Incident Response Manager
Job Details

• Compensation: Up to $42/hour with benefits (Health, Dental, Vision), Weekly Pay
• Type: Contract to Hire
• Hybrid
• Schedule: Monday through Friday, 9:00 AM to 5:00 PM

Job Responsibilities

• Solves complex problems with information technology software and hardware.
• Maintains incident logs and processing incident reports for review with upper management using ITIL Framework.
• Develops, maintains and updates ITIL Framework and communication templates that can reduce recovery times.
• Coordinates with business and IT units to understand impacts of incidents to assist in defining levels or urgency and response.
• Determines required resources for each situation and identifies who is responsible for attempting various resolution steps.
• Determines the correct response, who should respond and how the teams will coordinate based on impact.
• Conducts briefings with supervisors and leadership to provide updates on the status of an incident and information on how it will be resolved or workarounds that can be put in place.
• Identifies continuous improvement opportunities of incident management response and resolution procedures.
• Performs analysis and reporting of incidents, problems, and availability.
• May work odd hours when required to support incident resolution.
• Ensures Root Cause analysis and prevents incident reoccurrence.
• Manages the Change Management process to prepare Changes for CAB review and approval.
• Insures ITIL processes and procedures are followed to support production stability.

Job Requirements

• Strong planning and organizational skills
• Proficient with Microsoft and Windows applications
• Experience in vendor interaction and management
• Zendesk Experience a Plus
• ITIL V3 certified, V4 certification is a plus.