Incident Manager

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Job description

Job Title: Incident Manager

Location-Charlotte,NC

Responsibilities:

Incident Management:

Facilitate effective working relationships between business and technology teams.

Maintain awareness of major problems, issues, trends, and changes in supported environments.

Ensure timely and effective resolution of service issues to optimize availability and reliability.

Identify trends to improve change management workflow and reduce escalations.

Participate in on-call rotation and major incident response.

Track incidents to ensure root cause identification, mitigation plans, and communication to business partners.

Implement standards for technical documentation, incident and problem management, and management reporting.

Lead triage bridges and facilitate recovery teams during major incidents

Handle escalations related to disruptions or major service issues.

Change and Release Management:

Coordinate change requests, ensuring communication to impacted parties.

Chair change advisory board (CAB) meetings and present change management reporting.

Utilize Agile methodology to transition and govern support processes.

Onboard and train team members on change management procedures.

Create user stories, monitor sprints, and identify metrics for incident, problem, and change management.

Process Improvement:

Apply ITIL and Lean Six Sigma methodologies to deliver process improvements.

Assess and improve IT support processes and system inefficiencies.

Document and maintain workflows for incident and problem management.

Develop playbooks for application support.

Service Delivery:

Apply ITIL methodology to improve existing support services.

Utilize metrics to evaluate performance and ensure compliance with SLAs.

Develop and monitor metrics for change management.

Review overall accountability to ensure objectives and customer satisfaction goals are met.

Coordinate annual SLA renewals.

Document and train team members on SLA/OLA compliance and procedures.

Communication and Collaboration:

Chair daily global cross-functional touchpoint meetings.

Extract and analyze data from various sources to create reports for senior leadership.

Review and communicate business impact changes to the service desk.

Work with developers and engineers through the SDLC process to ensure timely delivery of change requests.

Provide technical support and training to end-users.

Collaborate with peers and management to document process changes and best practices.

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