Title: Major Incident Manager.

Location : Fort Mill SC (Onsite/ Hybrid)

Job Type : Contract

We are seeking a seasoned Incident manager with 6-7 years of experience, skilled in Major Incident Management, ITIL, JIRA ITSM. The ideal candidate will enhance our IT service management processes and contribute significantly to our operational excellence, ensuring high-quality service delivery and customer satisfaction.

Required Skills: Major Incident Management, ITIL , ITSM

Roles & Responsibilities

• Analyze and optimize IT service management processes.
• The Incident Manager takes full ownership and accountability for the Incident Management process within the IT organization, including all major incidents that are reported and must be resolved. Once a major incident is escalated by 1st- or 2nd-level technical staff, the Incident Manager should determine what resources and expertise are required to resolve the incident and set about forming a Major Incident Team that can resolve the issue as quickly as possible.
• Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, policies, and technologies associated with the process
• Owns the process and supporting documentation for the process from a strategic and tactical perspective
• Approves all changes to the process and development of process improvement plans
• Defines policies for the organization regarding the process
• Ensures that the process is fit for purpose
• Process Design
• Process Improvement
• Accountable for the overall process efficiency and effectiveness
• Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
• Ensure the design of the Crisis Management process aligns with the business and industry best practices
• Works with the Process Owner for Incident Management to ensure both processes work in conjunction with each other
• Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis Management
• Works in conjunction with Continual Service Improvement (CSI)
• Facilitate incident management meetings and ensure effective communication across teams.
• Conduct regular reviews of service delivery performance, identifying trends and implementing corrective actions as needed.
• Ensure compliance with service level agreements and manage expectations with internal and external customers.
• Provide training and support to users on ITSM functionalities and best practices.
• Stay abreast of the latest developments in IT service management and continuously seek ways to apply new ideas for improvement.
• Participate in the development and review of IT policies and procedures to support business objectives