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technology | IT Incident Management (Service Operations Admin) in Saint Paul, MN

IT Incident Management (Service Operations Admin)

  • Assurant
  • 2023 Tower Dr
  • Saint Paul, MN 55125
  • Full-Time
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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