Incident Manager
Standard Insurance Company
Contract Portland, Oregon, United States Posted 4 years ago
About Position
Incident Manager (Contract)
$65.00 / Hourly
Portland, Oregon, United States
Incident Manager
Contract Portland, Oregon, United States Posted 4 years ago
Skills
Must be an experienced resource with Minimum 8+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains. Very strong and proven Influential relationship management skills with stakeholders senior management colleagues and external service suppliers. Strong coordination negotiation and persuasion skills Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve Supervisory skills and the ability to leverage support from other parts of the organization Experience with Incident Command System (ICS) Understanding of Technologies & ITSM ToolDescription
Own, manage and act as the primary coordinators for Critical/Major Incidents or situations across providers
Monitor the resolution of incidents involving multiple Service suppliers and ensure it is within the SLA
Ensure ticket handshake mechanisms across suppliers are understood, maintained and updated
Act as the escalation point for unresolved Incidents
Trending of incidents, Escalation of Incidents and issues to Customer
Provide guidance to technical tracks & suppliers in fulfilling their incident management roles and responsibilities.
Identify and implement Incident Management process improvements and ITSM platform/integration enhancements relating to same
Run Process Compliance Audits and feedback to the Service supplier resources
Conduct regular trainings for process awareness and improve process compliance
Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service suppliers to support Incident diagnosis, reporting and tracking and resolution
Ensure Incident Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement
Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Incident Management Process workflows
Regular monitoring to avoid SLA miss, control incident hoping, incident ownership, reduced backlog/ageing
Consolidate reports related to Incident Management from all Service suppliers
Act as the escalation point for Incident Management
Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
Trending of incidents across providers
Escalation of Incidents and issues to Customer
Consolidate Incident Management reporting across all suppliers to provide an end to end performance view
Capturing incident follow ups and completing formal Post Mortems
Identifying stability trends and escalating them through the Problem Management process
Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents
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