), Problem Resolution: ability to resolve escalation issues or problems, Excellent communicator in both spoken / written English including explaining technical concepts in non-technical client facing language, Establish, Own, Communicate and Maintain procedures for Incident Management within the dedicated account, Responsible for Incident Management operational tasks e.g, Strong ITSM Process depth and breadth for incident management. This document defines the Incident Management Process.Incident management is the most important process in ITSM process implementations. MBA, or MS preferred, Ability and desire to lead the implementation of technical solutions to IT problems in dynamic, high-pressure situations, Delivers complex messages/subject matter in a style that is appropriate for a broad audience, Excellent verbal and written communication skills and the ability to interact professionally with a globally diverse group of executives, managers, and subject matter experts, Developed ability for public speaking, and relaying business critical information to senior leadership on demand, Writes clearly and succinctly in a variety of communication tools (memos, presentations, reports, etc. Analyze Incident metrics. ), Will be expected to assist with coverage for other regional MIMs during their normal work day due to absence, holiday, etc. Responsible for driving correct level leadership engagement with the vendor throughout resolution, May provide general consulting for a specific technology area. (e.g. 5 + years as Senior Incident Manager in a global environment with a proven track record for improving process and service. Manage and deliver on special projects related to strategy, continual service improvement, relationship management, metrics, process documentation and tools, Establish and maintain effective customer relationships, Act with a sense of urgency in meeting customer needs, State opinions in a way that encourages dialogue, Seek information and input from subordinates, peers, manager, and senior leaders, Understanding of metrics for the MIM process, Identify opportunities to improve performance, Deliver prescribed goals to a standard of excellence, Seek out opportunities for personal development, BS in a technical discipline. These incidents are escalated from Global Operations Command Centre, Application Coordinators, Level 1 and 2 Technology Support Teams, various Help/Service Desks, Deskside Support Services (DSS) and various Application Support Teams within RBC and our member companies, Initiates the Incident Process; has Global accountability to engage the appropriate support teams to address Incidents to minimize client and operational impact and create awareness, This role will also support the Major Incident Manager and the Incident Management Communications team. ), cloud-based file sharing, and deduplication, Security operations, intrusion detection, firewalls, and Single Sign On (SSO), Some of the more essential skills required for executing the objectives of the role are, Shift oriented resulting in work across one or more shifts in a 24x7x365 operational team, 5 + years running incidents / situations / crisis events in a large, complex enterprise environment, The global team operates to a follow the sun model and each geographic team will have global ownership during their core hours being the central point of focus for high impact and complex problems. Contribute to developing staff to ensure cross program collaboration and team work, Perform, coordinate and facilitate incident resolution and engage support teams as required, Interact with the incident/problem management system to create incident documentation that includes information about the results of the root cause analysis/work around, approvals (who/when), and corrective action plans, Apply technical knowledge and excellent analytical skills to facilitate resolution of incidents and restore service to normal operations in support of Program SLAs, Where applicable, escalate incidents for resolution, avoid reoccurrence or close incident. ; Microsoft Structured Query Language (SQL) Server); application software support; network and application monitoring, Ability to perform direct client interaction in reporting and updating incidents or other forms of communication, Hands-on experience in change and problem management, Managing high and critical Incidents to ensure timely completion, Managing user escalation Overseeing all Incidents and user service requests for timely completion, Monitoring of tickets and taking the actions necessary to meet ETM service targets, Managing Incidents including o Major Incident with a priority of 'Critical' or 'High', client facing o Priority 1 (Critical) and Priority 2 (High), Client satisfaction for Incidents Managing user escalations for Incidents and user service requests, Initiation of Problem Process for problems identified by Incident Management, Initiation of Issue Process for Issues identified by Incident Management, Ensuring correct execution of Incident Management Processes, Incidents - All priorities (Infrastructure Restorations and User Restorations), Computer Incident report within 24 hours of critical incident, *As a contract employee of Apex Systems, you are eligible for Health, Dental, Vision and Life Insurance; Shorter Term Disability; Hospitalization Coverage; Direct Deposit; Weekly Pay Periods; Training and Development Programs; Corporate Discounts / Perks and our Referral Program, *Apex Systems is an Equal Employment Opportunity / Affirmative Action Employer. The process is based on the ITSM best practices and can be modified to reflect requirements specific to your organization. Ensures that all of IT follows the Incident Management process. For example held a senior role in any of the following: SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc, Multilingual in English, Spanish, Portuguese a plus, Ensure Problem tickets are properly recorded, escalated and assigned, Accountable and responsible for Emergency change creation, meeting minutes and Emergency Change Advisory Board decision, Validate Configuration management items in light of monitoring and potential incident resolution, Service Delivery Center and Business relations management, At least 2 years experience in Service Delivery (including out of IBM experience), At least 2 years experience in Customer Related Support, Review and analye IS Incidents to identify those that pose a significant risk to the Citigroup franchise and its affiliates, and escalating those IS Incidents in accordance with Citigroup policy and procedures, 2 or more years working in an Incident Response role with experience in examining suspicious/malicious network events, analyzing malicious code/exploits, and system/network forensics, 2 or more years working in IT/IT security, preferably a 24x7 operational environment, or educational equivalent, Working knowledge of and experience with Incident, Problem and Change Management processes, Working knowledge of GE IT services and applications and how they related to key business areas or equivalent financial services experience, Working within a Helpdesk/Support environment Technical Knowledge, Working knowledge of IT systems, software, applications and networks, Enterprise incident management experience across several IT disciplines, Maintaining a professional demeanor and attitude while being assertive, Ability and confidence to act with decisiveness on critical decisions, Exercise influence over a wide range of individuals at all levels of technical & business leadership, Ability to multi-task and make sound judgments in a fast-paced, high stress environment, Extensive technical experience â preferably in leadership or strong individual contributor role in other application or infrastructure organization, Experience of working in a process-driven environment, Experience with IT process related industry best practice frameworks and Standards (ITIL, ISO20000, ISO9000, etc. This includes obtaining measurable improvements in customer satisfaction via reduced Mean Time to Restore (MTTR) services, Establish and grow relationships with senior team members and global business and technology contacts, Assist in ensuring that all CTI processes and procedures are adhered to and are in compliance with corporate guidelines, Collaborate with local, regional, and global incident management (IcM) teams to share knowledge of people, process, and technology, Ensure all Incidents are accurately documented within ServiceNow records, Build close relationships with Service Assurance teams such as Problem Management, 10 + years running incidents / situations / crisis events in a large, complex enterprise environment, 10-15 + years working in a process-driven environment, Review and analyze IS Incidents to identify those that pose a significant risk to the Citigroup franchise and its affiliates, and escalating those IS Incidents in accordance with Citigroup policy and procedures, Review the details of all reported incidents to determine whether they constitute an IS Incident, Review and verifying the accuracy of the reported severity level of an incident, Provide technical subject matter expertise to mitigating risk to impacted parties throughout an incident, Work with internal and external constituents to minimize risks associated with IS Incidents, including convening appropriate Subject Matter Experts to assist investigations and ensuring that all relevant facts of the IS Incident are properly communicated and reflected in the SIM Application, Track follow-up documentation related to an IS Incident, including Root Cause Analyses (RCAs), Lessons Learned and SIRT Remediation Plans throughout the incident lifecycle till closure, Ensuring that SIRT metrics are available to senior management at the business and corporate level, Oversee the quality, availability, and integrity of the data in the Security Incident Management Application (SIM Application), 3 or more years working in an Incident Response role with experience in examining suspicious/malicious network events, analyzing malicious code/exploits, and system/network forensics, 6 or more years working in IT/IT security, preferably a 24x7 operational environment, or educational equivalent, Experience in security aspects of multiple platforms, operating systems, software, communications and network protocols or an equivalent combination of education and work experience, Understanding of networking protocols and infrastructure designs; including routing, firewall functionality, host and network intrusion detection/prevention systems, encryption, load balancing, and other network protocols, Experience with Reverse Engineering malicious code and Web/Network Penetration Testing is a plus, Experience with Databases, SQL knowledge is a plus, Experience writing Perl, Python, scripting, programming, or other languages is a plus, Experience administering and troubleshooting operating systems, including Solaris, Linux, and Microsoft Windows Server is a plus, Certified Information Systems Security Professional (CISSP) certified/qualified or ability to actively work towards obtaining certification, Certified GIAC Certified Incident Handler (GCIH) or demonstrated skills and ability to obtain certification, Excellent communication skills, analytical ability, strong judgment and leadership skills, and the ability to work effectively with clients and IT management and staffs, Ability to communicate technical issues to technical and non-technical business representatives, Ability to understand strategic objectives and vision, and work towards those goals, Dedicated and self-driven desire to research current information security landscape, Incident Manager acts as the single point of contact for customer escalations and service assurance related issues, Provides technical support by prioritizing, troubleshooting, characterizing, reproducing and escalating customer reported problems, and delivers hardware, software and/or application solutions within customer response time targets, Provides technical support to third-party technical service providers, as applicable, Establish and maintain professional and productive relationships with our Customersâ Senior Management teams, Maintains high level of technical product knowledge, Work with customers, internal teams, partners and suppliers to establish communicate and manage expectations, Participate in proposal development, Contracts/SLA negotiations and contract interpretation as required, Provide leadership and coaching to CEP virtual reports in order to meet and/or exceed assigned objective targets, Keeps abreast of leading edge IT technology in the specific market/industry of the customer, Meticulous and adheres to quality delivery at all times, Ability to deliver outstanding service in a constantly evolving environment, Strong analytical skills with deductive reasoning capabilities, Technical know-how: advanced knowledge of Bell Business Market products and services (IPVPN, VMS, BID etc. On your problem Management forums, to represent the Incident Management in ITIL is the key in! 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