We are looking for a Critical Incident & Problem Management Specialist for a year contract with our Insurance client. This role will be 100% remote and is open to market rates. The specs are as follows:

Any specific tools/skillset:

8-10 years of professional technology support experience in a large application or infrastructure environment

5+ years of critical incident management experience in a large enterprise

Demonstrated breadth of understanding of multiple technology areas (i.e. one or more of: Unix, Intel, enterprise storage, networking, database, IT security, web infrastructure, application support, Cloud computing)

Demonstrated ability to problem solve using a structured, data centric methodology (e.g. Kepner-Tregoe)

Strong analytical, critical thinking and problem-solving skills and an ability to present clear, concise and effective solutions

Ability to work and adapt in high pressure, fast paced environment and maintain calm during stressful situations

Exhibit solid communication skills, both written and verbal with the ability to communicate and articulate technical information into business language

Effective influencer without authority for driving work and direction across multiple teams and technology discipline, geographical locations; ability to build successful relationships across a wide range of IT teams

Proven ability to effectively prioritize and execute tasks with multiple competing priorities

Role profile description:

Manage critical incidents and problems with an emphasis on minimizing production, financial and reputational impact (24x7 rotating on-call support)

o Initiate protocol for any critical technology incident that impacts a critical business application or core infrastructure service

o Assemble and provide technical leadership to the Incident Response Team as required to coordinate troubleshooting approach and service restoration activities

o Communicate appropriate updates to all key stake holders with progress until resolution

Identify and analyze incident and problem trends, thoroughly documenting resolution and/or workarounds

o Identify trends leveraging business feedback, and incident analysis

o Perform root cause analysis using proven problem analysis methodology (Kepner Tregoe, Ishikawa/Fishbone, etc.)

o Maintain inventory of Problems under analysis, their current progress/status, and coordinate the resolution with the Problem owner

Monitor progress on the resolution of Known Errors and ensure best available workaround for Incidents are documented and communicated

Manage stakeholder communications, provide seamless escalations and communications

Create and publish various metrics, reports, and conducts post incident reviews

Please contact "gwolfe@xiboss.com" for more information about this role.

BOSS3

XiBOSS Corporation

New Jobs

Incident Manager - ITSM