Incident Manager

Must Have:

· Ability to communicate with coworkers with varying levels of technical expertise

· Excellent planning and project management skills

· Excellent written and verbal communication skills

· Ability to work in a fast paced, multi-task environment with competing priorities

· Willingness to take on new projects and technologies

· Excellent interpersonal/listening skills

· Excellent problem solving and task analysis skills

· Proficient in interacting with and creating a collaborative working environment amongst and with I.T. technical staff, non-technical end-users, and multiple levels of management

· Ability to assemble diverse teams, and direct towards singular goal (restoration of service)

· Strong attention to detail, organizational skills and ability to follow-through.

· Ability to provided team based on-call off hours support as needed

Required Experience/Skills:

· At least 1 year of experience working as an Incident Manager in a 24x7x365 environment, or a similar role.

· Experience working with IT systems and software. Examples would be monitoring software (ex. SolarWinds) and Enterprise Management software. (ex. ServiceNow)

· Excellent time management, prioritization, and organizational skills.

· Ability to analyze high volumes of technical data and work in a fast-paced, multitasking environment with competing priorities.

· Strong problem solving, analytical, and time management skills.

· Strong working knowledge of IT service management (e.g., ITIL-related disciplines):

o Change management

o Configuration management

o Problem Management

Desired Skills:

· ITIL v3 or above Certification

· General knowledge of wide variety of Infrastructure and DB.

· Demonstrated knowledge of ServiceNow for Incident, Request, Problem, Knowledge Management, and reporting