Job Information
BENDER CONSULTING SERVICES INC Critical Incident Manager, Technical Service Support in Clinton, Tennessee
Apply on Company Website :https://benderconsult.com/jobs/critical-incident-manager-technical-service-support/ Critical Incident Manager, Technical Service Support
02/11/2024 Clinton, TN Full Time BS Apply For Job
Job Description
The Critical Incident Manager (CIM) will manage critical incidents and troubleshooting bridges. The CIM will be responsible for working closely with contractors, leadership and business stakeholders to resolve critical incidents and monitor performance, faults and security service delivery and solutions to automating IT enterprise monitoring services and related business processes. The CIM will be part of a team responsible for managing critical incidents, monitoring, and working with a complex, 24x7x365 enterprise operations center including coordinating an operations team responsible for tracking and resolving most critical incidents.
RESPONSIBILITIES Coordinate operational activities with the team staff to include critical incident management, incident management, enterprise monitoring, security alert monitoring, server builds, and other maintenance activities Stand up critical incident bridges when needed, make sure required technical resources respond to incidents and attend the critical incident calls, and communicate incident status to stakeholders Ensure critical incident SLAs with respect to escalation and resolution are met Identify areas to streamline or improve critical incident handling with respect to escalation and communication Communicating operational state of the enterprise systems between various teams within organization, and external stakeholders to include the customer Hand off operational status between shifts to incoming leads to include critical incidents, open bridges for incidents, maintenance windows, monitoring anomalies, or any other open problems Monitor multiple systems and applications using monitoring tools to insure availability of systems and applications in the agency environment
QUALIFICATIONS US Citizenship required and an active Entry of Duty/ Public trust Government Security Clearance, required BS degree and 5-8 years experience or MS degree and 4-6 years experience or high school diploma/equivalent and 10 years experience, required Five years demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives, required Ability to work third shift Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations Excellent written, verbal, and interpersonal skills Possess an ITIL foundations certification, preferred Remedy expertise, preferred Possesses a CompTIA Security+ certification, preferred
Additional Details
Experience:5-10 years