Major Incident Manager

Hello


Greetings!!!


This is Sakshi from Jconnect INC . Below is the requirement with my client. Please let me know if you are available for this role.

Title: Major Incident Manager


Location : Cincinnati, OH


Duration: Fulltime

JOB DESCRIPTION :


3+ Years

Job Description


Major Incident Manager

Service Desk Management:
• Team Supervision: Lead, mentor, and train a team of service desk agents to maintain high service standards and professional development
• Workforce Management: Schedule staff, manage workloads, and set coverage to ensure constant service availability
• Daily Operations: Oversee the day-to-day functioning of the service desk, ensuring efficient and effective problem resolution.
• Ticket Management: Manage the queue of support tickets, ensuring proper assignment, escalation, and timely resolution within SLAs
• Process Improvement: Develop, refine, and document processes for troubleshooting and problem resolution to improve service efficiency and customer experience.
• Knowledge Base Management: Ensure the accuracy and maintenance of documentation for recurring issues and their resolutions.
• Reporting: Daily, Weekly and Monthly reporting of operational metrics

Major Incident Management:


Managing the incident lifecycle from detection to closure, facilitating cross-functional teams, ensuring timely and clear stakeholder communication, conducting post-incident reviews for continuous improvement, and developing incident management tools and processes
• Orchestrate Response: Lead and facilitate all investigation activities, meetings, and conference calls, ensuring a collaborative approach to resolution.
• Communicate Effectively: Issue all communications to key stakeholders and customers regarding the incident's status and expected resolution.
• Manage Teams: Matrix-manage various technical and operational teams, including external third parties, to develop and execute collaborative action plans with clear roles and deadlines.
• Drive to Resolution: Ensure the incident is resolved quickly, whether through a temporary workaround or a permanent fix.
• Document Progress: Maintain accurate records and logs of the incident, including technical diagrams and contact information.
• 5+ years of experience in Service Desk management or IT MIM support.

If you are interested, please send me your updated resume ASAP with below details :


Full Name:


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Looking forward for your response..

Thanks and Regards,

Sakshi Tripathi


Jconnect Infotech Inc.


168 Barclay Center Ste. 347,


Cherry Hill, NJ 08034


Email: View email address on click.appcast.io


LinkedIn ID: