Job ID: JOB_ID_6104
Job Summary:
We are seeking an experienced Incident Manager to join our Major Incident Management team. This role is crucial for ensuring the swift resolution of major incidents impacting business units. The ideal candidate will have a strong background in ITIL processes and a proven ability to manage complex incidents, communicate effectively, and drive resolution.
Key Responsibilities:
- Manage major incident bridge calls, engaging technical resources, and coordinating repair efforts.
- Escalate, status, and assist in the resolution of P1-P4 incidents.
- Provide regular communication updates to customers, end-users, and stakeholders throughout the incident lifecycle.
- Track and document incident updates in real-time.
- Handle major incidents with presence of mind and innovation.
- Utilize multiple monitoring tools such as ServiceNow and PagerDuty.
- Perform quality audits and data analytics on incident tickets to identify trends and ensure quality.
- Meet SLAs and other KPIs, producing process performance reports.
- Contribute to the Known Error Database (KEDB) and similar repositories.
- Develop and improve processes for Incident Management and Service Desk actions.
- Ensure process adherence and meet quality norms.
- Provide management reporting on Incident Metrics and performance.
- Participate in Problem Management activities, identifying common issues and enforcing ITIL problem management processes.
- Engage in Change Management activities, auditing change records and hosting Change Advisory Board (CAB) meetings when required.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 10+ years of experience in incident management or a related field.
- Strong knowledge of incident management processes and procedures.
- Excellent problem-solving and analytical skills.
- Excellent verbal and written communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Ability to manage multiple tasks simultaneously.
- ITIL Certification is required.
Work Schedule:
- All times are in Pacific Standard Time.
- The team supports activities from 7:00 am to 7:00 pm, with engineers working in 8-hour shifts (e.g., 7:00 am – 4:00 pm, 9:00 am – 6:00 pm, 10:00 am – 7:00 pm).
- Support includes weekends, with team members taking over on a rostered basis to ensure balanced weekday and weekend work over a quarter.
- In a week, a team member is expected to work for 5 days in an 8-hour shift/day.
About Codinix:
Codinix is a dynamic IT services company focused on delivering high-quality solutions and exceptional service to its clients.
Special Requirements
3 Days onsite, Only local or Nearby, No CPT/OPT
Compensation & Location
Salary: $110,000 – $150,000 per year (Estimated)
Location: Oakland, CA
Recruiter / Company – Contact Information
Recruiter / Employer: Codinix
Email: anpathanwork@gmail.com
Recruiter Notice:
To remove this job posting, please send an email from
anpathanwork@gmail.com with the subject:
DELETE_JOB_ID_6104