Join our Global Technology Services Management and Support Team!
The Incident Manager (IM) plays a crucial role in ensuring the smooth functioning of an organization’s technology infrastructure. Responsible for managing and resolving IT-related incidents, which may include hardware or software malfunctions, data security breaches, and network outages. Their primary role will be to investigate and identify the cause of such incidents, assess the severity of the problem, and develop strategies to resolve them efficiently. Communicate clearly and effectively with partners and IT teams to ensure timely resolution of issues. Document all incidents and provide input to help management analyze patterns and identify areas for improvement.

The Incident Management team will work one of the following Roles daily per the defined team schedule in Teams ‘Shifts’:

• Identify and triage incidents to assign the appropriate Priority rating to kick off Incident Management activities.
• Lead restoration activities for Managed Priority 3 (MP3) Incidents and Provide 7x24x365 Incident facilitation as per assigned shift / on call role.
• Facilitate MP3 Technical Command Center meetings.
• Support Lead IM on P1 or P2 calls, managing the Incident Record timeline and notifications as required.
• Send a briefing of the Incident with an overview of impact and Priority to IM Lead within 30minutes
• Provide ongoing updates to all collaborators as required during Incident resolution activities.
• Act as a point of contact for priority issues and facilitate expedited action for incidents.
• Engage support teams based on technical expertise required for each incident.
• Ensure a timeline of events are recorded in the incident record with accuracy and completeness.
• Track current impact and urgency, questions and answers, paths of investigation, and Action Items.
• Ensure all change – break/fix actions are noted in the associated record at time of Incident.
• Interact with vendor resources as per defined contractual requirements.
• Communicate incidents as required via standard method to designated partners.
• Identify incidents to be flagged for Problem and Change Management.
• Ensure proper training, coaching and knowledge are available to all resources involved in the Incident Management Process.
• Monitor and Report on process performance and compliance.
• Facilitate Incident Retrospectives for all Priority 3 and Managed Priority 3 Incidents ensuring the Incident record is complete and accurate.
• Document the Incident Summary in the IR template and distribute to appropriate partner.
• Participate in Problem Management activities for all Managed P3 incidents as required.
• Ensure compliance to process and controls throughout the Incident process.
• Responds to Prime Line within 15min and manages new incidents and issues.
• Utilizes assigned Backup for overflow and engagements if/when volume is unsustainable.
• Acknowledge and handle all chatbot engagements via Teams and/or xMatters.
• Manages GTSM email Inbox.
• Participates in Daily Incident Management Stand up Meeting, Incident Reviews and works on additional tasks and responsibilities.
• Collectively monitors Chatbot, Teams Channel chats and active on-going incidents.
• Resources will be available to join technical call or respond to request within 5 minutes unless they have identified themselves as unavailable due to other approved reasons (i.e., approved time off for appointment, lunch, etc.).
• Training does not supersede Incident management requirements.