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IT Incident Manager - $35/hr in Plano, TX at Vaco

Date Posted: 3/12/2019

Job Snapshot

Job Description

Our client is currently seeking a contractor with the opportunity to convert to FTE working as a Major Incident Manager on our Incident Management Team to provide leadership, triage support and assignment of incident management activities for high severity incidents impacting IT Infrastructure and Business Applications.

Key Accountabilities:

  • Leads & Orchestrates medium to high severity incident calls
  • Coordinates triage activities
  • Drives triage and troubleshooting recommendations
  • Provide oversight and direction to Incident Management
  • Keeps Leadership informed of high severity incident progress
  • Directs work of Incident Management as required to effectively manage an incident
  • Summarizes impact and current investigation/fix status on a fixed cadence and keeps the triage activity moving forward
  • Coordinates activities of a matrix team of technicians on the triage call to investigate unstable conditions
  • During investigation period, makes timely decisions to escalate the issue in predefined support chain of command
  • Initiates and maintains viability of collaboration tool sessions during the incident
  • Documents critical discussions and actions taken in internal tracking tool
  • Sends enterprise-wide communications giving clear updates that can be understood by a wide audience
Other Accountabilities:
  • Works with Divisional support and development teams, System Monitoring and other technical teams to establish early detection conditions requiring incident management services
  • Drives for opportunities to resolve issues at the point of detection
  • Oversees collaboration tool sessions during high severity incident
  • Identifies improvement in monitoring tools, reporting tools and reported issues. Correlates alerts, events with impacts to proactively improve early detection
  • Demonstrates deep technical understanding of the application setup and the platforms/technologies on which the applications execute
  • Partners with Problem Management for streamlined and value-added hand-off
  • Build relationships with stakeholders and customers
  • Has visibility into key changes that could potentially impact system or business availability
  • Review and provide feedback on Incident Manager performance
  • Identify and drive initiatives within Incident Management to improve overall operations
  • Remain current on emerging technologies utilized within the environment
Qualifications
  • Bachelor's Degree in Computer Science, or Bachelor's Degree in Information Systems, or Bachelor's Degree in Engineering, or Bachelor's Degree in Mathematics, or military experience
  • At least 2 years supporting Enterprise Level Technology as a Major Incident Manager
  • At least 5 years of experience in Information Technology
  • Excellent written and oral communication skills

Shift work is required which may also include weekends or nights