Job Description:

We are seeking an experienced and proactive ITSM Incident Manager to oversee the incident management process. This role is crucial for ensuring that IT services are restored swiftly and effectively following any disruptions, minimizing impact on business operations and maintaining high levels of service quality.

The Work:

• Oversee and manage incidents and problem management processes in Jira, ensuring incidents are logged, categorized, prioritized, and resolved in accordance with service level agreements (SLAs)
• Coordinate with various teams and stakeholders to drive efficient incident resolution and implement strategies to improve service delivery and enhance customer satisfaction
• Prepare and distribute regular incident reports, including root cause analysis and remediation plans
• Identify trends and areas for improvement, implementing best practices to enhance the incident management process
• Maintain clear and timely communication with stakeholders throughout the incident lifecycle, providing updates and managing expectations
• Conduct post-incident reviews to identify lessons learned and prevent recurrence
• Track and manage the implementation of corrective actions from post-incident reviews, ensuring that lessons learned are applied effectively to prevent recurrence and improve future incident management processes
• Develop and maintain incident management metrics and performance dashboards in Power BI, providing clear visibility into incident trends, resolution times, and areas for improvement
• Create and manage PowerPoint presentations as needed to communicate key incident management metrics, trends, and insights for executive and stakeholder reviews
• Present incident management data and analysis during meetings, providing actionable insights on service performance and recommendations for continuous improvement

Here's what you need:

• Minimum of 5 years of experience in IT service management, with a focus on incident and problem management

Bonus points if you have:

• ITIL certification
• Jira
• Experience in a similar role within a large, complex organization
• Knowledge of project management methodologies and tools
• Strong understanding of ITIL framework and best practices
• Strong analytical and problem-solving abilities
• Strong communication skills, both written and verbal, with a focus on customer satisfaction
• Basic understanding of computer systems, networks, and software applications
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously

Security Clearance:

• Must have an active TS/SCI security clearance