Incident Manager - DET1360414_11-4658

Beacon Hill Staffing Group - Springfield, IL

Full-time - Mid Level

Springfield, IL

Administrative and Support Services

About the position

The Incident Manager is responsible for managing incidents effectively and professionally to ensure the restoration of normal service with minimal impact on customer service. This role requires strong problem-solving, analytical, and communication skills, as well as the ability to work independently and as part of a team. The Incident Manager will oversee the incident management process, facilitate communication during high-priority incidents, and collaborate with various stakeholders to improve incident management practices.

Responsibilities

• Ensure effective management of impacting incidents to restore normal service quickly and efficiently.
• Execute the enterprise Incident Management process, managing incident queues and escalations as necessary.
• Facilitate and respond to all major incidents impacting mission-critical business applications and infrastructure services on a 24/7/365 basis.
• Conduct continuous process improvement for the Incident Management Life Cycle and postmortem processes.
• Utilize advanced technical knowledge to operate in critical technology areas or customer groups.
• Collaborate with team members to solve complex IT problems.
• Handle incident communications for high-priority incidents and verify Major Incident notifications for accuracy.
• Maintain incident logs and process incident reports for upper management review.
• Develop and maintain technical and process documentation for the Incident Management Team.
• Participate in quarterly disaster recovery exercises as the assigned incident manager.
• Update incident reporting systems with resolution information and liaise with problem management on trends.
• Establish relationships within the organization to support critical incidents during high-profile events.
• Manage incidents 24/7 to ensure minimal service disruption.

Requirements

• Bachelor's degree in computer science, Engineering, Business, or related field or equivalent work experience.
• 3-5+ years of relevant experience in incident management or related fields.
• Strong understanding of technology in direct responsibility.
• Strong customer service skills.
• Strong understanding of IT Service Management tools (e.g., Remedy, JIRA, Service Now).
• Strong understanding of event management activities.
• ITIL Foundations Certification.

Nice-to-haves

• Entry-level or intermediate-level certifications in the work field.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities