Major Incident Manager

Large Banking Client

Domain Operations - Major Incident Management Support

Pay Rate: $56.16/hr - w2

12-18 month contract

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

Job Description

•Functional Title: Domain Operations - Major Incident Management Support

•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 - is he actually going to have them share their screen. Give them a scenario of a situation that's happening. Then ask them to share their screen.

•Microsoft Products (Excel, Word, PowerPoint)

•ITSM (Information Technology Service Management) Remedy and/or ServiceNow

•Previous Banking Experience

Responsibilities

•Domain Operations team is expected to do the following with minimal supervision:

•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

•Previous knowledge with ability to use the following tools:

•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 [email protected] or View phone number on click.appcast.io.


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 [email protected] or View phone number on click.appcast.io.


Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

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 [email protected] 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.

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