Incident Manager Job in Bothell, Washington US

The purpose of this position is to work with peer analysts to support the IT Incident Management process.  In addition to executing the normal tasks listed (below) for an Incident Manager, this position will also assist the Manager of the team with Continuous Service Improvement initiatives planned for the IT Incident Management process.  The successful candidate must have the ability to perform well under pressure, managing numerous competing priorities. They will be extremely customer focused, having worked in an Incident Management role before, they will have very strong written and oral communication skills and accustomed to working within business critical environments.  

 

·         Enforce published Standards and Policies for IT Incident Management

·         Facilitate Post-Incident review/debrief on all major incidents

·         Facilitate the investigation and resolution of major IT incidents.

·         Monitor progress on the resolution of major incidents.

·         Regularly communicate status of ongoing major incidents.

·         Communicate incident status to executive leadership.

·         Clearly document incident impacts and actions taken through-out the incident lifecycle.

·         Advise IT support staff.

·         Generate reports as needed; leveraging Remedy, Excel and SharePoint.

·         Support process integration with other IT Service Management processes

·         Support new process integration initiatives and the ongoing improvement to existing processes

·         Lead cross function teams to analyze issues and outages, investigate and diagnose causes and recommend corrective actions needed to restore service.

·         Provide Incident Management process subject matter expertise

·         Provide training to support teams and business partners on processes and Incident Management tools and tasks.

·         Daily time tracking against defined tasks within Clarity

·         Assists with team reporting/metrics/analysis deliverables as required.

·         Conduct post mortem reviews with multiple stakeholders on high impacting incidents to assist in driving towards identifying Root Cause, the associated Irreversible Corrective Actions, and the creation and publishing of detailed Executive Summary Reports.

 


Minimum Required Skills / Competencies

·         System Analysis experience in the support/operation of an enterprise wide carrier class application, prefer a wireless environment (6+ yrs preferred)

·         Knowledge of software development principles and methodologies

·         Knowledge of wireless telecommunications industry (Prefer 4+  years)

·         Knowledge of wireless billing principles and processes (Prefer 4+  years)

·         Oral communications: Proven ability to express ideas verbally, including good presentation skills

·         Written communications: Proven ability to produce a variety of business documents that display a command of language, clarity of thought and orderliness of presentation

·         3-4 years prior experience working within Incident Management

·         2-3 years prior experience driving process improvement initiatives

·         Intermediate to advanced skills working with Remedy

·         Intermediate skills working with Excel, Word and PowerPoint

·         ITIL v3 Foundations Certification required

·         ITIL v3 Operational Support and Analysis preferred

·         Must be able to work non-standard shifts as required for Incident Management coverage, this includes days, nights and weekends with varying shift lengths - occasionally on short notice.