
Cynet Systems, New York, New York, United States,
Job Description:
Coordination and management of Major Incident Management process activities.Escalation of risks and issues to the Major Incident Management Process Owner.Supporting Major Incident Management reporting (KPIs and customer SLAs).ssists the Major Incident Management Process Owners in driving Service Management practices and ITIL process standardization.ssist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account.ssists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects.Drives implementation of standard execution of the Major Incident Management process.grees on issue definition, action plan, and success criteria with the customer (during emergency mode).Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.ssociate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).Verify resolution with users and resolve Incidents ticketing tools.Owns all Incidents and Service Requests throughout the lifecycle.Document troubleshooting steps and service restoration details.Create and submit knowledge articles.Liaison between IT and requestor.Desired Anchor attributes.Ready to work on a 24 x 7 support model (no constraints, no reservations).Demonstrate ownership of incident tracking, triage, mitigation, and resolution.Responsible for achieving agreed SLA / OLA targets.Demonstrate strategic thinking, quantitative and analytical skills, and collaboration.bility to work under stress and handle crisis situations.Must Have Skills:
Graduate in computer science.Excellent analytical and troubleshooting skills.5 + years of IT experience.
Coordination and management of Major Incident Management process activities.Escalation of risks and issues to the Major Incident Management Process Owner.Supporting Major Incident Management reporting (KPIs and customer SLAs).ssists the Major Incident Management Process Owners in driving Service Management practices and ITIL process standardization.ssist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account.ssists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects.Drives implementation of standard execution of the Major Incident Management process.grees on issue definition, action plan, and success criteria with the customer (during emergency mode).Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.ssociate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).Verify resolution with users and resolve Incidents ticketing tools.Owns all Incidents and Service Requests throughout the lifecycle.Document troubleshooting steps and service restoration details.Create and submit knowledge articles.Liaison between IT and requestor.Desired Anchor attributes.Ready to work on a 24 x 7 support model (no constraints, no reservations).Demonstrate ownership of incident tracking, triage, mitigation, and resolution.Responsible for achieving agreed SLA / OLA targets.Demonstrate strategic thinking, quantitative and analytical skills, and collaboration.bility to work under stress and handle crisis situations.Must Have Skills:
Graduate in computer science.Excellent analytical and troubleshooting skills.5 + years of IT experience.