Incident Manger
Company: HMG America LLC
Location: Jackson
Posted on: May 26, 2023
Job Description:
Job Title : Incident Manger
Location : Jackson, MI
Duration : Full-Time (Perm.)
Job Description:
- Conduct trainings on Incident Management process and Tool
within the Steady State Operations staff to insure that they
understand their respective responsibilities
- Insure that the Service Desk analysts, Service Desk Manager,
Critical Incident Manager and Incident Managers understand their
specific responsibilities in Incident Management process
- Manage Incident Management 'Process Set-up data' in the Service
Management Tools - this includes SLAs, OLAs, Notifications,
automatic escalations, user feedback surveys etc. Changing needs of
the process in the organization and the process data in the tool
need to be aligned on an ongoing basis. Rarely does it happen that
the Incident Manager raises an RFC on the Service Management Tool
to make changes in the tool data to add/modify/improve the way the
tool should support the changing needs of the Process.
- Provide adequate means for efficient handling of Critical
Incidents, example: IVR updates, Operations Bridge, Contact lists,
'War Room' etc
- Work with the Event Management Process owner to optimize the
interfaces between Event Management and Incident Management process
and tools. Help the Event Management Process to mature by providing
inputs on :
- False positives because of which Incident tickets were opened
wrongly
- Incidents which the Event Management process and tools missed
and should be included in the purview of Event Management going
forward
- Continually improve the alignment of Incident Priorities by
improving communication with those responsible for planning and
managing service availability management and improvement
initiatives (rarely do we find a named Availability Manager in the
organizations - Normally this is a reactive, distributed
responsibility across various tracks)
- Guide and enforce that the Incident Managers to recognize
situations where they should open Problem Tickets
- Periodically audit Incident records and coach the Incident
Management staff to
- Insure that 'ticket hops' are reduced to the minimum
- Avoid possible misuse of 'Pending' status by resolving
groups
- Enforce the use of available knowledgebase, Configuration
Management Database and Known Error Database for quicker resolution
of Incidents
- Quality of updates being made into the Incident Records
- Devise, measure, report, monitor and improve the internally
designed KPIs to improve the efficiency of Incident Management
process. Example: Ticket hops, Incidents per staff, Incidents
resolved using KB etc.
- Detect Incidents that were solved but not logged. These will
always exist, irrespective of the maturity of an organization. VIP
Incidents are a classic example. Even if VIPs don't log their own
Incidents, the IT staff should log them on behalf of the VIPs.
Policy makers themselves are, most conveniently, the policy
breakers!
- Explore the opportunities for using 'self-help' tools in the
interest of process efficiency
Keywords: HMG America LLC, Jackson , Incident Manger, Other , Jackson, Mississippi
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