Incident manager Jobs in USA

Job Description

Job Description

• MUST BE VACCINATED

Job Description

The Incident Management Analyst is a member of the Incident and Problem Coordination team responsible for managing Incident / Problem lifecycle. The Incident Management Analyst will provide incident outage coordination, notification, escalation and incident reporting to key stakeholders. Incident Management Analyst is responsible for the processing and monitoring of enterprise level incidents from inception to resolution for the government customer environment. The Team is the central communications point for all incidents managed by the organization and accountable for the end to end incident management process. The Incident Management Analyst is responsible for reporting, tracking and resolving all Incidents in the environment. This team operates 24x7x365 and shift scheduling is at the discretion of the Incident Management Team Lead.

Core duties include, but are not limited to :

Work in a 24x7x365 environment

Incident initiation, management of bridge calls, communications and escalations

Change tracking and communication

Coordination with the Problem Management Team and Change Management Team

Information gathering with application, Level 2 support, and site personnel on outages and service degrades

Investigate and gather information from other Service Desk personnel assigned to an incident or problem

Assess the impact and sensitivity of the outage situation

Maintain continuous coordination with Tier 1 to ensure monitoring of inbound calls & tickets for potential incidents

Coordinate IT incident prevention and or response

Work with Leadership to recommend program improvements or adjustments to processes to improve contract deliverables

Distribute reports to technical team leads and management; participate in meetings to share metrics results

Support training and knowledge sharing efforts

Provides group facilitation, interviewing, training, and additional forms of knowledge transfer

Apply knowledge of the IT infrastructure interdependencies and impacts of Enterprise incidents and changes in order to balance priorities while driving incident resolutions

Exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents

Facilitate the troubleshooting process among team members