www.qwikresume.com. ), This position requires the ability to respond onsite in a 24/7/365 environment; must be willing to work evening, overnight, and weekend and holiday hours as needed, Strong interest in technology and a desire to learn and grow in the Networking/Security/Digital investigations field; skills and knowledge must be kept current, EnCase, FTK, X-Way, Paraben P2, and/or other experience with similar advanced products, Demonstrated understanding of networking in any of the following deep packet analysis tools: Wireshark, Network Miner, or NetWitness, Understanding of threat vectors and related artifacts subsequently left behind and methods of retrieving and interpreting them, Contribute to defining and executing, for existing and new products on, Strong understanding of the Incident Management, Problem Management or Change Management Process required, Bachelor's degree in technology or engineering related field or equivalent relevant experience, 7+ years experience in IT systems support functions, Strong demonstrated technical troubleshooting skills, Keen focus on providing exceptional service to customers, Strong interpersonal (listening, written and verbal communication) skills, Demonstrated strength in facilitation, conflict resolution, and negotiation, Demonstrated ability to handle multiple tasks simultaneously, Strong analytical skills with demonstrated track record as a critical thinker, Should be able to provide 7x24 on call support on a rotational basis, Should be able to work evenings / weekends as needed, Experience with ITSM tools – Jira, Remedy, and/or ServiceNow, High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree, Typically, 3-5 years of working experience in related fields, Ability to resolve or assist in the resolution of complex Customer problems, Able to apply skills in project management, analysis, scheduling and controlling, Able to understand Customer system environments with associated business needs, Perform work successfully with minimal supervisory oversight; able to independently work in a remote capacity, Act as investigative architect and provide internal or external teams with documentation and methodology sufficient to conduct an investigation to successful completion, Demonstrate ability to invent and successfully utilize new investigative workflows to overcome emerging threats never seen before or to work around problems encountered during engagements, Remain current on information security and emerging threat trends and tools and methodologies to combat the same, Guide customers through investigations in compliance with regulatory requirements, Review security infrastructure and configuration to identify points of vulnerability and suggest recommendations for remediation, Travel as needed to customer locations to perform reactive and proactive engagements, including frequent travel with very short or no advanced notice. Incident Management Resume Examples & Samples. Guide the recruiter to the conclusion that you are the best candidate for the incident management job. Incident Manager position requires someone with IT expertise. New Major Incident Manager jobs added daily. Reports into the Manager of IT Operations. Formed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions to clients. degree in Information Technology, Business Administration or other technical discipline, Three or more years of administrative experience, Experience working with help desks and call triaging, Facilitating and managing incidents at all severity levels, Extensive enterprise incident management experience across several IT disciplines, A fundamental understanding of Citi’s lines of business with a primary focus of the institutional clients group / markets, Knowledge of transactional banking preferred, Ability to challenge information if the response does not fit the situation, Work across one or more shifts in a 24x7x365 operational team, Manage escalation notification and rapid communications to all senior executives and stakeholders across the company, Continuous process improvement while increasing service quality, Proactively identify opportunities for improving Incident Management process “Faster, Better, Cheaper”, Establish, foster, and grow relationships with global business and technology organizations, Increase technology, business unit, and organizational knowledge year over year, 10-15 + years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization, 10-15 + years of interacting with a demanding customer focused service delivery organization, Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework, Major incident managers are required to understand and execute Major Incident management process for all critical incidents in order to mitigate impact and reduce time to restore business services. Nachdem die in ITIL V3 definierten Prozesse m… CCNP, MSCE) are required, Excellent verbal and written communication skills (English language), Experience of working in high performing teams and understand the dynamics of teamwork in a international SOC environment, Work with process executors globally to ensure defined IT Information Library (ITIL) standards and processes are followed. Ensured that all IT teams followed the incident management process, SLA’s for every incident. Monitored the effectiveness of incident management and suggested recommendations for improvement; Played a Key role in driving, developing, managing and maintaining the major incident process and associated Application support groups. Those interested in a Problem Manager position should showcase in their resumes assets such as problem management, analytical thinking, communication and interpersonal skills, and computer proficiency. Description: Provides role clarity, communication and facilitation during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis) Responsibilities: Participate in weekly on-call rotation; Respond timely to messages from Service Desk to join the Crisis Bridge gathering and processing of information independently, Receiving and sorting of incoming international requests by phone, e-mail or post, Planning and organization of travel and their follow-up incl. Filter by location to see Major Incident Manager salaries in your area. Der hier beschriebene Incident-Management-Prozess (Abb. Reviews and makes recommendations of improvements to knowledge management documentation, Contributes analysis and documentation to Known Error Database, Develops, recommends and monitors corrective and preventive actions, Accountable for submitting change requests in MIM arena on behalf of team, Interprets and implements MIM standards and requirements, Adheres to and maintains high levels of expertise in all MIM support processes, procedures, and expectations established by management, Assists with the updating of SOPs, work instructions, checklists and various other documents under MIM, Proactively identifies training opportunities to execute on the organizations overall goals, Meets or exceeds all Goals and Objectives and Service Level Targets, Provides input to senior team members in regards to MIM related actions/activities, Works both routine and complex Incidents independently and provides a more thorough level of investigation, Could work on-call hours that would include 24/7 coverage per the SOPs, A minimum of five to seven years of equivalent experience, or seven to nine years of related experience in Computer or Customer Support, Experience with the FDA, pharmaceutical, blood banking or the financial industry regulated environment a plus, Highly tenacious, combined with high stress resistance, Uses logic, methods and tools to solve problems with effective solutions, Ability to coordinate and drive conference calls, Displays basic Project and Problem Management skills and abilities, Ability to recognize errors and correct to meet organizational standards, Ability to troubleshoot problems and work with other groups to find solutions, Capability of multi-tasking, managing multiple events simultaneously, Proven ability to analyze and report on various levels of data and metrics, Ability to follow outlined processes and procedures, Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization, Single point of contact for SITA performing Incident & change management activities combined in one desk, Conduct initial diagnostics and undertake full fault and diagnostics to resolve where possible, customer faults as well as manage customer change requests, Liaise with the change manager and USO for complex and bulk changes, Provide guidance and act as an IPT technical point of escalation for incident management specialists, Provide a professional technical point of contact for customers, Diagnose fault related incidents by effectively utilizing software diagnostics and other network/product utility programs, Provide updates as needed to the customer in order to meet performance objectives and service excellence guidelines, Ensure incidents and changes are resolved at the SITA desk level or allocated to the most appropriate ‘next step’ as part of the incident & change management process, Perform technical escalations in line with company procedure, Monitor systems, customer networks and products, deal with alerts and events as appropriate, Liaise and refer issues to relevant entities, Document all troubleshooting and incident management actions, Lead SPOC for SITA incident & change management activities, Designated Change Manager for SITA major account working in a transversal model “follow the sun “, Train new comers on the process, tools and best practise for both incident and change management, Provide statistical reports to OBS/SITA as assigned by the team manager, Ensure the SLA achievement for both incident and change management activities, Partners with application support, application development, global infrastructure, problem management and business stakeholders to restore service and prevent reoccurrence of incidents, Using ITIL Best Practices, oversees the Incident Management and Service Desk Teams, Champions and promotes the benefits of Incident, Event, Alarm, Service Desk and other IT Service Management processes, Ensures the Incident Management team has appropriately documented the critical aspects of individual incidents in preparation for the problem management team’s process of determining their root cause, Manages an outsourced partner based team who supply Service Desk related functionality on a 7x24x365 basis throughout the MGM enterprise, Leads and ensures that the service desk team continually provides superior support and scalability to meet business demands, Ensures effective integration with other IT and Business Teams, Monitors adherence to the Incident, Event, Alarm and Service Desk processes, policies and procedures, Responsible for identifying and driving implementation of activities that improve the efficiency and effectiveness of these processes, Evaluates the creation of process metrics while ensuring IT transparency, Oversees process to ensure that internal service, as well as, outsourced partner related SLAs are completed and approved within agreed upon timeframes, Partners with the outsourced partner on the creation of service desk performance related reporting, Works closely with both the Executive Director of IT Service Management and the outsourced partner on developing, enhancing and maintaining a Continuous Improvement and customer satisfaction program, Four year college degree in Information Systems/Technology, Computer Science, Computer Engineering, or a related field, At least 6 years of experience in Information Technology; which includes at least 3 years’ experience in IT Incident Management, At least 3 years of IT leadership experience, Thorough understanding of Incident, Event, Alarm and Service Desk processes with proven experience supporting this process within a large scale organization, Two (2) years of experience performing in incident response roles that include containment and isolation, forensics, root cause analysis, and remediation, Three (3) years of experience in a consulting services role or a related information security position, Bachelor’s Degree from a four-year college or university in Information Assurance, Computer Science, Management Information Systems or related area of study; or related experience and/or training; or equivalent combination of education and experience, Highly desired certifications include: GIAC Certified Forensics Examiner (GCFE), EnCase Certified Examiner (EnCE) Certification (ENCE), Certified Computer Examiner (CCE), and Certified Computer Forensics Examiner (CCFE), Ability to combine multiple separate findings to identify complex attacks and incidents, Mastery of commercial and open source security tools (e.g. Linux, Windows, OS X, Cisco, Oracle, Active Directory, JBoss, .NET, etc. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. The candidate must have a strong Service Management or Infrastructure Operations background, Bachelor’s degree with at least 8 years of related experience, Strong support expertise utilizing industry-recognized frameworks (i.e., ITIL), Strong analytical skills and process orientation, Ability to communicate both verbally and written to all levels of personnel and organization leaders, Requires objectivity and analytical driven approach, Experienced in managing third party vendors, Pragmatic, results driven and acts with a sense of urgency, Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue, Investigation and diagnosis of all Incidents, Service Requests, Changes, and Problems assigned to the team, documenting findings in ServiceNow and reassigning to appropriate groups where required, Resolution of all Incidents, Service Requests, Changes, and Problems that fall within the scope of the teams access and ability to provide recovery of service, Management and oversight of Incidents and communications at various levels during the incident life cycle, Understanding business needs and assisting in adjusting internal process to meet these needs, Monitoring Incident Management team levels of performance against agreed quality standards and KPIs, Ensuring development of the Incident Management team, proactively identifying areas for improvement, Acting as point of escalation for any technical issues within team, Highly skilled in all aspects of Incident Management. www.slideshare.net. Authorized emergency break-fix requests, reporting details of requests to ECAB group, Successfully utilized monitoring software (CCPulse+, SiteScope, Vantage, and AT&T, Verizon Call Data reports) to identify and proactively correct infrastructure issues before they impacted production, Conducted live migration drills with sustain teams and advisor call centers to test response time of teams and functionality of Business Continuity Emergency Fail Over backup environments. It requires strong organisational and negotiation skill combined with a solid approach to critical thinking for preventing and solving problems. Responsible for communicating with the Incident Process Owner. Leading a 24/7 globally based team providing major incident management & communication for enterprise clients. A major incident is a highest-impact, highest-urgency incident that affects a large number of users, depriving the business of one or more crucial services. Incident Manager. The Major Incident Manager (or Problem Manager if covering the role) should arrange a formal meeting with interested parties (or regular meetings if necessary). ITIL certification in Support and Restore is highly preferred, Minimum 10 years of Incident Management Process experience, preferably in a broad based global infrastructure enterprise is required, Continuous development & daily management of service quality focused on increasing customer satisfaction via reduced Mean time to Repair, decreased ticket aging times, and increased data quality is required, A demonstrated commitment to service management (ITIL) disciplines (Service Desk, Incident Management, Problem Management, Change Management) is required, Ability to manage relationships with senior global business and technology management as well as other team members is required, An understanding of Severity Matrix, Service Level Agreements, and Support matrixes is required, Strong interpersonal & relationship skills, ability to develop others, and general leadership qualities is required, Must have excellent written/verbal communication skills, Six Sigma, PMP certifications is preferred, Ability to communicate technical terms into business term language is required.Info Technology, Representing your region in global customer care team activities, initiatives and projects, Marketing our services through online design and development, Maintaining enhancements in the various WEBi dashboards, Understanding Customer Survey comments and driving advances in results, Analysing KPI trends, identifying and implementing improvement action plans, Ensuring continuous improvements on non-compliance areas to Incident & Knowledge Management Best Practices, Building effective relationships with business partners and regional teams, understanding their requirements and challenges, and acting as the key contact specialist, Knowledge sharing, coaching and training customer care teams on our Standards and best practices to ensure compliance, Lead and manage the response to Digital security incidents, minimizing the risk to BP's information assets, data and services, Manage high priority security incidents to closure, ensuring timely containment of threats, Conduct post-incident reviews assessing the effectiveness of the controls, monitoring and responses to improve BP's cyber resilience, Manage the quality of communications to stakeholders ensuring that major incident communications are accurate, relevant, concise and timely, Enhance the design, documentation, and implementation incident response processes, procedures, guidelines, and solutions, Create and maintain operational reports for Key Performance Indicators and Monthly Metrics, Lead and coordinate large-scale cyber exercises to ensure continuous improvement in BP's Digital Security response, Build close working relationships with the segment Heads of Digital Security, Digital Security Risk Officers, Service Management Office, Intelligence Security & Crisis & Continuity Management, Business Integrity, Group Communications and Key Strategic Suppliers whose support and knowledge are vital in delivering the remediation of security events and incidents, Coordinate information sharing of incidents, where appropriate, to educate DSR and the wider business on threats posed to BP, Maintain a strong awareness of technology, emerging cyber threats and industry best practice to enhance Incident response, Strong understanding and practical knowledge of incident management, Up-to-date knowledge of technology, cyber and information security threats facing oil and gas, Excellent verbal & written communication, influencing, and conflict management skills, Strong negotiating, conflict resolution, influencing and stakeholder management skills, Ability to grasp complexity and ambiguity with a strong will to succeed, Proven ability to explain security issues in business language and business issues in security language, Ability to articulate and communicate intelligence on adversaries, campaigns and threats facing BP, Strong organizational and multi-tasking skill, Attention to detail with flexibility in addressing changing requirements, 3+ years working in the cyber security field, Information Security certification (CISSP, CISM, etc. , SAINT, Qualys, Burp, Nmap, Kali, Metasploit Meterpreter! 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