Incident Manager Job at Abode Techzone LLC, Dallas, TX

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  • Abode Techzone LLC
  • Dallas, TX

Job Description

Incident Manager

Location : Dallas,TX (Hybrid 3 days per week)

Contract : Long term

Overview:

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

Own Critical/Major Incidents end to end for closure. Follow SOPs to involve right members to the Incident bridge, provide every 30mins update to stakeholders until issue resolved. Own RCA submission by driving technical team within defined SLA.

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

Owns all Incidents and Service Requests throughout the lifecycle

Must have minimum 3yr experience in Incident manager role with overall experience of min 5yrs to 8yrs

Preferred to have worked on Telecom projects

Excellent oral and written communication skill is needed

Roles & Responsibilities:

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.)

Job Tags

Permanent employment, Contract work, Immediate start, 3 days per week,

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