Incident Manager

Location: Rolling Meadows Illinois
Employment Type: Full Time

Incident Manager

Location: Rolling Meadows, Illinois

Duration: FTE

Client:  LTI/Komatsu

Salary: 110-130K


Need Immediate Joiner.


Job Description:

·         Must have 8+ years’ experience in IT Incident management position

·         Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

·         Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

·         Use the ITIL (IT Infrastructure Library) best-practice framework to enhance processes and procedures for delivering high quality services that are aligned with business needs and objectives

·         Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible

·         Assign unresolved Incidents to appropriate Tier 2 Support Group

·         Log all Incident/Service Request details, allocating categorization and prioritization codes

·         Keep users informed about their Incidents’ status at agreed intervals

·         Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

·         Provide first-line investigation and diagnosis of all Incidents and Service Requests

·         Verify resolution with users and resolve Incidents in ITSM tool

·         Escalate Major Incidents to the Incident and/or Problem Manager

·         Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.

·         Owns all Incidents and Service Requests throughout the lifecycle

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