Major Incident Manager

Kforce has a client that is seeking a Major Incident Manager in Shelton, CT.

Key Tasks:

• Execute Major Incident Response: Execute escalation procedures and ensure timely action is taken on all reported incidents; Prioritize incidents based on urgency and business impact, coordinating resources and directing efforts towards swift resolution
• Monitor and track incident progress: Utilize incident management tools to track the status of all open incidents, ensuring resolution within established timeframes and minimizing business disruption
• Maintain incident response documentation: Maintain clear, concise, and up-to-date incident response procedures and escalation guidelines. Ensure all updates to the documentation are approved and adhere to established protocols
• Stay informed about emerging trends and technologies: Actively seek out and learn about new incident management tools, methodologies, and best practices; Share your knowledge and expertise with the team and contribute to the continuous improvement of the incident management process
• Problem Detection and Analysis: Execute proactive and reactive strategies to identify recurring incidents and potential problems; Conduct thorough problem investigations, collaborating with technical teams and stakeholders; Document problem findings and propose solutions in clear and concise reports; Analyze trends and patterns in incident data to determine root causes
• Solution Implementation and Tracking: Drive the delivery of permanent solutions to address root causes. Prioritize and track progress on resolution plans, ensuring timely completion. Monitor the effectiveness of implemented solutions and adjust as needed
• Metrics and Reporting: Track key problem management metrics and report on findings to stakeholders; Analyze trends and identify areas for improvement in the problem management process; Present findings and recommendations to senior management and leadership

• Minimum 5 years of experience in IT Operations, or 2 years of experience in Problem Management
• Minimum 2 years of experience in IT Incident and Major Incident Management
• Proven track record of successfully working in fast-paced environments
• Understanding of IT infrastructure, systems, and troubleshooting methodologies, and root cause analysis methodologies
• Excellent communication and interpersonal skills, with the ability to communicate effectively under pressure and build consensus and influence stakeholders
• Demonstrated analytical and problem-solving skills, identifying patterns and developing solutions
• Working knowledge of ticketing systems, monitoring tools, knowledge management systems, documentation tools, and other ITSM tools
• Proven experience in executing ITIL-based incident and problem management processes
• Strong attention to detail and ability to manage multiple priorities effectively
• Stays current on evolving ITSM practices and technologies, recommending and implementing process enhancements

Desired Skills:

• Experience with IT service management (ITSM) frameworks and methodologies, such as ITIL v4
• Experience with ticketing and engagement tools, such as ServiceNow and Opsgenie
• Strong customer focus and commitment to quality with exceptional communication skills at the executive level, both written and verbal
• Understanding of customer impact and the ability to influence the momentum of incident response across multiple teams
• Experience with crisis management
• Experience with problem management tools and troubleshooting methodologies
• Passion for continuous learning and staying updated on industry trends across incident, problem, and change management
• Ability to present complex technical information clearly and concisely to diverse audiences
• Familiarity with change management/CAB processes, including emergency and latent change procedures

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce’s sole discretion unless and until paid and may be modified in its discretion consistent with the law.