Incident Manager Job

INCIDENT MANAGER needed for a CONTRACT opportunity with Yoh's client located in St. Louis, MO.

TOP SKILLS:

- Incident Management
- Excellent verbal and written communication skills
- Aggressive but with interpersonal skills
- Remedy
- Able to drive troubleshooting efforts

WHAT YOU'LL BE DOING:

- Reacts with ownership and urgency to escalated incidents
- Facilitates and leads meetings and bridge calls with technology stakeholders to actively drive troubleshooting efforts to restore service
- Shows assertiveness and takes charge of service restoration and recovery efforts, directing ad hoc response team and makes keys decisions to quickly restore services
- Documents incident events, resolution and follow up action items and ensures accuracy of data in the Critical incident reports
- Communicates incident status in a calm, clear, accurate and concise manner
- Provides timely leadership updates and ensures all involved remain calm, productive and focused on the proper steps necessary to resolve incidents during high activity service impacting events
- Escalates to Executive Management as needed
- Communicates at a high level of clarity and authority with associates, management and customers
- Uses BMC Remedy tool suite to manage incidents, document resolution and begin root cause analysis
- When not responding to Incident events, Incident Managers will focus on studying the general systems and components of our major services and systems to be more prepared for the next event.
- Incident managers will be able to quickly acquire and maintain a high-level general overview and knowledge of the end-to-end systems, services and tools used by and to support our customers
- Provides backup support to Problem Manager by conducting, leading and documenting root cause analysis of problems and provides periodic status updates according to departmental guidelines, as needed
- Documents well-written executive summaries of Critical Incidents for executive leadership on tight deadlines
- Seeks continuous improvement of self, processes and services

WHAT YOU BRING TO THE TABLE:

- Bachelor of Science in Computer Science or Engineering, or equivalent work experience
- Five (5+) years in IT working in a Software, Infrastructure Engineering or Operations Management environment
- Excellent written and verbal communication skills
- Experience leading Major Incident calls and distributing concise, accurate and timely incident status updates on tight deadlines
- Experience working with vendors directly or through the vendor management process to manage Critical Incidents to managed service offerings
- Experience leading root cause analysis of problems
- Demonstrated detailed knowledge including Incident, Problem and Change Management
- Proven experience in Service Management processes

Desired Skills
- ITIL Certification
- Experience with BMC's Suite of applications for Incident, Problem Management and Monitoring tools
- Experience with industry standard technologies including web Servers, collaboration services, mobility services and enterprise database platforms
- Experience with industry standard server platforms such as Windows and Unix
- Positions are budgeted for one year with the option to extend

APPLY NOW AND CALL ME.

RECRUITER: SCOTT BENNEKEMPER

Yoh, a DayJ2W: ENG

TAX TERM: CON_W2J2WBRSTL

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Branch: IT & Telecom