Incident Manager Jobs

Not able to do C2C for this role.

Contract role

Pay rate: $70-$80/ w2 hourly (Benefits available but not included in pay rate)

*The Ideal candidate with have experience building dashboards with service now

Need to have experience with Atlassian Confluence Collaboration tool

Need to have experience with Atlassian Jira board (Kanban board and managing Jira task)

Need experience using Lucidchart drawing and Process software – will manage and create network drawing using Lucidchart

Need experience using ServiceNow and strong and proven experience building ServiceNow standard dashboard and for Incident and Change management (weekly, monthly and quarterly)

Need experience using ServiceNow to build custom reports – Weekly and Monthly

Need experience with Microsoft Team chat and Microsoft SharePoint (Administrator)

Need Experience using Slack chat and messaging –looking into integrating Slack into ServiceNow but haven’t done that yet, that experience would be great too

• Experience working in an IT Network Operational Readiness or Network Operations Center (NOC) for large enterprises
• Ensure vital reports (RCAs, PIRs, PERs) are created to a high standard of written excellence and delivered to customers in a timely manner
• Lead post incident review meetings (Root Cause Analysis phase)
• Critical thinking, decision-making abilities
• Proven knowledge of Problem Management frameworks (eg. ITIL, Release, Incident, Problem, Change)
• Accurately track incident and problem records in ticketing systems (ServiceNow)
• Working knowledge and understanding of Problem Management framework and root cause analysis
• Strong ability to communicate efficiently and effectively with different teams, from Engineers to Support and Management with the ability to communicate technical issues to non-technical teams
• Ability to communicate confidently and clearly on conference calls, in meetings, via collaboration tools, via email, and at all levels of the organization is essential.
• 5 or more years of experience in Major Incident/Problem management areas
• ITIL Foundation certification required, advanced certification strongly preferred including Problem and incident management
• End to end ownership of incidents with potential or actual business impact
• Ensure that normal service operations are restored as quickly as possible while meeting the required service levels (SLAs).
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Experience of using and managing incident/change/problem/RCA process
• On-call rotation schedule
• Experience with specific tools (ServiceNow, Jira, Confluence)
• Assist with developing new processes to enhance customer support experience
• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem
• Critical Thinking, Problem Solving and Deductive Reasoning
• Ability to work independently with a “make it happen” attitude; can operate and execute in areas of uncertainty and ambiguity; problem solver and quick learner.

Preferred Qualifications:

• Knowledge and understanding of different types of common WAN connections.
• Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model).
• Knowledge and understanding of WAN circuits (Fiber Optic, MPLS, DIA, WAN wireless 5G)
• Triage and escalate issues to Major Incident Management as required
• Network enterprise focused - understanding of Cisco Systems hardware/software – routers/switches, firewalls, wireless, network load balancer, IDS/IPS, DDoS.
• Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs.
• Coordinate with Project managers to assign incident tickets to network engineers

Work Schedule Requirements:

• Ability to support On-call rotation and flexibility to address issues after hours and weekends as need

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.modis.com/en-us/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records.