Major Incident Manager

Domain Operations – Major Incident Management Support

Large Banking Client

Pay Rate: $56.16/hr – w2

12-18 month contract

Charlotte, NC | Jacksonville, FL | Plano, TX – 3x onsite for all locations

Functional Title: Domain Operations – Major Incident Management Support

The EET APS Domain Operations Team is responsible for major incident management support across the EET APS application portfolio. Responsibilities include the triage of Major Incidents impacting the supported application portfolio and the review of knowledge content to ensure that it is useable by our technical staff and our end user community.

Top Must-Haves:

• 3-5 years of Incident Management experience
• Excellent written and verbal communication skills
• Microsoft Products (Excel, Word, PowerPoint)
• ITSM (Information Technology Service Management) Remedy and/or ServiceNow
• Previous Banking Experience

Responsibilities:

• Ability to analyze data and make correlations to events and performance
• Facilitate the resolution of proactive/reactive problems, as related to incident management, across multiple teams inside and outside of EET APS
• Notify, escalate and communicate to senior management the existence and status of outages, as necessary
• Partner with the EET APS Problem Management team and ensure the root cause, preventative measures, and lessons learned are all captured in the Problem Management system of record
• Strong knowledge of Major Incident Management Process
• Knowledge of ITIL (Information Technology Infrastructure Library) Processes with focus in Major Incident Management and Problem Management. Able to open Incident and Problem Tickets
• Stays calm in triage / troubleshooting activities
• Facilitate triage activities with multiple support teams across the Bank, including Senior Leadership
• Takes ownership of EET production issues and drives to service restoral / remediation
• Good Communication Skills
• Verbal Skills – Ability to lead meetings
• Written Skills – Ability to write clear concise updates to properly communicate to Senior Leadership
• Works well with AMRS and regional support partners
• Ability to multi-task and prioritize work to complete deliverables on-time
• Manages risk well across production issues

Tools & Technology:

• Cisco Webex – Working with Bridgelines and Breakout Sessions
• Mattermost – Documenting key triage activities
• NEWs – Identifying and paging the right teams for assistance
• Microsoft Products (Excel, Word, PowerPoint)
• ITSM (Information Technology Service Management) Remedy

Experience:

• 3 to 5 years of technology experience
• Experience with ITIL and ITSM
• Previous knowledge and work experience across the Bank is helpful
• ServiceNow Experience

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at View email address on click.appcast.io or View phone number on click.appcast.io.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at View email address on click.appcast.io or View phone number on click.appcast.io. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.