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Incident Manager

Company: DISYS
Location: El Segundo
Posted on: November 23, 2021

Job Description:

Job Overview
Provide a brief description of the role.
Oversee all aspects of the Incident Management process supporting the initial report of incidents, notification to appropriate support teams, evaluation, resolution, and after-action review.
The Incident Management function records all issues and resolutions. The Incident Manager may assist in root cause analysis if performed after restoration of service.
The Incident Manager (IM) will coordinate the efforts of support personnel, including Tier 1 to 3 technical resources using defined processes to work incidents, problems, and events.

Specific Requirements, Skills, Personal Characteristics, Licenses, Physical Abilities, etc.
- U.S. Citizen
- Active DOD Security Clearance, required (see Job Requirements for details)
- Submit/Pass a 10-year background check, criminal history, drug screening, and fingerprints
- Valid driver's license/Real-ID with clean driver's history
- Self-starter with extremely strong work ethic. Excellent time-management and multitasking skills
- Exceptional attention to detail and high level of accuracy required
- Demonstrated problem solving and people skills
- Ability to research, resolve and complete tasks within pre-determined deadlines and schedules
- Able to process work quickly and accurately - dealing with interruptions, changing timelines and priorities on a regular basis
- Excellent communication skills, both verbal and written, to articulate details in a professional manner
- Must embrace technology to promote efficient operations
- Strong command of Microsoft Office Suite including Outlook, Excel, and Word programs
- Working knowledge of app/database ticketing systems. Knowledge with ServiceNow, a plus
6+ years' experience with Incident, Problem, or other similar discipline in an IT enterprise environment
Active DOD Secret-level security clearance, preferred at time of hire
Certified in IT Infrastructure Library (ITIL)
Document policies, procedures, and processes. Ability to train new employees, as needed
Makes use of and applies job practices, techniques, standards, principles, theories, and concepts

Responsibilities & Duties
List the specific duties required of this job. List in order of importance. Complete sentences.
In order to provide efficient and effective operational responses, the IM must be able to simultaneously handle multiple tasks of varying complexity and urgency. The IM should be capable of working well under pressure.
The IM needs to possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and superior oral and written communication skills. An IM will be an effective team organizer/leader, but also will work independently when necessary. The IM needs to be both detail-oriented and capable of summarizing situations for crisp status reports and executive communications.
The IM must be cognizant of general IT service and system designs and familiar with the client's organizational structures so that appropriate response teams can be formed/activated/augmented with speed.
Primary - Responsible for:
- Development and maintenance of incident management processes for responding to incidents/problems/events of varying urgency and complexity
- Record keeping and logs of incidents within ServiceNow, to include definition and use of dashboards to optimize resource loading and service quality
- Use of ServiceNow to manage categorization of, response to, escalation of, and resolution of incidents within prescribed service levels. Identification of configuration changes or improvements necessary within ServiceNow to optimize the processes associated with Incident Management
- Timely communication, status and escalation with affected organizations and IT services leadership for relevant / impactful incidents
- Formation or activation of ad-hoc teams as necessary to support business goals
- Analysis of historical incident records to identify opportunities for design, build, or operations improvements
- Alignment of the organization and processes to Key Performance Indicators and realization of those performance levels. Perform periodic assessments of incident management success, quality and performance.
- Continuous awareness of Industry Best Practices and trends and Identification of improvement opportunities
Secondary - Collaborate with engineering and operations teams to ensure:
- When multiple incidents are occurring, help set priorities for assignment of support resources
- Coordination with Service Desk, Change Management and Performance Management (Monitoring) functions to foster accurate communications and informed actions/responses
- Corrective actions and improvements resulting from incidents are incorporated into new/revised services
- Streamlined and effective incident support methods with engineering teams are defined and tested as part of service transitions
- Comprehensive understanding of Availability and Disaster Response plans, particularly the criteria to be used when invoking those plans
- Ensuring that SLA's are agreed to only when the service owners have a realistic plan and availability of resources to meet the performance agreement
This position performs dual responsibilities as the Team Lead for all Incident Management and IT Operations Center staff.
The Team Lead is a position which reports to the Tower Lead of Technical Operations and will be responsible for coordinating and driving the day-to-day operational support of Incident Management, IT Operations Center monitoring duties. The person in this role will coordinate with managed service operations staff, architecture, and engineering resources to ensure that projects and operational commitments are consistently delivered. The person in this role will track, assess, and analyze resource commitments, team bandwidth and priorities to ensure the team is providing accurate estimates and delivering exceptional service to stakeholders. This person in this position will also handle case-by-case escalations from internal and external stakeholders.

The Team Lead Position expected to participate in On Call Support rotation

--- Familiar with organizational effectiveness and operations management
--- Familiar with business and management principles and practices
--- Familiar with presenting reports and defining project progress
--- Familiar with human resource principles and practices
--- Familiar with project management principles and practices
--- Familiar with using ServiceNow

Manage day to day operations of the team
Ability to work with staff, customers, and management
Provide reporting for the Team
Initiate and complete innovation projects
Drive change and provide continuous feedback on how project / program teams can work more efficiently
Lead best practice improvement efforts in support of program and project management capability development.

Keywords: DISYS, Los Angeles , Incident Manager, Executive , El Segundo, California

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