Job Description

Title: Incident Manager

Location: Princeton, NJ (Hybrid)

Contract: W2

Duration: Long Term

Qualifications:

• Regional escalation points of contact for Incident Management related activities across Ratings. Lead P1 and P2 Major Incident management & communications, including but not limited to: coordinating required resources, diagnosing incidents, triaging, documenting and working towards resolution.
• Technical understanding in the areas of cloud infrastructure, DevOps framework, storage and networking infrastructure; utilize background to assess, diagnose and resolve incidents raised in our environments.
• A thorough understanding of working with Service Now & reporting.
• Executive reporting including but not limited to: KPIs status, trends, pain points and successes. Collaborate across after-hours understanding of interdependencies between Changes, Incidents and Problems as they are introduced in the environment.
• Work across the various ITSM processes including Change and Problem to identify synergies and dependencies to add value.
• Participate in the development of Root/Cause Analysis documents that are created to support closure of incidents; identify areas where gaps can be closed, reduce risk and continually improve upon reducing major events and incidents.
• Identify opportunities for automation in the areas of Incident Management; work with teams to drive implementation and improve efficiency.
• Ability to understand and convey application and infrastructure incidents to both technical and non-technical audiences.
• Occasional weekend rotation coverage and after-hours coverage to support Major Incidents and Priority One events impacting critical systems and functions.
• Ability to work seamlessly and step into other areas ITSM, including Change and Problem Management.

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