Abode Techzone LLC
Incident Manager
Abode Techzone LLC, Richardson, Texas, United States, 75080
Incident Manager
Location : Richardson, TX/Tampa FL/ NJ/GA/VA (Please know you will have to be onsite for 2-3 days weekly at any of the location)
Contract : Long term
Overview:Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possibleAssign unresolved Incidents to appropriate Tier 2 Support GroupLog all Incident/Service Request details, allocating categorization and prioritization codesKeep users informed about their Incidents' status at agreed intervalsAssociate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)Provide first-line investigation and diagnosis of all Incidents and Service RequestsVerify resolution with users and resolve Incidents in ITSM toolOwn Critical/Major Incidents end to end for closure. Follow SOPs to involve right members to the Incident bridge, provide every 30mins update to stakeholders until issue resolved. Own RCA submission by driving technical team within defined SLA.Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.Owns all Incidents and Service Requests throughout the lifecycleMust have minimum 3yr experience in Incident manager role with overall experience of min 5yrs to 8yrsPreferred to have worked on Telecom projectsExcellent oral and written communication skill is neededRoles & Responsibilities:
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possibleAssign unresolved Incidents to appropriate Tier 2 Support GroupLog all Incident/Service Request details, allocating categorization and prioritization codesKeep users informed about their Incidents' status at agreed intervalsAssociate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Location : Richardson, TX/Tampa FL/ NJ/GA/VA (Please know you will have to be onsite for 2-3 days weekly at any of the location)
Contract : Long term
Overview:Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possibleAssign unresolved Incidents to appropriate Tier 2 Support GroupLog all Incident/Service Request details, allocating categorization and prioritization codesKeep users informed about their Incidents' status at agreed intervalsAssociate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)Provide first-line investigation and diagnosis of all Incidents and Service RequestsVerify resolution with users and resolve Incidents in ITSM toolOwn Critical/Major Incidents end to end for closure. Follow SOPs to involve right members to the Incident bridge, provide every 30mins update to stakeholders until issue resolved. Own RCA submission by driving technical team within defined SLA.Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.Owns all Incidents and Service Requests throughout the lifecycleMust have minimum 3yr experience in Incident manager role with overall experience of min 5yrs to 8yrsPreferred to have worked on Telecom projectsExcellent oral and written communication skill is neededRoles & Responsibilities:
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possibleAssign unresolved Incidents to appropriate Tier 2 Support GroupLog all Incident/Service Request details, allocating categorization and prioritization codesKeep users informed about their Incidents' status at agreed intervalsAssociate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)