The Incident Manager drives service restoration activities for high priority Incidents. Incident Manager is a highly visible role that supports a complex technical environment which includes all Assurant platforms, applications and systems: Internet and Intranet, Mainframe, Local Area Networks (LAN), Wide Area Networks (WAN), Voice infrastructure, Database, Thousands of client/server applications, Web Applications and Cloud infrastructure. Support is provided twenty-four hours a day, and seven days a week to all Domestic and International companies and involves participation in the on-call rotation.Responsibilities:70% - Managing the Incident ProcessCreate/Maintain Major and non-Major Incident recordsEscalation- Functional and HierarchicalCommunication to Leaders, as well as Business and IT contactsDrive cross-functional teams to restore serviceTransition to Problem Management20% - Advocacy and trainingLead and participate in regular meetings with IT LeadersCreate and maintain knowledgebase for Incident processesTrain Help Desk and Other support staff as neededParticipate in Post-Incident reviews10% - ReportingAct as point of contact/consultant for operational reporting and researchDeliver ad-hoc Incident reports to support adjacent processes Basic Qualifications:High School Diploma or GED1 year of Tier 1 technical support experienceRotating On-call Support duties providing 24x7x365 coveragePossible occasional travel to other Assurant IT locations.Preferred Qualifications:1 year of experience working with ITIL Incident, Problem and Change Management principles1 year of problem isolation/resolution, impact verification, troubleshooting, communication, escalation, coaching and facilitation experience1 year supporting desktop, networking, server, distributed-systems, mainframe, voice/data, and Web technologies in an enterprise datacenter environment1 year providing advanced verbal and written communication to all levels of staff including senior managementAbility to remain calm and confident while working in a volatile and dynamic environment with many concurrent activities. Prioritization and time management skills are a must.Ability to work effectively with customers, and IT staff in a team settingITIL Foundations Certification
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task