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 Process
- Create/Maintain Major and non-Major Incident records
- Escalation- Functional and Hierarchical
- Communication to Leaders, as well as Business and IT contacts
- Drive cross-functional teams to restore service
- Transition to Problem Management
20% - Advocacy and training
- Lead and participate in regular meetings with IT Leaders
- Create and maintain knowledgebase for Incident processes
- Train Help Desk and Other support staff as needed
- Participate in Post-Incident reviews
10% - Reporting
- Act as point of contact/consultant for operational reporting and research
- Deliver ad-hoc Incident reports to support adjacent processes
Basic Qualifications:- High School Diploma or GED
- 1 year of Tier 1 technical support experience
- Rotating On-call Support duties providing 24x7x365 coverage
- Possibleoccasional travel to other Assurant IT locations.
Preferred Qualifications:
- 1 year of experience working with ITIL Incident, Problem and Change Management principles
- 1 year of problem isolation/resolution, impact verification, troubleshooting, communication, escalation, coaching and facilitation experience
- 1 year supporting desktop, networking, server, distributed-systems, mainframe, voice/data, and Web technologies in an enterprise datacenter environment
- 1 year providing advanced verbal and written communication to all levels of staff including senior management
- Ability 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 setting
- ITIL Foundations Certification
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task