Major Incident Manager

DescriptionKforce 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 leadershipRequirements* 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 enhancementsDesired 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 proceduresJob TypeContractCompensation21 - $28