Incident Manager Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the incident manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

B Renner

Benjamin

Renner

1198 Madelynn Rue

Detroit

+1 (555) 385 1584

1198 Madelynn Rue

Detroit

Phone

p +1 (555) 385 1584

Experience Experience

Phoenix, AZ

Incident Manager

Phoenix, AZ

Feest-Murazik

Phoenix, AZ

Incident Manager

Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
Provides preemptive network design optimization recommendations based on periodic network and service performance, capacity, and security analysis
Responsible to execute and manage the Incident and Problem management processes to ensure optimal overall performance
Provide process performance reports to management and attend reviews (reports are created by reporting team)
Conducts management meeting and ensures customer sign off prior to incident resolution. Works on customer feedback as part of continuous process improvement
Upon resolution, the Incident Manager works with their team to establish procedures to prevent future incidents
Develop, implement, analyze, measure and improve discipline-specific processes and procedures to identify opportunities for continuous improvement

Phoenix, AZ

Major Incident Manager

Phoenix, AZ

Rippin, Yost and Metz

Phoenix, AZ

Major Incident Manager

Develops recommendations and implements improvements to established incident management methodologies within SunTrust leveraging process improvement approaches
Provide updates in line with the agreed GTI communications processes, up to GTI P1M Management, GSO management and other LOB management as necessary
Provide Management reporting on Incident Metrics and Incident Management performance
Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
Provide a command and control presence on PAC Manager Bridges, GTI management bridges, and active GTI P1 Incident Calls
Identify and execute upon continuous improvements for the Major Incident process and the communication framework
Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization

present

Houston, TX

Senior Incident Manager

Houston, TX

Metz, Thiel and Stanton

present

Houston, TX

Senior Incident Manager

present

Working closely with OCC, Problem/Change Management, technical and business groups to improve our maturity levels and adoption of Incident Management processes
Provides Incident Management reporting to executive management teams
Acts as Lead Incident Manager (LIM) of regional incidents and leads cross-functional, international project teams for the management of high-risk incidents
Point of contact for the client regional manager to establish a formal channel for complaints and incident escalations to ensure “High Client Satisfaction”
Ensure proper tracking and documentation of the incident, provide regular updates to GISO, Head of Security IT and all managers in charge
Assist teams in maintaining industry best practice framework, process, and tool knowledge
Undertake and provide Post Incident Reviews (PIR) for major incidents with the focus on identifying process or operational improvements

Education Education

Bachelor’s Degree in Computer Science

Georgia State University

Bachelor’s Degree in Computer Science

Skills Skills

Proficient in the knowledge of IT applications, systems and infrastructure, including good/excellent knowledge of MS Office and Service Now
Ability to learn quickly
Should possess 4+ years-prior management experience is highly desirable
Excellent attention to detail and organisational skills
Strong organizational skills ? the ability to effective manage multiple tasks simultaneously
High-energy, confident professional with an ability to remain calm and take control in a crisis
Excellent People skills with the ability to act with influence
Excellent inter/intra team working skills balanced with ability to work unsupervised
Ability to work in tight deadlines and the ability to maintain focus whilst under pressure
Having a strong character, can do attitude and possess a quality driven and customer focused mindset

Create a Resume in Minutes

15 Incident Manager resume templates

Read our complete resume writing guides

Incident Manager, Digital Services Resume Examples & Samples

Drive, Communicate, and Escalate P1 Issues Impacting CIG Products and Services
Obtain and Exhibit Expert Knowledge of CIG Infrastructure, Monitoring, Products and Services
Obtain and Exhibit Expert Knowledge of the Enterprise Incident Management Process
Perform Log Analysis to Assist in Troubleshooting in Order to Scope and Quantify Impact
Maintain P1 Tickets Owned by CIG
Accurately Document Information for Transition/Turnover
Manage the Change Review Queue for CIG Production Assurance
Accountable for Meeting Incident Management SLAs
Act as Escalation Point for Event Management Team
Involves some on-call and extra coverage as needed
Minimum 5 years Incident Management experience in a technical environment
Minimum 5 years of work experience as a Technical Analyst
Minimum 3 years Production Operations experience
Experience in coordinating large groups of resources through troubleshooting efforts
Comfortable in a fast dynamic environment with an ability to handle multiple tasks simultaneously
Strong computer skills, including spreadsheets (pivot tables, charts), databases, and PowerPoint
Strong verbal and written communication skills are essential as are the ability to work in a disciplined manner and to remain composed under pressure
Demonstrated experience in analysis and presentation of data
Solid experience with web monitoring and/or web performance tools
Strong Technical Architecture and Middleware technology skills
High Technical Aptitude/Acumen
Ability to quickly process information, correlate, disseminate, and make appropriate risk based decisions
Ability to work independently and be self-motivated with strong personal initiative and project management skills

Senior Incident Manager Resume Examples & Samples

The key responsibility is to drive and lead the support teams investigating the incident to ensure all avenues of investigation are being progressed in the appropriate manner and at an appropriate level of urgency
As well as leading the resolvers they will also be required to chair incident calls, maintain timely management communications and perform appropriate escalation for the incident in hand, until restoration of service is achieved
Due to the nature of this role, strong leadership and communication skills are essential, since they will have to manage and co-ordinate activities between multiple groups whilst maintaining communications to Senior Management in parallel
The Incident Management process should significantly reduce Business downtime during outages by providing direction, co-ordination and oversight of the issues and is key to CTI’s drive to improving overall quality of service to its customers
Proven IT Incident and Problem Management skills are essential
Usage of a professional Incident/Problem Management package is essential
Strong, broad-based understanding of a Technology Infrastructure environment is essential, along with an understanding of how the services provided by Technology Infrastructure can and do impact the Businesses they serve
Very strong oral and written communication skills across all levels of the organization
This role will be expected to take ownership and responsibility for managing incidents and will be expected to display strong authority when dealing with all parties
This role will co-ordinate and manager conference calls involving multiple technical teams including those from 3rd parties and vendors
Must be able to logically evaluate technical problems and make decisions on how a solution is to be performed, whilst liaising with both technical and non-technical personnel and different levels of expertise and management
ITIL foundation or Kepner Tregoe trained on Problem Analysis as a minimum
Expert certification or Practitioner certification in Incident and/or Problem Management would be desirable
Educated to University level is desirable but not essential

O&t-global Command Center Senior Incident Manager Resume Examples & Samples

Manage major incidents as part of Global Command Center Incident Management in Asia
Anticipate issues and coordinate activities with other technology organizations and customers
Work with business management and heads of technology to coordinate and implement major services/rollouts
Manage major incidents in day to day operations with the objective of timely resolution of business impacting technology incidents
Manage the use of standard tools for Incident Management activities performed by relevant CITI and non-CITI group/units
Support continual enhancement and improvement of effectiveness of tools through appropriate automation and customization
Work in tandem with other CITI units/groups to help maintain an acceptable audit rating
Candidates must have previous experience of working within a large scale multiple platforms environment, supporting a large number of devices, financial applications and services
Proven soft skills in managing indirect reporting lines and managers
Usage of a Professional Problem Management package, such as ServiceNow, CSI, etc
Usage of commercial software, such as MS Word, Excel, Outlook Project, Visio etc., is essential
Additional exposure to other professional software packages is highly desirable
This role will interact with Senior Business and CTI management as well as highly technical engineers
Strong negotiation/conflict management skills
This role will coordinate and manage conference calls involving multiple technical teams including those from 3rd parties and vendors
Ability to work in a high volume and pressurized financial organization
The role will be expected to make executive decisions whilst under pressure
Organized and methodical, ability to multi task, with good time management skills

Incident Manager Resume Examples & Samples

Major Incident Management experience
Experience working in a support environment
Good spoken and written English
Ability to learn new skills quickly with little supervision
Exposure to ITIL would be an advantage

Cib-pim-command Center Incident Manager Resume Examples & Samples

10+ years of experience in the information technology field; with an emphasis on of infrastructure technologies including PC, Network, Distributed Computing, and Mainframe/Midrange
Minimum 10+ years technical support experience with strong troubleshooting skills in a large-scale production environment
Strong Situational Awareness skill set
Extensive business service operational support back ground around change problem and incident management
Experience working within IT in the banking and finance sector is preferred
Extensive technical breath gained through experience in multiple infrastructure domain architecture disciplines, including experience in application and information disciplines
Experience in the areas of incident management, problem management, change management, process improvement, and resiliency
Provide guidance to all support staff(s) and vendors in driving a coordinated approach for results
Senior level results analysis

O&t-incident Manager Resume Examples & Samples

Ensuring that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impacts
Making whatever decisions are required to reduce client impact
The Major Incident Manager is responsible for owning and driving the activities related to the Major (Severity 1, 2, or 3) Incident Management process for Citi's franchise critical applications and services
Work across one or more shifts in a 24X7 operational team, whose primary function is to drive all incidents globally until resolved
Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities
Assist with management visibility into service quality and process effectiveness with comprehensive reporting based on well-designed metrics
SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc. - Experience in developing ITSM processes (Incident Management in particular). ITIL v3 Certification(s) a plus
Ability to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership. Strong interpersonal & relationship skills, ability to learn and develop quickly

O&t-global Command Center Major Incident Manager Resume Examples & Samples

Experience running Incidents in a large and complex enterprise environment
Experience with IT process related industry best practice frameworks and standards (ITIL, ISO20000, ISO9000, etc.)
Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls
BS/BA degree or equivalent combination of education/experience – Masters level education a plus
Experience in an ITSM role preferred
Minimum 5 years prior experience as a key contributor or owner in a business, technical or application development role. For example, held a senior role in any of the following: SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc
Multi-lingual in English, Spanish, Portuguese a plus
Must have strong self-management and be ready to use own initiative

Incident Manager Resume Examples & Samples

Major Incident Management experience - experience working in a support environment within a banking business
Self-motivated - Ability to work in a team environment
Experience of Corporate Banking

IT Incident Manager Resume Examples & Samples

Minimum of 7 years industry experience, 2 of which should be in a global or financial services firm
Solid communication skills required, both written and verbal
Advanced desktop computing skills on the windows platform
Advanced proficiency of all applications in the Microsoft Office suite
Solid coordination and leadership skills and proven to be able to manage large groups effectively through resolution of an incident
ITIL certification advantageous

Incident Manager, Digital Services Resume Examples & Samples

Drive, Communicate, and Escalate P1 Issues Impacting Digital Products and Services
Obtain and Exhibit Expert Knowledge of Digital Infrastructure, Monitoring, Products and Services
Maintain P1 Tickets Owned by Digital
Manage the Change Review Queue for Digital Production Assurance

Senior Incident Manager Resume Examples & Samples

Ensuring that the appropriate communications are sent to senior management and other stake holders, keeping them advised of the incident resolution progress and of the client impact
Leadership – Capacity, Capability, and Competency (“Leaders inspire other to take action”)
Excellent telephone and oral communication skills
Strong interpersonal & relationship building
Drive all incidents globally until resolved using “Command & Control” methodology
10-15 + years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
Solid understanding of ITIL methodology
Industry recognized trouble shooting methodology to be able to ask the right questions
10-15+ years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
University undergraduate BS/BA degree required / Graduate level Master’s degree preferred
CISSP certification a plus

CCO Major Incident Manager Resume Examples & Samples

The Major Incident Manager is responsible for owning and driving the activities related to the Major (Severity 1, 2, or 3) Incident Management process for Citi's franchise critical applications and services. The successful candidate will join a dynamic Incident Management team responsible for ensuring that all major incidents are handled efficiently with minimum impact to clients
Train and share knowledge in area of expertise with more junior staff members (i.e. Business aligned support of incidents, for our major lines of business [ICG, GCG, CTO, etc.] or platform aligned [Mainframe, Distributed, Network, etc.])
Ensure that incident records are fully documented both during and after the incident, including gathering and recording the full incident timeline of events
Continuous development and daily management of service quality. This includes obtaining measurable improvements in customer satisfaction via reduced Mean Time to Restore (MTTR) services
Establish and grow relationships with senior team members and global business and technology contacts
Assist in ensuring that all CTI processes and procedures are adhered to and are in compliance with corporate guidelines

Global IT Incident Manager Resume Examples & Samples

Command & Control presence
Collaborate with local, regional, and global incident management (IcM) teams to share knowledge of people, process, and technology
Ensure all Incidents are accurately documented within ServiceNow records
Build close relationships with Service Assurance teams such as Problem Management
10 + years running incidents / situations / crisis events in a large, complex enterprise environment
10-15 + years working in a process-driven environment

Sirt Incident Manager Resume Examples & Samples

Review and analyze IS Incidents to identify those that pose a significant risk to the Citigroup franchise and its affiliates, and escalating those IS Incidents in accordance with Citigroup policy and procedures
Review the details of all reported incidents to determine whether they constitute an IS Incident
Review and verifying the accuracy of the reported severity level of an incident
Provide technical subject matter expertise to mitigating risk to impacted parties throughout an incident
Work with internal and external constituents to minimize risks associated with IS Incidents, including convening appropriate Subject Matter Experts to assist investigations and ensuring that all relevant facts of the IS Incident are properly communicated and reflected in the SIM Application
Track follow-up documentation related to an IS Incident, including Root Cause Analyses (RCAs), Lessons Learned and SIRT Remediation Plans throughout the incident lifecycle till closure
Ensuring that SIRT metrics are available to senior management at the business and corporate level
Oversee the quality, availability, and integrity of the data in the Security Incident Management Application (SIM Application)
3 or more years working in an Incident Response role with experience in examining suspicious/malicious network events, analyzing malicious code/exploits, and system/network forensics
6 or more years working in IT/IT security, preferably a 24x7 operational environment, or educational equivalent
Experience in security aspects of multiple platforms, operating systems, software, communications and network protocols or an equivalent combination of education and work experience
Understanding of networking protocols and infrastructure designs; including routing, firewall functionality, host and network intrusion detection/prevention systems, encryption, load balancing, and other network protocols
Experience with Reverse Engineering malicious code and Web/Network Penetration Testing is a plus
Experience with Databases, SQL knowledge is a plus
Experience writing Perl, Python, scripting, programming, or other languages is a plus
Experience administering and troubleshooting operating systems, including Solaris, Linux, and Microsoft Windows Server is a plus
Certified Information Systems Security Professional (CISSP) certified/qualified or ability to actively work towards obtaining certification
Certified GIAC Certified Incident Handler (GCIH) or demonstrated skills and ability to obtain certification
Excellent communication skills, analytical ability, strong judgment and leadership skills, and the ability to work effectively with clients and IT management and staffs
Ability to communicate technical issues to technical and non-technical business representatives
Ability to understand strategic objectives and vision, and work towards those goals
Dedicated and self-driven desire to research current information security landscape

Incident Manager Resume Examples & Samples

Incident Manager acts as the single point of contact for customer escalations and service assurance related issues
Simplifies the customer’s experience
Provides technical support by prioritizing, troubleshooting, characterizing, reproducing and escalating customer reported problems, and delivers hardware, software and/or application solutions within customer response time targets
Provides technical support to third-party technical service providers, as applicable
Establish and maintain professional and productive relationships with our Customers’ Senior Management teams
Maintains high level of technical product knowledge
Work with customers, internal teams, partners and suppliers to establish communicate and manage expectations
Participate in proposal development, Contracts/SLA negotiations and contract interpretation as required
Provide leadership and coaching to CEP virtual reports in order to meet and/or exceed assigned objective targets
Keeps abreast of leading edge IT technology in the specific market/industry of the customer
Proven customer management skills
Meticulous and adheres to quality delivery at all times
Ability to deliver outstanding service in a constantly evolving environment
Strong analytical skills with deductive reasoning capabilities
Technical know-how: advanced knowledge of Bell Business Market products and services (IPVPN, VMS, BID etc.)
Interest in acquiring technical and business knowledge relating to one or many customers
In depth knowledge of telecommunications industry, more specifically in the following fields: LAN, WAN, Voice, IP, Wireless solutions and Internet/Intranet applications (e-mail, client-server applications, security, file server management)
Solid understanding of the telecommunications industry, specifically competitor products & services
Proven consulting, communication, negotiation and presentation skills at technical and executive level
Recognized leader with clear track record of using teamwork to create a competitive advantage
University engineering diploma or equivalent experience
Customer facing skills and experience a must
5 years or more industry experience
Available 7/24 for customer escalations

Major Incident Manager Resume Examples & Samples

Lead and organise recovery call during system major outage. Ensure relevant / required support teams are present for the investigation and plan of resolution action. Provide update to senior stakeholders. Update incident record timely
Drive to reduce downtime: Focusing on recovery and identifying workarounds to restore service as soon as possible
Act as the regional point person for the global Incident Management team through attending meetings, sharing information during incidents and sharing best practices
Minimum of 5 years of experience as an Incident Manager in a global bank
Strong experience working on Major Incidents of both infrastructure and application incidents
Excellent time management skills, ability to formulate and maintain plan for own assignments
Weekend and night work required
Strong stakeholder management skills, with good verbal, interpersonal and written communications
Strong understanding of IT infrastructure and applications
ITIL V3 Foundation Certification

Incident Manager Resume Examples & Samples

Making decisions required to reduce client impact
Scheduling and facilitating Reconvene meetings
Creating, updating and improving procedures such as Knowledge Based Articles (KBA)
Knowledge of transactional banking preferred: Payments, wire transactions and ACH
Statement processing
Letters of credit
Third party custody
Commercial banking / cards
Knowledge and experience working with a wide-range of enterprise technologies, including but not limited to: Distributed services (UNIX, LINUX, Windows, AS400, etc.)
Telephony infrastructure, VoIP, TCP/IP, SONET, PBX, ACD, etc
Middleware (message queues and ESBs)
Storage (EMC, IBM, Hitachi, etc.), cloud-based file sharing and deduplication
Proxy servers, web architecture and various virtualization infrastructure
Security operations, intrusion detection, firewalls and Single Sign On (SSO)
Leadership – capacity, capability and competency (“Leaders inspire other to take action”)
Command & control presence
Active listening
Ability to multitask and make sound judgments in a fast-paced, high stress environment
Collaborate with local, regional, and global incident management (IcM) teams to share knowledge of people, process and technology
Help establish, foster and grow relationships with global business and technology organizations
Increase technology, business unit and organizational knowledge year over year
5 + years running incidents / situations / crisis events in a large and complex enterprise environment
5-8 years of interacting with a demanding customer focused service delivery organization
5-8 years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
Solid understanding of ITIL methodologyand demonstrated proficient in the ITIL v3 framework
6-9 years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
Multi-lingual in English, Spanish and Portuguese a significant plus
Military Service a significant plus

Senior Incident Manager Resume Examples & Samples

Incident reviews to improve and ensure accuracy
Knowledge of transactional banking preferred: Payments, wire transactions, and ACH
Letters of Credit
SQL and Oracle database architecture
Network infrastructure including but not limited to switches, routers, load balancers, etc
Mainframe hardware and platforms
Middleware (message queues, ESBs)
Storage (EMC, IBM, Hitachi, etc…), cloud-based file sharing, deduplication
Security operations, intrusion detection, firewalls, Single Sign On (SSO)
Enterprise Service Management (ESM) platforms such as ServiceNow
Ability to multitask and make sound judgments in a fast-paced, and high stress environment
Ensure all ncidents are accurately documented within ServiceNow records
Procatively identify opportunities for improving Incident Management process “Faster, Better, Cheaper”

IT Incident Manager Resume Examples & Samples

Undergraduate Degree (BS/BA or equivalent combination of education/experience)
Strong ITIL Methodology experience
Strong technical and management background in technical systems/environments with experience in operations, support and infrastructure
Ability to multi-task and persevere in a dynamic environment while maintaining a sense of urgency
Must have a proven track record of success and be a competitive, self-motivated individual

Senior Incident Manager Resume Examples & Samples

5-10 years of relevant experience
5+ years of experience pulling and analyzing data in support of a technology operations organization
Demonstrated ability to clearly and persuasively communicate ideas, issues and recommendations
Strong analytical ability with proven proficiency in synthesizing data into meaningful and digestible data points and actions

Major Incident Manager Resume Examples & Samples

Strong working relationship with Line of Business / ITS Senior Management
The successful candidate will have a breadth of IT and Business experience
Be resilient during high impacting Incidents
Manage multiple activities in short periods of time
The individual also requires strong leadership qualities with proven experience
Provide strong leadership, people management and coaching to technical teams
Identify and implement process improvements that will improve quality, efficiency and reduce costs related to our core IT processes
The individual will be responsible for timely and accurate communication and coordination of all Major Incidents that may potentially result in service level agreements being compromised
Ensure that our Major third party technology partners adhere to our Incident, Problem, and Change processes

Avaya Incident Manager Resume Examples & Samples

Identify, analyze and resolve complex problems with Avaya Equipment installed at Customer locations
Provide break-fix remote support to SME level
Mentor team members
Lead customer accounts as Prime engineers for their ongoing issues
Contribute significantly to client satisfaction and interface with clients with defined tasks
Expected to be process champ
Provide Tier-3 Support for Avaya Products like Communication Manager, Session Manager, System Manager, Session Border Controller, System Platform, Modular Messaging, Avaya Endpoints
Gateways – G250/350/450/430/650, Media-Servers like S87xx, S88xx
ITIL service delivery model, understanding of SLA’s, Contract Penalties etc
Substantial exposure with supporting global customers, working in 24*7 environment
Minimum 3 years of proven experience providing remote post-sales support of software and/or hardware systems for Avaya
Must possess advanced knowledge of Avaya communication manager, Gateway and Server
Previous experience with Avaya unified communication products is a must (onsite or remote support)
Bachelor’s degree in Computer Science or Electrical Engineering or equivalent experience role
Avaya Certification or Industry Certification – ACE/ACS/ACIS/ACSS preferred or CCNA preferred
Technical experience in
TCP/IP internetworking, network security, disaster recovery (preferred)
End Points, One-X

Incident Manager Resume Examples & Samples

Overall 8 to 10 years of IT Industry experience with at least two years of relevant industry experience
Strong ITSM Process depth and breadth for Incident management functions. Sound knowledge on Problem Management
Manages end to end Incident Management Execution for a set of accounts or capabilities
Drives process improvements for the Incident Management function
Strong Service Management knowledge. ITIL Foundation Certificate as a minimum
Process Tool(s): Understanding or knowledge of tools supporting the process (ticketing tools such as HP Service Manager, etc.)
Problem Resolution: ability to resolve escalation issues or problems
Excellent communicator in both spoken / written English including explaining technical concepts in non-technical client facing language

Incident Manager Resume Examples & Samples

Establish, Own, Communicate and Maintain procedures for Incident Management within the dedicated account
Responsible for Incident Management operational tasks e.g
Strong ITSM Process depth and breadth for incident management. Responsible for end to end Incident Management function for a given account or a set of accounts
Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent English language skills. Should be capable of explaining technical concepts in non-technical client facing language
Influential, especially in environments where indirect (dotted) reporting lines only exist. Excellent presentation and customer-facing skills
Attends conference calls and able to work in customer’s time-zone when necessary

High Severity Incident Manager Resume Examples & Samples

The HSIM Team is staffed 24 hours a day, 7 days a week and handles Critical Priority Incidents for both user-generated and alert generated cases
The High Severity Incident Manager (HSIM) is responsible for the prioritization, coordination and documentation of all incidents classified as Critical and acts as a single point of contact between the Service Desks, Support Group, HP and Customer Management
Fast, effective High Severity Incident Management is necessary to achieve service levels and customer satisfaction by driving the incident through to resolution
Customer (Internal/External) Relationship Management
University or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience
Strong ITSM Process depth and breadth for incident management. Responsible for end to end Critical Incident Management function for a given account or a set of accounts
Strong Service Management knowledge. ITIL v3 Foundation certification is preferred
Project management experience, training and certification will enhance the application
Excellent communication skills: Ability to effectively interact with people regardless of ethnicity. Fluent English language skills. Should be able to comprehend and explain technical concepts to clients in the most basic form
Influential, especially in environments where indirect (dotted) reporting lines only exist. Team player: Ability to effectively interact with people at all levels worldwide
Good in organizing meetings and driving the meetings

Incident Manager Resume Examples & Samples

A solid understanding of Cisco services and products
Acts as a single point of contact for high impact, large account issue resolution through escalation and management across multiple divisions of Cisco
Provides executive level status updates throughout the lifecycle of an outage-Verbal/Written
Leads/Drives cross-functional teams to satisfy escalations
Participates in, with the possibility to lead, business continuity events
Facilitates collaboration between Cisco and other vendors/suppliers in order to satisfy an escalation or resolve an outage
Works on complex issues where analysis of situations requires in-depth evaluation of factors
Provide process training to internal stakeholders
Involved in analyzing trends for continuous improvement through business analytics and metrics
Provide guidance leadership to co-workers within multiple Cisco divisions
Act as an escalation expert to provide support on a global basis
Receive minimal supervision on routine work, and general instruction on new assignments
Reports to Manager or Sr. Manager, Advanced Services
Typically requires AA or BS in a technical discipline plus 5-10 years of experience in a Network Operations Center/ Technical Assistance Center
Good interpersonal skills and teamwork
Strong verbal/written communication skills
Ability to work with internal/external executive level customers with confidence and provide an exceptional experience
Experience in network operations and customer service
Teamwork and collaboration
Acts as escalation point for customers on routine issues
Acts as escalation point for team members on routine issues
Activities have an impact at the individual and team level
Escalates complex situations to Manager/Senior Manager
Network Management and Monitoring
Good organizational skills. The position requires that the Team Lead is able to prioritize his/her workload and manage customer commitments
Experience or Certifications in one or more of the following is preferred

Incident Manager Resume Examples & Samples

Work closely with the team Operations manager to assist with
Must understand and have worked in an operational environment such as a NOC or IT for 5 years
Demonstrated leadership experience in the area of Network Operations
Proven planning, prioritization, and organizational skills
Experience with developing and presenting customer consumable reports on Operational performance and efficiency
Firm Understanding of ITIL Process guidelines, with specific focus on Incident, Problem, and Change Management
Ability to manage projects and drive action items with customers and cross-functional peers
Proven crisis management skills
Build internal and external client relations
Professional & concise communication (written & verbal)
BS in Engineering/Computer Science/IT and/or equivalent experience
Certifications: ITIL , Cisco CCNA or better

Major Incident Manager Resume Examples & Samples

Reviewing and identifying major Incidents
Determining Severity and Impacts of Incidents
Leading and driving incident resolution and restoration
Leading technical troubleshooting calls to resolve major incidents
Engaging the right teams and leaders from across the organization at the right time
Confirming and executing communication and escalation plans
Bachelor’s Degree in Computer Science, Information Technology, or equivalent experience
Ability to drive a technical trouble shooting discussion with confidence
Ability to communicate effectively (verbal and written)
Detail orientation and organization skills (being able to juggle multiple priorities)
Understanding ITIL framework and the objectives
Broad IT experience, core infrastructure technologies and architecture, preferably in a large corporate environment
Business Acumen – Sound knowledge of key insurance business functions and business impacts
Understanding of infrastructure, application, web technologies and database platforms (MS SQL, DB2)
Deep knowledge of incident management practices

Incident Manager Resume Examples & Samples

Oversee discipline-specific activities across multiple functions including Service Desk, Operations, Engineering, Development, National Lending and business stakeholders. Review and analyze the effectiveness and efficiency of operational processes and develop strategies for enhancements
Educate and assist IT and Operations support professionals in discipline-specific best practices. Facilitate presentation of recommendations for new or improved processes
Coordinate and facilitate activities on an ad-hoc or periodic basis commensurate with audit requirements, discipline best practices, and the amount of variability within the system. Take appropriate action on results to help ensure compliance
Manage high-priority incident communications, including moderating conference lines and providing status updates to managers and key business partners. Provide 24 hour support on a rotating schedule
Ensure that discipline-specific operational activities are properly documented and reviewed to comply with established controls and procedures
Communicate discipline-specific status through regular reports and presentations to a variety of audiences, including management and peers in other functional areas
Analyze Key Performance Indicators to measure the success of discipline-specific processes and procedures and to identify potential trouble areas
Develop, implement, analyze, measure and improve discipline-specific processes and procedures to identify opportunities for continuous improvement
6+ years of experience in an enterprise IT environment
2-3 years of experience in an enterprise IT environment working with one or more Service Management discipline(s)
This role will require after hours and weekend support on a rotations basis
Ability to raise process awareness and issues to IT leadership, and engage leaders and stakeholders in understanding their roles in delivering process excellence
Proven ability to develop, implement, measure and improve repeatable IT processes
Proven ability to work with multiple organizations and gain consensus on how processes should work
Strong understanding of business services and the capability to translate technical components and technical services into language that is understood by business partners
Strong relationship management skills to engage business partners and third parties
Self-starter and self-motivated to learn on own
ITIL Practitioner or Expert Certification
Experience with IT service management software suites such as BMC Remedy, CA Service Desk Manager or HP Service Center
Experience with report generation using Crystal Reports, Business Objects, or similar
Experience with Incident Management, Problem management, Configuration Management and Change Management processes

Cib-pim-command Center Incident Manager Resume Examples & Samples

Minimum 7+ years technical support experience with strong troubleshooting skills in a large-scale production environment Working technical knowledge of infrastructure technologies including PC, Network, distributed computing, and Mainframe/Midrange
Understanding of fundamental troubleshooting skills and ability to follow prescribed troubleshooting processes and techniques
Must possess the ability to exercise excellent judgment and decision making skills in the heat of the moment, and understand when to escalate issues
Ability to understand the technologies and business functions supported well enough to facilitate working troubleshooting sessions
Extensive business service operational support background around incident management
Ability to influence senior technology managers across organizational boundaries through formal and informal channels
Ability to be proactive with a strong bias for action, naturally inquisitive, and bias for continuous improvement of practices / process

Global NOC Incident Manager Resume Examples & Samples

Perform daily review, tracking and communications of incidents through root cause resolution and restoration; perform escalation as required
Conduct client communications and discussions with the business line interfaces on key changes, incidents or change failures
Provide detailed documentation in support of incidents and problems (i.e. issue analysis)
Follow-up on Vendor related outages and escalate appropriately
Logging and trending of issue root cause and resolution
Provide ongoing support to ensure SLAs are accurately reported
Development and management of operational playbooks and run books
Review & audit Incident, Change and Problem Management activities
Oversee operational driven network implementations (i.e. risk remediation efforts) and administration
Project management / coordination of high risk operational changes (i.e. power downs, BCM tests), issue analysis, troubleshooting and resolution
Develop & communicate performance metric reporting for operational management

Incident Manager Resume Examples & Samples

Storage (EMC, IBM, Hitachi, etc.), cloud-based file sharing, and deduplication
Security operations, intrusion detection, firewalls, and Single Sign On (SSO)
Some of the more essential skills required for executing the objectives of the role are
Shift oriented resulting in work across one or more shifts in a 24x7x365 operational team
5 + years running incidents / situations / crisis events in a large, complex enterprise environment

Incident Manager Resume Examples & Samples

The global team operates to a follow the sun model and each geographic team will have global ownership during their core hours being the central point of focus for high impact and complex problems. In addition they will be available on call to support the lead location on any regional escalation
Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate
Ensure high touch communication with service managers and key stakeholders until an incident is resolved
Establish pro-active partnerships with business stakeholders and Service Managers in Geography CTO organisations. Be familiar with service levels and Pearson’s priorities and customer needs to be responsive in the event of incidents
Work closely with OCC/Service Desk during the troubleshooting process to identify known errors and similar incidents that have occurred in the past
Work closely with Problem Management to identify Root Cause and Defect Prevention Process investigations. Producing and maintaining all supporting data, documentation and reports
Work closely with Change Management and Change Advisory Board (CAB) to identify change activity that has potentially impacted the environment
Ensure adherence and flawless execution of Incident Management processes
Drive achievement of Service Delivery SLA attainment goal, Transitions and Transformations for all clients
Contribute to restoring normal operations as quickly as possible
Input to post incident management information reporting, establishing improvement actions and addressing lessons learned with a view to improving the resilience of the platform and preventing recurrence of known problems
Input to driving improvement actions or mitigation plans
Proven technical experience in an Enterprise environment. Minimum 5 years
Demonstrated ability to lead recovery teams during high-pressure situations, remaining calm and focused under pressure
Ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand is essential, as is the ability to cooperate with colleagues in other time zones
Detail and process-orientated and strong customer service skills
Bachelor’s degree (preferably in Computer Science or MIS/CIS) or relevant experience
Ideally experienced in operating in a high change global enterprise environment

Senior Incident Manager Resume Examples & Samples

Provide 24x7 on call cover for all Major Incidents on a rota basis and cover all major incidents between 08:00 and 18:00 Monday – Friday
Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate, ensuring appropriate levels of communication to Executives and key stakeholders
Overseeing multiple incidents at the same time, ensuring Incident Managers are allocated and resources are engaged
Undertake and provide Post Incident Reviews (PIR) for major incidents with the focus on identifying process or operational improvements
Provide and maintain staff engagement and motivation, becoming a role model for the team and contributing towards One Pearson
Share knowledge and experience in the form of coaching, mentoring and training other team members
Understand and appreciate the impact of incidents on SLA targets, allowing prioritization and direction
Working closely with OCC, Problem/Change Management, technical and business groups to improve our maturity levels and adoption of Incident Management processes
Working closely with the Manager Incident / Problem Management to identify and adopt process improvements and develop and maintain a truly global Incident Management Team
ITIL V3 Foundation or above
Proven technical experience in an Enterprise environment, at least 3 year at senior manager level
Proven track record in Incident Management in an Enterprise environment
Demonstrated ability to achieve objectives via influence of others
Demonstrated ability to manage multiple incidents during high-pressure situations, remaining calm and focused under pressure
Coaches teams and has proven experience on how to deliver value-added services through defined processes and practices
Demonstrates thinking consistent with the global nature of the role
Inspires outstanding performance in difficult circumstances
Ability to motivate and influence others
Helps others learn as teacher, coach and mentor; works to create a climate that values continual learning

Senior Incident Manager Resume Examples & Samples

University undergraduate BS/BA degree preferred
CISCO certification is a plus
CISSP certification is a major plus
Multilingual in English, Spanish and Portuguese is a significant plus
Military Service is a significant plus

Incident Manager Resume Examples & Samples

Small to large-scale, highly complex computer systems, system networking
Database design and administration
Computer system architecture, design and integration
Process/flow based activities

Incident Manager Resume Examples & Samples

This position is open to job grade senior engineer and specialist only
The Incident Manager must be fluent in use of the English language
Demonstrate the ability to lead and manage a technical team
Ability to select and assemble the required Support specialist(s) and related resources
Has more than 3 years trouble shooting experience in a Telecom domain
Must be capable of balancing the need to collect event related data against the need to restore service in the shortest time possible
Telecom product experience/Ericsson experience is an advantage
Network knowledge
Remains open minded when approaching problems, considering all inputs and available alternatives before making decisions
Ability to remain calm and focused under extremely stressful situations
Ability to handle highly political situations
Has a level of customer service skills necessary to handle diverse customer reactions, especially aggressive and/or disruptive
Must be aware of and be able to convey issues of customer/market diversity to the recovery team
Ability to guide Global Support specialists through the recovery without impeding data collection for later investigation

Major Incident Manager Resume Examples & Samples

Conducts workflow analysis and business process analysis, identifying root cause and finding improvement areas through the use of business modeling tools
Recommends improvements to processes
Leverages and challenges processes to identify areas of improvement, ensuring the analysis is in alignment with business initiatives
Performs cost benefit analysis resulting in recommendations for improvements
Leads small project teams
Contributes to long term Operational strategy and roadmaps
Responsible for major IT systems incident management from initiation through resolution
Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements
Responsible for all communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved
Coordinate, manage and keep chronology of events during incident management conference calls
Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends; driving down repeat, service impacting failures
Analyzes and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements
Researches best business practices within and outside the organization to establish benchmark data
Collects and analyzes process data to initiate, develop and recommend business practices and procedures that focus on enhanced safety, increased productivity, and reduced cost
Determines how new information technologies can support reengineering business processes
Four-year Computer Science or related degree, or equivalent work experience
5 or more years of experience including three (3) years of experience in supporting enterprise-level platform
Excellent Major Incident and Problem Management skills
Fully competent in delivering oral communications and written reports and presentations
Expert in the preparation of process and procedure documentation
Ability to work well with others, as well as independently
Ability to adapt management style to match the political landscape
Work under pressure to deliver to agreed deadlines
Ability to influence process and recommend direction to peers and managers
Strong decision making capabilities
ITIL Foundation 3 and relevant Practitioners courses
Root Cause Analysis skills
A minimum of three years’ experience of working in IT Service Management
Lean Six Sigma or equivalent
ITIL Intermediate

Command Center Incident Manager Resume Examples & Samples

Minimum 7+ years technical support experience with strong troubleshooting skills in a large-scale production environment
Working technical knowledge of infrastructure technologies including PC, Network, distributed computing, and Mainframe/Midrange
Ability to instantly develop strong rapport and build relationships with individuals and teams at multiple levels of the organization

Major Incident Manager Resume Examples & Samples

Work across one or more shifts in a 24x7x365 operational team, whose primary function is to drive all incidents globally until resolved
Train and share knowledge in area of expertise with more junior staff members (i.e. - business aligned support of Incidents, for our major lines of business [ICG, GCT, CTO, etc] or platform aligned [Mainframe, Distributed, Network])
Ensure that Incidents records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events
Continuous development and daily management of Service Quality. This includes obtaining measurable improvements in customer satisfaction via reduced mean time to restore services
Assist with management visibility into Service Quality and process effectiveness with comprehensive reporting based on well designed metrics
Proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for ourselves and our customers
Assist teams in maintaining industry best practice framework, process, and tool knowledge
Interact with other Production Assurance teams in other sectors to help resolve outages
Other duties as required

Incident Manager Resume Examples & Samples

Act as a center focal point for all departments during incidents and coordinate between them to get the fast results
Ensure an Action plan / Back Up Plan is created and focused on the restoration within SLA
Ensure that all required resources (resources, accounts, equipment) are available and up to date
Setting up of Technical & Management Bridge to facilitate communication during incidents
Manage and coordinate the escalated requests from MSIP OA, COM and internal stakeholders
Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence
Implement and follow Ericsson compliant Business Continuity procedures and special events contingency plans
Developed skills in knowledge sharing by actively contributing knowledge
Strong analytical and organizational skills

Incident Manager Resume Examples & Samples

5+ years of relevant experience; 3+ years of hands-on experience with a Service Management tools, such as ServiceNow
College Diploma or University Degree and/or 5-7 years equivalent work experience
Experience with managing IT relationship management with clients creating KPI's to support defined SLA's
Technically savvy
Extensive experience with standard desktop tools, including Microsoft Office
Extensive problem solving, organizational and project management skills
Excellent communication (written and verbal) and relationship management skills
ITIL Certification 3.0 or higher
Previous experience in the leadership or SME (Subject Matter Expert) role supporting critical applications or within an infrastructure organization
Experience in designing and delivering employee training

Major Incident Manager Resume Examples & Samples

Establishing the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur
Experience running incidents in a large, complex enterprise environment
Deep and wide understanding of Citi’s businesses and operations and/or technology architecture and platforms
Extensive technical experience – preferably in a leadership or strong individual contributor role in another application or infrastructure organization
Experience interacting with a demanding customer-base at senior levels and ensuring credibility is maintained through solid delivery against commitments
Experience with IT process related industry best practice frameworks and standards (ITL, ISO20000, ISO9000, etc.)
Understands how Citi’s technology infrastructure underpins business objectives – shared services in particular
Experience in developing ITSM processes (Incident Management in particular)
ITIL v3 Certification(s) a plus
Minimum 5 year prior experience as a key contributor or owner in a business, technical or application development role. For example, held a senior role in any of the following: SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc

Senior Major Incident Manager Resume Examples & Samples

Ensuring that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impact
Understands how Citi’s technology infrastructure underpins business objectives – Shared Services, in particular
Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership
Technical breadth to be able to ask the right questions, collect the responses and set actions based on information – also to challenge information if the response does not fit the situation
Excellent telephone and oral skills
Will be highly-motivated, strong performer
Experience in developing ITSM Processes (Incident Management in particular)
Minimum 5 years prior experience as a key contributor or owner in a business, technical or application development role. For example held a senior role in any of the following: SA/DBA/Network/Voice Engineer or Operator, Mainframe Systems Analyst/Operator, Application Developer, etc
Multilingual in English, Spanish, Portuguese a plus

Major Incident Manager Resume Examples & Samples

Ensure Problem tickets are properly recorded, escalated and assigned
Accountable and responsible for Emergency change creation, meeting minutes and Emergency Change Advisory Board decision
Validate Configuration management items in light of monitoring and potential incident resolution
Identify and execute upon continuous improvements for the Major Incident process and the communication framework
Service Delivery Center and Business relations management

Incident Manager Resume Examples & Samples

2+ years customer related support
At least 2 years experience in Service Delivery (including out of IBM experience)
At least 2 years experience in Customer Related Support
English: Intermediate

Sirt Incident Manager Resume Examples & Samples

Review and analye IS Incidents to identify those that pose a significant risk to the Citigroup franchise and its affiliates, and escalating those IS Incidents in accordance with Citigroup policy and procedures
2 or more years working in an Incident Response role with experience in examining suspicious/malicious network events, analyzing malicious code/exploits, and system/network forensics
2 or more years working in IT/IT security, preferably a 24x7 operational environment, or educational equivalent

Senior Incident Manager Resume Examples & Samples

Working knowledge of and experience with Incident, Problem and Change Management processes
Working knowledge of GE IT services and applications and how they related to key business areas or equivalent financial services experience
Working within a Helpdesk/Support environment Technical Knowledge
Working knowledge of IT systems, software, applications and networks

VP-senior Major IT Incident Manager Resume Examples & Samples

Enterprise incident management experience across several IT disciplines
Third Party Custody
Commercial Banking / cards
Problem Solving
Maintaining a professional demeanor and attitude while being assertive
Ability and confidence to act with decisiveness on critical decisions
Exercise influence over a wide range of individuals at all levels of technical & business leadership
Ability to multi-task and make sound judgments in a fast-paced, high stress environment
Extensive technical experience – preferably in leadership or strong individual contributor role in other application or infrastructure organization
Experience of working in a process-driven environment
Experience with IT process related industry best practice frameworks and Standards (ITIL, ISO20000, ISO9000, etc.)
Ability to when leading an incident investigation
Ability to interact with and influence people/groups of widely varying disciplines and backgrounds
Strong organizational and follow-up skills and the ability to multi-task effectively in a fast-paced high-volume environment
BS/BA degree preferred
Multi-lingual in English, Spanish, Portuguese a significant plus

Avp-senior Major Incident Manager Resume Examples & Samples

Creating, updating, and improving procedures such as Knowledge Based Articles (KBA)
Experience running Incidents in a large, complex enterprise environment
In-depth understanding of general technology infrastructure concepts
Ability to maintain a professional demeanor and attitude while being assertive
Strong interpersonal & relationship skills, ability to learn and develop quickly
CISSP certification a major plus

Avp-major Incident Manager Resume Examples & Samples

Facilitating and managing incidents
Critical Thinking
Ability to learn and develop quickly
5-8 years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
5-8 years working in a process-driven environment
ITIL v3 Certification(s)
CISCO certifications a plus

Incident Manager Resume Examples & Samples

Manage and coordinate the escalated requests from Local Organization or internal stakeholders
Contribute to and maintain the existing repositories, with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence
Attend to operational or governance

Incident Manager Resume Examples & Samples

3 or more years of Incident Management experience
Excellent verbal and written communication abilities, especially the ability to communicate on infrastructure, security, and risk-related concepts to technical and non-technical audiences
Strong organizational skills – the ability to effective manage multiple tasks simultaneously

Major Incident Manager Resume Examples & Samples

Reporting on Availability of major systems, monitoring for trends that increase the reliability of Humana’s key systems
Bachelor's Degree or equivalent experience (minimum 4 years applicable experience)
5-7 years of experience in a large complex, business environment

Central Incident Manager Resume Examples & Samples

Strong IT operational support background, within a complex enterprise scale, process driven environment
Strong analytical capability, with ability to apply it towards analysis of processes, metrics to drive and deliver improvements
Ability and confidence to interact with and exercise influence over a wide range of individuals at all levels of technical and business leadership
Minimum of 5 years relevant experience
Fluent in English with excellent oral & written communication skills

Incident Manager Resume Examples & Samples

End to end ownership of incidents with potential or actual business impact
Drives restoration of impacted service while meeting the required service levels
Creates problem tickets and associated tasks for root cause investigation of managed incidents
Acts as overall in charge during a shift managing both application and infrastructure operational teams. Makes decisions on behalf of the group to mitigate risks and ensure business continuity
Keeps track of operational improvement areas and suggests process improvement base on case studies to Service Owners
Manages the Incident triage calls, which serves as the single escalation point to Incident Managers. Assess incident priority base on potential risk / business impact and urgency
Prepares and sends out Incident Notifications across the organization
Chairs technical meetings and manages tasks across allocated resources from multiple teams. Prepares incident runsheet and ensures tasks are completed on time and in good quality
Conducts management meeting and ensures customer sign off prior to incident resolution. Works on customer feedback as part of continuous process improvement
Chairs the Start of Day meeting w/ regional stakeholders to provide and gather feedback on key incidents and major events
Organizes emergency CAB meetings for urgent changes, reviews change details and sends a sponsorship notification for stakeholders. Overrides approval for emergency changes required for urgent restoration
Ensures problem tickets tasks are correct and assigned to the appropriate teams
Tracks operational team compliance to the defined incident, change and problem management processes
Advanced User skill level for the Process Management Toolkit such as Remedy
Knowledge of the Bank's Business Units

Incident Manager Resume Examples & Samples

Manage Major Incidents that impact Citi’s clients and internal users to restore service in a timely manner
Manage communication to business and technology seniors about Major Incidents
Work closely the Problem Management process to ensure follow up actions are accurately recorded
Working Knowledge of the Microsoft Office suite
Good understanding of the technical aspects of at least one of Unix, Microsoft Windows, or IBM z/OS based computer systems
Self-motivated and self-confident
Good practical experience of Incident Management and/or knowledge of Corporate Banking business
Exposure to the ITIL framework would be an advantage
Recent Production Support experience in a financial institution

Incident Manager Resume Examples & Samples

Creation and update, as required, service support documents and for NOC process and procedures for handling incidence
Identify training gaps and provide on-going training to GNOC Provide incidence communications as required. employees for process, policy, and tools used for incident support
Work to strengthen collaboration and sharing of knowledge within the GNOC organization
Requires strong knowledge of network monitoring , troubleshooting, and restoration for LAN/WAN, IPT, multicast, network security etc
Knowledge in hardware architecture, design , and drawings
Experience and training with principles of KT Analysis, six sigma, lean improvement initiative methodologies, and ITIL standards
Degree qualification in computer technology, networking , or equivalent
Must be resilient to change in an evolving environment. Be able to grow and continually develop your skills to meet the needs and challenges of our customers
Good time management , interpersonal and networking skills
Excellent written and oral skills, able to explain complex technical issues and resolutions

Incident Manager Resume Examples & Samples

The role will be accountable for reviewing and identifying major Incidents 24x7, determining Severity and Impacts of Incidents, managing incidents from discovery through recovery, fix, elimination and customer remediation
The individual is expected to help facilitate and lead the technical troubleshooting calls of complex and highly visible technology incidents - ensuring maximum system availability, engaging the right teams and leaders from across the organization at the right time. Confirming and executing communication and escalation plans
The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents to ensure they are properly categorized with respect to actual and potential impacts
The role will be accountable for major event coordination (such as monthly releases) / planning and support, and continuous improvement, resiliency and stability efforts
2-5 years of experience in a complex large IT environment
Ability to facilitate, drive, orchestrate, and lead large diverse groups and drive Incident with confidence
Ability to interact with all levels of leadership
Ability to work with a large cross-functional team
Ability to communicate effectively (verbal and written). Ensures all communications regarding escalations are planned and orderly, timely and accurate
Detail orientation and organization skills (being able to juggle multiple priorities). Excellent follow –up skills with the ability to respond under pressure
Assertive, but not demanding
Result orientation. Coordinates the resolution of the major incident and development of an agreed action plan and communicates with all stakeholders
Ability to manage process timelines
Understanding of infrastructure, application, web technologies and database platforms (SQL, .Net, Oracle)

Central Incident Manager Resume Examples & Samples

Driving all activities required to establish the means to resolve incidents and restore business services rapidly as possible
Have extensive major incident management experience and will grow a deep and wide understanding of our critical systems, services, processes and organization
Drive continual service improvement across Incident management department and work with our partners to deliver improvements across people processes, and technology in order to increase stability and availability of IT services
Assist with management visibility into Service Quality and process effectiveness with comprehensive reporting based on well-designed metrics
Good analytical capability, with ability to apply it towards analysis of processes, metrics to drive and deliver improvements

NOC Incident Manager Resume Examples & Samples

Aiding to assure timely and efficient reaction to Voice and Data incidences dispatched to the NOC for troubleshooting and resolution
Manage incident escalations as they occur
Identify training gaps and provide on-going training to GNOC
Provide metrics and reports as required
Participate in Operational Incident Management meetings and support their global initiative
Requires strong knowledge of network monitoring, troubleshooting, and restoration for LAN/WAN, IPT, multicast, network security etc
Knowledge in hardware architecture, design, and drawings
Degree qualification in computer technology, networking, or equivalent
The ability to work unsupervised, and must foster cooperative work atmosphere in a diverse global work environment
Good time management, interpersonal and networking skills
Able to work under pressure and meet demanding deadlines

Gti-major Incident Manager Resume Examples & Samples

Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees; send out the relevant reports after conference bridges and at the end of each incident
Send email communications to a wide global audience giving details of the incidents you are running with; send Executive Communications as required
Provide updates on GTI-owned management bridges on current infrastructure issues and actions being taken
Attend and represent GTI on situation reviews
Perform Demand Management and Preparation activities
Review the problem management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team
Must be able to work unconventional Shifts
Strong working knowledge of tools such as HP Service Manager, Xmatters, CMDB, TAMS or other applications
Broad technology understanding across Mainframe, Midrange, Distributed Systems, and Networks
Committed to results in a busy environment
Must possess decisive leadership, and the ability to exercise excellent judgement and decision making skills in the heat of the moment
Build relationships both from a customer and technical point of view - this involves global interaction
Must have in depth knowledge and understanding of Incident Management practices and skills
Certification or strong knowledge of ITIL concepts is very advantageous
Must be able to work unconventional shifts

Major Incident Manager Resume Examples & Samples

Provide a command and control presence on PAC Manager Bridges, GTI management bridges, and active GTI P1 Incident Calls
Extensive professional experience in incident management or IT operations in a financial institution
Strong working knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements
Very strong oral and written communication skills
Good knowledge and use of incident/problem management tool set e.g. Service Centre
Strong typing and multitasking skills are a strongly desired

Level Incident Manager Resume Examples & Samples

Must be able to work unconventional shifts including weekends
Coordinate the resolution of critical P1 incidents utilizing technical and business resources in 24x7x365 enterprise organization
Instigate and chair complex technical bridges with a large audience and hold senior management conference calls to advise LOBs of a major incident occurring in the environment
Send executive style communications to a global audience providing accurate details of the incident and impacts to the business
3-7 years professional experience in incident management or IT operations in a financial institution
Knowledge and use of incident/problem management tool set e.g. HP Service Center, SharePoint, etc
Efficient typing and multitasking skills is essential to be successful in this role
Demonstrated experience working closely with, and across, multiple teams in a global organization

Incident Manager Resume Examples & Samples

Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees
Provide updates on GTI owned management bridges on current infrastructure issues and actions being taken
Send executive style communications to a global audience giving details of the incident and impacts to the business
Authoritatively and confidently guide P1 incidents to resolution; may be called upon to make decisions on behalf of GTI in the heat of the moment that may have production impacting implications
Attend and represent GTI on situation reviews where possible
Participate in major command centers and critical site tests coverage
2+ years professional experience in incident management, practices and skills or in IT operations in a financial institution
Schedule - Wednesday through Saturday, 8 am to 7 pm, 1 hour for lunch
Strong working knowledge of a global financial institution in terms of technology/infrastructure and their dependencies and requirements
Must be able to work unconventional shifts which will include weekends
Strong working knowledge of tools such as HP Service Manager, Alarmpoint, CMDB, Remedy and collaboration tools such as Sharepoint
Broad technology understanding across Mainframe, Midrange, Distributed Systems, Storage and Networks
Strong typing and multitasking skills are highly desired

Major Incident Manager Resume Examples & Samples

Coordination and management of Major Incident Management process activities
Escalation of risks and issues to the Major Incident Management Process Owner
Supporting Major Incident Management reporting (KPIs and customer SLAs)
Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account
Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
Drives implementation of standard execution of the Major Incident Management process
Represents IBM to the customer (valid for nightshift/weekend/holidays) – Shift work 24/7
Agrees issue definition, action plan and success criteria with customer (during emergency mode)

Incident Manager With Spanish Resume Examples & Samples

Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
Ensure timely communication / information flow towards internal & external stakeholders
Deliver accurate post incident reports within the agreed OLAs
Attend the required trainings and courses (technical and soft skills) to increase the current competence level
Promote Problem Management activities in 1st and 2nd level Assurance. Provide input and support the Problem Manager during initial investigations for root cause analysis
Ensure all ongoing activities are published in the Hand Over tool or any other dedicated tools that have this functionality. Provide accurate input for the Shift Reports
Attend to operational or governance meetings with COM, SL, PM, MSIP OA and the TCs from the other teams
Good skills in interpersonal communication
True customer mindset
Flexible and responsive to changing work patterns and demands

Incident Manager, IP Services Resume Examples & Samples

Analyses problems in design, configuration, data flow, and data state
Web, Mobile and Cloud experience a plus
3+ years experience in an Enterprise 24x7 Network Operations Center or Production Support environment required
3+ years Customer Service experience, Incident and Problem Management required
3+ years experience defining, implementing, and monitoring IT service level processes
Technical expertise in network and server administration with hands on experience
Experience working in a large (1000+ server) and complex operations environments
Good understanding of Cloud infrastructure (Network and Server architecture)
Experience with monitoring technologies
Xposure and familiarity with change, problem and release management
Essential Job Function
Excellent customer service skills with a professional demeanor. Must at all times be able to communicate clearly with all levels of employees, external vendors and management teams
Excellent organizational, problem solving and project management skills
Ability to achieve specific results from little direction
Ability to work under pressure being adaptable and responsive to organizational requirements
Maintain high degree of self-motivation and independent decision making
Ability to work and derive creative and practical solutions to complex problems in independent work environment

Major Incident Manager Resume Examples & Samples

Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue
Incident Reviews to improve and ensure accuracy
Deductive Reasoning
Help establish, foster, and grow relationships with global business and technology organizations

Level Major Incident Manager Resume Examples & Samples

Provide a command and control presence on technical bridges driving work streams and engaging resolvers as well as adhering to all processes, procedures and best practices
Establish, build and maintain partnerships outside of your immediate team that have a direct relation to your day to day operations
The achievement of required SLAs
Minimum of 5 years professional experience in incident management or IT operations in a financial institution
Good working knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements
Knowledge and use of incident/problem management tool set e.g. Service Manager
Proven ability to influence others, especially outside of your immediate area

Incident Manager Resume Examples & Samples

Liaising with the Customer as focal point for all high priority & major incidents reported
Planning, coordinating, and controlling the restoration of simple, complex or high impact of system problems that occur within the production environment of clients’ systems
Handling conflict situations and making critical decisions while driving incidents
Developing strong working relationships with support teams and management
Providing support and participating in the Change Control Board and change control process
Providing appropriate inputs to the problem management process
Supporting other team members including Service Restoration Managers and Problem Managers in processes and techniques used to manage major incidents

Incident Manager / Problem Manager Resume Examples & Samples

Candidate must possess at least a Bachelor's Degree, Professional Degree or Master's Degree in Computer Science / Information Technology, Science & Technology or equivalent
At least 10 year(s) of working experience with minimum 3 years ITSM experience/ ITIL Service Manager, especially in Service Level Manager, Incident Management, Problem Management, Project Management, Account/Client Relationship Managemet, Telco Industy Knowledge, People Management
Possess strong analytical, problem-solving, interpersonal, teamwork, communication, organizational, leadership skills and continuous improvement techniques

Incident Manager Resume Examples & Samples

Validating application's issues
Handling of major incidents according to SLAs
Acting as an escalation point to expedite incident resolution
Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties
Issuing communication during the progress of a major incident
Identifying appropriate timelines and targets for recovery actions, feedback and communications
Assessing and agreeing Business Impact
A basic knowledge of IT hosting environments; general PC hardware / software maintenance skills
IT Service Management (mainly Incident/Problem/Change Management)
Alert Monitoring and Actioning
Being able to build a single business impact statement from multiple technical and non technical sources
Communication skills, written and verbal – proficiency in English
Having a strong character, can do attitude and possess a quality driven and customer focused mindset
Ability to work in tight deadlines and the ability to maintain focus whilst under pressure
Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time
Excellent inter/intra team working skills balanced with ability to work unsupervised
Proactive identification and progression of service improvement opportunities
Readiness to work in 24/7 shift model
TIL awareness
Experience in customer service/helpdesk/service desk

Incident Manager Resume Examples & Samples

Act as front line operational incident manager for all production systems/applications
Coordinate resources and communication on production incidents
Develop and provide operational metrics for all incidents and problems including backlog, Mean Time to Repair, aging, status, root cause, etc
Create and support dashboards for metrics and scorecards
Ensure monitors are producing accurate results
Provide documentation of common problems and resolution
Demonstrate the ability to resolve problems quickly, quickly learn new skills and drive results
Excellent follow-through. Ensure that you are accountable for and effectively executing day-to-day and strategic responsibilities
Continuously assess and improve processes within your scope, including the impact on upstream and downstream groups, and recommend improvements in processes you and the team interact with
Demonstrate an entrepreneurial perspective (envisioning new and innovative ideas and approaches and taking them to fruition)
Must work well in a team oriented environment. Be willing to ask questions and also help others when asked
Ensure that issues are documented and transitioned to and from the team
Minimum 8+ years of experience of IT Service Delivery
Experience working in a large data center environment
Ability to work in a highly pressurized environment is essential
Infectious enthusiasm for service delivery, availability management and problem management
Excellent People skills with the ability to act with influence
Outstanding communication skills; able to converse at senior management and engineer level
High-energy, confident professional with an ability to remain calm and take control in a crisis
Team player and organiser
Open minded, flexible, and willing to listen for other people’s opinions
Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels

Senior Incident Manager Resume Examples & Samples

Manages critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of service
Participates in severity incident troubleshooting bridge calls to ensure the proper engagement, coordination and performance of extended support teams
Carries out quality communication during incidents, to both internal and external audiences, including upper management and CIO-level customer contacts
Manages high-visibility customer escalations requiring immediate follow-up
Oversees all critical incidents and customer requests for timely service restoration and effective post-incident follow-up
Participates in the Problem Management process upon service restoration to ensure root cause is identified and remedial actions are applied
Ensures effective tracking and documentation of incidents for organizational and executive review, follow-up and strategic planning
Compiles information of incidents handled for reporting, analysis and continued service improvement purposes
Performs post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level
Drives strategic projects to ensure overall improvement in system/solution health and effective overall technical engagement, including but not limited to internal processes, solution quality, system stability, organizational alignment and customer behavior
4 years technical experience in supporting high availability solutions
Proven record of high level of professionalism, maturity and successful performance as an individual contributor is a must
Proven technical/functional knowledge of Sabre products, or equivalent
Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflictive situations
Ability to think critically, analyze, listen, clarify, solve problems and work independently
Ability to multi-task under pressure
Proven sense of urgency, attention to detail and high sense of responsibility

Senior Incident Manager Resume Examples & Samples

Acts as Lead Incident Manager (LIM) of regional incidents and leads cross-functional, international project teams for the management of high-risk incidents
Understands risks associated with incidents and escalates them appropriately
Provides reports/briefings to internal and external stakeholders, both regular and ad hoc as required, to reflect the circumstances and progress of the incident, escalating issues where appropriate
Develops and maintains professional working relationships with key stakeholders, both internal (e.g. businesses, Infrastructure Functions) and external (e.g. law firm, consultant)
Presents the results of incidents to relevant stakeholders, ensuring complex and sensitive messages/implications are comprehensively and professionally delivered
Presents the results of an incident to relevant bodies/committees upon request
Pro-actively contributes to the further conceptual development (and subsequent implementation) of the IMG mandate

Incident Manager Resume Examples & Samples

Knowledge of patch management
Knowledge of office tools (e.g., Excel) for collecting and manipulating distribution results
Understanding of software distribution tools such as SCCM, Radia, IEM, WSUS or Altiris
Excellent teamwork skills balanced with ability to work alone
Knowledge of Windows / Apple / Linux desktop operating systems, components and configuration
Knowledge of MMS-PM service line components, tools, technologies & processes
Knowledge of MMS-PM Factory Model Structure

Incident Manager Resume Examples & Samples

8-10 years of experience with at least 3-5 years related to incident management, program management
Bachelors or equivalent degree in the field of Computer Engineering, Information Systems etc
Experience in Agile methodology
Knowledge of Release management desired
Experience in Java, SQL, mobile tools is a plus
Incident Management Certification preferred, ITIL or equivalent
Self-driven and effective in communication
Good Inter and Intrapersonal skills
Experience in working with Global teams and clients

Major Incident Manager Resume Examples & Samples

Usage of a Professional Incident/Problem Mgmt. package, such as Service Now. Legacy toolset usage would also be beneficial - VT, Infoman, EMS, CSI and TAS
Usage of commercial software, such as MS Word, Excel, Outlook Project, Visio etc., is essential. Additional exposure to other professional software packages is highly desirable
ITIL Foundation Certificate or similar in Problem, Incident and/or Service Management
Any IT associated qualifications would be advantageous
Educated to University level is desirable
Strong communication (verbal and written) and presentation skills. This role will interact with Senior Business and TI management as well as highly technical engineers
Strong negotiation/conflict management skills. This role will co-ordinate and manage conference calls involving multiple technical teams including those from 3rd parties and vendors
Ability to work in a high volume, pressurised, financial organisation. The role will be expected to make executive decisions whilst under pressure
Organised and methodical, ability to multi task, with good time keeping skills
Dynamic, enthusiastic, confident, reliable team member
Proactive and flexible in terms of workload and providing cover is essential, due to the nature of the environment and workload

Senior Incident Manager Resume Examples & Samples

Facilitating and managing all SEV 1 and SEV 2 High, and SEV 2 incidents
A solid understanding of Citi’s lines of business with a primary focus of the institutional clients group / markets
Payments, wire transactions, and ACH
Knowledge and experience working with a wide-range of enterprise technologies, including but not limited to
Leadership – Capacity, Capability, and Competency (“Leaders inspire others to take action”)
Unquestionable Command & Control presence
Shift Oriented resulting in work across one or more shifts in a 24x7x365 operational team
Help manage escalation notification and rapid communications to all senior executives and stakeholders across the company
10 years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
10+ years working in a process-driven environment
10-15 years of interacting with a demanding customer focused service delivery organization
10 years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
10+ years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
University undergraduate BS/BA degree, however a Graduate (MBA) degree is preferred

Incident Manager Resume Examples & Samples

Customer Communications to Director Level
Managing Customer Escalations
Hosting Incident Bridges
Leading Off-Shore Teams
1-5 years working in Technical Environment or relevant education
Cost Awareness

Major Incident Manager Resume Examples & Samples

This is a challenging role that provides extensive opportunities for learning new technologies, making new contacts throughout IT globally, influencing the way the IT department operates, and also interface with senior IT Management
Incident Management is the key function of the ECC but the team also covers other responsibilities including: Problem Management, Change Management and the planning of major events at the divisional level. The job split is approximately 75% ITIL process based and 25% project delivery
You will be responsible for the management of Severe (S1) and Major (S2) impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues
You will undertake post incident reviews, with the focus on identifying process or operational improvements
Your role will include providing team coverage throughout the business day from 07:30 to 18:00LNT on a 9 hour shift basis
You will participate in the team’s weekend on call rota when sufficient team experience has been gained. Note coverage is follow-the-sun which substantially minimises the on call impact
You will be responsible for advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management
You should work with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the ECC)
You should assist in driving educational, training and communication programs surrounding the ECC
You will be responsible for the execution of major event projects managed by the ECC such as data center and/or major people center power downs and large-scale enterprise changes or external events
You should coordination with the global ECC and Business Continuity Process/Disaster Recovery team on any testing that is part of an ECC-managed event
ITIL V3 Foundation Certificate in IT Service Management
The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organisation is essential
Strong organisational skills the ability to effectively manage multiple tasks simultaneously
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
An understanding and experience of the technology used in Investment Banking is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe or sales and trading application support)
An understanding and experience of data center infrastructure: power / cooling / cabling / racking would be advantageous

TK, Qapm, Incident Manager Resume Examples & Samples

Management of Severe (S1) and Major (S2) impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues
Providing team coverage throughout the trading day starting from 07:30 on a shift basis
Participation in the team's weekend on call rota when sufficient team experience has been gained
Execution of major event projects managed by the ECC such as data centre and/or major people center power downs and large-scale enterprise changes or external events
Involvement in the planning, communication, process management and sign-offs associated with ECC-managed events
Coordination with the global ECC and Business Continuity Process/Disaster Recovery team on any testing that is part of an ECC-managed event
Excellent communication skills (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organisation is essential
Strong organisational skills with the ability to manage multiple tasks simultaneously
Client focus and ownership, use of own initiative and a proactive approach to work
Ability to facilitate conversations with large groups of remote people
Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
Ability to maintain calm during stressful situations
Ability to translate technical incidents into business terms
Adaptability to new processes and expectations

Major Incident Manager Resume Examples & Samples

Drive GTI technical response to major incidents, establishing command and control through the entire incident lifecycle
Strong leadership presence on Major Incidents, driving accountability across all levels of GTI Technical resolvers and Technical Leadership
Drive collaboration of multiple technology skill sets via technical bridges and use of tele-presence collaboration rooms
Authoritatively and confidently guide Major P1 incidents to resolution; may be called upon to make decisions on behalf of GTI under pressing circumstances, that may have production impacting implications
Provide updates in line with the agreed GTI communications processes, up to GTI P1M Management, GSO management and other LOB management as necessary
Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners
Must be able to multitask in a stressful environment
Provide prominent input to proactive monitoring tools development, proactive planning for major implementations and driving preventative diagnosis of possible problem areas across technology landscape
Support RCA’s being created when necessary and work with the Problem Management team to help drive the technical teams and ensure any actions are completed. Also ensure all information for the MIR is available and identify the key participants in the RCA kick off calls
Provide administrative and coaching support to P1M team via Scorecards, documentation, and supporting incidents as time permits against driving Major Incidents and providing critical RCA and tool support
Required to be available for on-call on rotation basis to cover critical events on weekends
7-10+ years of experience in information technology with an emphasis on incident management or IT Operations driving the diagnostics, resolution, and root cause of complex Networks, Distributed Applications, or Mainframe Applications performance issues
Proven ability to provide incident management leadership on technical and business bridges
In depth knowledge and understanding of Incident Management practices and skills
Demonstrated ability to multitask and prioritize in a stressful environment; results-oriented
Must possess decisive leadership, and the ability to exercise excellent judgment and decision making skills in the heat of the moment
Proven analytical, problem solving, coaching, documentation, and leadership skills
Demonstrable working knowledge of Application and Systems Performance and Availability management, tools such as Dynatrace, Wily, and Opnet App Internals
Experience with incident/problem management tool set (e.g. Service Centre)
Strong oral and written communication skills, along with the ability to effectively communicate to senior management; strong typing skills
Knowledge of global financial institutions in terms of technology/infrastructure and their dependencies and requirements is a plus

Major Incident Manager Resume Examples & Samples

Provide leadership and ownership of major incidents impacting our infrastructure and/or clients
Coordinate appropriate resources to resolve these critical incidents in accordance with service level agreements and operational level agreements
Manage communication during major incidents - communications must be concise, accurate, and sent in a timely manner per our documented incident processes
Lead and coordinate all aspects of technical and business incident bridge calls. This includes moderating the bridge, providing communication and directing resolvers towards problem identification, remediation, and resolution of an incident
Ensure predictable, consistent, and successful incident resolution
Ensure incident records are documented properly by all parties involved in incident resolution
Lead all post incident efforts to determine and document “root cause” and “lessons learned”
Develops recommendations and implements improvements to established incident management methodologies within SunTrust leveraging process improvement approaches
Quickly learns and understands the SunTrust culture and becomes knowledgeable about how the organizations work; knows how to get things done through formal channels and the informal network
Influence and negotiate with senior management and vendors to ensure timely incident resolution
Typically mentors less experienced teammates on complex incident resolution efforts
May have people management responsibilities
Bachelor degree in Information Technology or related field from an accredited university
10+ years of hands-on technical incident management experience with at least 5 in the infrastructure space
Expert knowledge and demonstrated experience in incident / problem management
Strong demonstrated experience in infrastructure operations (network, server, storage, mainframe, datacenter, etc.)
Ability to manage and coordinate dynamic teams and individuals across multiple organizations within the company
Strong ability to excel in and manage high pressure / fast paced situations
ITIL Foundation certification or strong demonstrated ITIL background required
Strong sense of ownership & accountability
Excellent verbal, writing and presentation skills is required
Proven ability to forge strong relationships with stakeholders at all levels
Self-motivated with the ability to work with minimal supervision and hit the ground running
Proven ability to quickly earn the trust of key stakeholders, mobilize and motivate incident resolution teams, set direction and approach, resolve conflict, deliver tough messages with grace
Strong influencing and stakeholder management skills. Ability to influence others at a senior level to adopt new perspectives
Sound understanding of business and organizational strategies and processes
Banking or financial services experience
Six Sigma or Agile experience

Incident Manager Resume Examples & Samples

Provides management and oversight of service restoration processes across multiple business and operational functions to actively govern the performance of product support efforts
Develops and maintains the Incident Management process including documenting process and procedures in accordance with ITIL standards
Provide oversight and management to synthesize/bring synergy to multiple initiatives by establishing courses of action for self and others to ensure that work is completed efficiently, adjusting priorities, establishing management routines to effectively track progress and identify issues; removing barriers and leveraging resources
Interfaces with other teams and customers, as well as vendors, on an as needed basis to discuss incident assessment and facilitate the coordination of resources to resolve service disruptions
Assist Product Support Managers and Team Leads with the orchestration and deployment of resources (e.g., people,infrastructure, financial, informational) from all associated teams in order to ensure successful service restoration
Establishes goals and builds roadmaps and plans to achieve targeted results
Liaises with Service Level Management to ensure all Incidents are resolved within established SLA timelines, and established service improvement plans for any under-performance
Provides input to Problem Management for the analysis of Incident data and identification of trends. Works with problem managers to build service improvement plans to rectify poor performance
Monitors the effectiveness of the Incident Management process and works with other teams to ensure continuous strategic improvements

Incident Manager Resume Examples & Samples

Primarily responsible in developing, maintaining, driving and monitoring the efficiency and effectiveness of the Incident Management Process
Interact with Regional and Local Incident Managers to ensure proper process adherence
Make the necessary recommendations for improvements and thereby close out support and service gaps
Delivery of IT services globally
Document process exceptions as needed
Work with the Knowledge Management area to ensure processes and procedure are documented and updated
Enhancements to the process and Incident Management tool
Own and control “end to end” SLAs
Acting as an operational escalation focal to Whirlpool business units
Ensuring satisfaction governance for end user services
Development, implementation and ongoing evolution of the service catalog
Management of strategic suppliers globally in conjunction with the regional end user services teams
Managing and developing operational and strategic end user technology that supports the needs of Whirlpool including Service Desk, Desk side Support and printer services

Major Incident Manager Resume Examples & Samples

MIM will capture all Major Incident details and update all necessary documents and databases
MIM will participate in Post Mortem meetings and drive technical team to define root cause
MIM will provide a Daily call document to all IT Managers and Leadership
MIM will lead a Daily Call with Managers and Leadership to provide data on recent Incidents, Emergency RFC’s, daily Monitoring Alerts, Post Mortem status and action Items, Ongoing Operational Risks and Special Business processing needs
Must have prior experience in a similar role leading significant service restoration calls and performing most of the key functions described above
Must have prior IT support experience; broad technical knowledge base would be helpful
3+ years of ITIL process experience (Event, Incident, Change, Problem, etc.)
5+ years of experience in an IT Operations or Infrastructure support role (Service Desk, Major Incident Management, NOC, etc.)
Will be expected to assist with coverage for other regional MIMs during their normal work day due to absence, holiday, etc. which may require additional hours and/or additional or varying work days, possibly with short notice
Will be required to be part of regular weekend on-call rotation (frequency varies based on staffing and/or business needs)
Must be reliable and dependable; flexible to changing shifts to ensure proper staff coverage during planned and unplanned absences or special business processing times such as Quarter End/Year End
Other on-call responsibilities as needed
Ability to work in dynamic and high pressure situations
Strong leadership skills; ability to work largely unsupervised and see tasks through to completion without regular follow-up
Excellent verbal/written communication skills; ability to communicate appropriately with all levels of management
Solid teamwork & collaboration skills
Solid Customer facing skills
Initiative to continually identify opportunities for improvement or add additional business value
Experience using ServiceNow , Remedy or other incident ticket tracking system
Reasonable typing speed (~60 wpm)
IND-CORP

Incident Manager Resume Examples & Samples

Provides management coverage and guidance on all P1, P2, and other high visibility incidents including the following
Provides mentoring and leadership to the shift leads and the engineers on technical and process related issues
Provides regular executive level updates to all stakeholders (Internal & External)
Ensures team has an active voice and is driving the troubleshooting at all times. Engages additional resources as needed
Assign tasks and track follow up actions. Reviews operational metrics and drive team performance
Conducts internal sync meetings with AS and TAC to ensure unified messaging to customer
Implements/measures processes to drive team towards SLO goals and to ensure repeatable customer experience. This includes working for new customer onboarding to establish process
Collaborates with Incident Manager/presents RCA/MPR findings both internally and externally - as required (Reactive)
Identifies and collaborates on issues that need to be escalated to Problem management (Pro-active)
Collaborates with Problem Management in effort to collect all proper data for RCA/MPRs and attends collaboration meetings (as required)
Collaborates with Operations Manager to refine/improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience
Ensures queue coverage, aligns resources, and approves time off
Works on complex problems where analysis of situations requires in-depth evaluation of factors
Manages issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
Typically requires an AA/BA in a technical discipline plus 5-10 years of experience in a Network Operations Center or Technical Assistance Center
Strong technical experience to include Unified Communications, Data Center or Foundations Technologies
Ability to work with internal and external executive level customers with confidence while providing an exceptional experience
2-5 years experience in a team leadership role while acting as a liaison with external/internal customers
Good organizational skills. This position requires that the Incident Manager is able to prioritize his or her workload while managing customer commitments
Strong written/verbal communications skillset

Incident Manager Resume Examples & Samples

Drive issues related to firmware and bug with BU team
Troubleshoot & resolve the incidents and problem tickets within SLA/SLO
Firmware & Software Bug Scrub, Testing & Validation in Lab
Simulate the Customer environment within Operate Lab to resolve complex problems and compatibility issues
Provide Engineering Recommendations & Capacity Planning along with Level-3 Engineers
ITIL Foundation V3 (mandatory
Excellent TCP/ IP networking skills
In depth understanding & hands on Cisco Nexus Switches
In depth understanding & knowledge of various switching protocols. E.g. STP,PVSTP,MSTP,LLDP etc
Knowledge, working experience on carrier grade NAT & troubleshooting various CGNAT related issues
Experience with MPLS technology including L2/L3 VPN and traffic engineering
Troubleshooting various MPLS & its application related issues. e.g. VPLS/MPLS-TE etc
Excellent skills in Configuring and troubleshooting Cisco routers and switches
Experience on Cisco ASR9k,ASR1k & Nexus 5k/7k series platform
Experience with routing protocols (OSPF, RIP, EIGRP, ISIS and BGP)
Expertise in QOS design and configuration is a plus
Advanced Level knowledge in WAN protocols, IP Routing, Switching, Cisco Data Center, Cisco Unified Wireless Solutions, Broadhop, Prime NCS/WCS and QOS
Advanced Level Internetworking troubleshooting experience, protocol diagnosis and decoding to the packet level
Medium/Large-scale “Complex” network design skills
Hands on experience in cisco Routers/Switches /Firewalls
Automation skill to Analysis of degradation of KPIs and reduce impact on customer satisfaction
Skill to Generating reports as per corporate and circle requirement
Good exposure on Network audit such as Revenue, Performance, Security & Configuration
Advanced Level knowledge of network management, network availability & capacity planning
Advanced Level understanding of the customer Change Mgmt. process
Validate new version upgrades for software features and impact analysis
No personal technology religion, but a desire to become the expert of the customer's technologies
Demonstrate high-level of maturity and confidentiality
Attention to detail and stellar interpersonal skills
Have strong time management skills

Incident Manager Resume Examples & Samples

Work on Complex problems where analysis of situations requires in-depth evaluation of factors
Manage issues/customers by setting expectations and meetings/exceeding those expectations to achieve the highest level of customer satisfaction
Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
Preform ad hoc analyses and task as assigned
Provide guidance and leadership to less experienced engineers
May require some travel to customer locations in this role

Incident Manager Resume Examples & Samples

Operations Assurance activities include but are not limited to
Minimum 3- 5 years of management experience or similar aptitude
Bachelor’s degree in Computer Science, Information Technology or a related discipline required
Knowledge of Service Now, Business Analytics / SQL Reporting 1-3
Tableau experience preferred
General IT knowledge including Midrange, Network, Application, Database, and Mainframe
Strong interpersonal, written, and verbal communication skills preferred
Ability to work 24x7

Incident Manager Resume Examples & Samples

To manage all outstanding incidents, ensuring that these are referred to the correct resolution group (which can be internal or 3rd party suppliers), and providing supervision to these groups over the resolution of incidents and providing an escalation point for any issues raised
To act as an escalation point for the Service Desk (for both Incidents and service Requests) and as the nominated Major Incident Manager in the case of a serious IT failure, working closely with the Problem Management function
To provide supervision of Service Desk Analyst staff over the resolution of incidents, providing an escalation point for staff and for customers for all issues regarding incident management and service request management
To provide assistance and proactive service in the diagnosis and resolution of all incidents, and service requests
To develop and build customer relationships to ensure a high level of customer service and satisfaction
To assist the Customer Service Delivery Manager in developing and expanding client services as defined in the agreed SLA
Provide pro-active incident and problem analysis – regularly reviewing incident records and analysing these to identify trends and to put measures in place to prevent these issues from occurring again. This activity will therefore prevent repeat issues affecting business users, Maintain high availability of IT systems to our customers,
Reduce the number of incidents generated
Collaborate with support teams across the UK Service Centre, Proximity teams and Application Management teams to investigate and assess the impact of issues within the production environment
Service Desk experience working as a Senior Help desk professional or Incident Manager, ideally in a multi- tiered enterprise environment supporting at least 4000 users
Worked within ITIL or process oriented Service Centre
Staff supervision / matrix management experience
Excellent attention to detail and organisational skills
Able to demonstrate a methodical approach to data analysis and problem solving
Customer focused attitude and desire to provide continual service improvements
The ability to multi-task, prioritise workloads effectively and be able to deal with a variety of tasks
ITIL Foundation certificate (V3)

Incident Manager Resume Examples & Samples

Ensures consistent day-to-day Incident Management (IM) process execution across the Consolidated Service Desk (CSD) and other operational segments of ITSM
Ensures incident troubleshooting scripts and workarounds are developed or captured from supporting vendors, IT Support Groups, Service Cataloging and Enterprise Architecture and stored in the IM Knowledge Repository for the CSD
Monitors and validates accuracy and currency of the IM Knowledge Repository
Monitors and validates accuracy and currency of all IM Standard Operations Procedures (SOPs)
Performs Quality Assurance (QA) activities for the CSD, reports QA findings to the CSD Manager and offers recommendations for quality improvement opportunities
Facilitates opening of problem tickets with the Process Manager
Coordinates and collaborates with other vendors and government stakeholders to ensure all major incidents are actively managed, updated and actioned
Analyzes CSD performance measures to identify root cause of unusual performance, the creates reports that depict the analysis and recommends corrective actions as necessary
Monitors and analyzes IM process performance for the CSD and other operational segments of ITSM
Monitors established process metrics and key measurements for the CSD then makes recommendations for corrective actions to the Process Manager as necessary
Attends IM meetings
Assists the process manager in facilitating an IM Process Management Group to develop process Improvement recommendations for review/approval by the Process Owner (government)
Develops reports on incident process performance of the CSD and other operational segments of ITSM and presents those reports to the Process Manager
Analyzes incident trends, creates reports that depict the outcome of that analysis and recommends corrective actions as necessary
Manages process effectiveness and efficiency for the CSD
Provides management information
Maintains IM processes and system
Manages major incidents, keeping the process manager abreast of any issues or delays in resolution
Ensures all incident management processes are documented and adhered to by validating existing processes, creating incident management related standard operating procedures and technician work instructions
Performs post-incident resolution validation
Contacts customer satisfaction survey submitters in accordance with survey results procedures outlined within the IM process

Major Incident Manager Resume Examples & Samples

Provide leadership to multiple support teams during IT Major Incidents
Ensure proper lifecycle transition from the Incident to Problem Management processes
Resolve matters that have been escalated and provide approvals where required
Work at a detail level with technical teams when required
Provide Management reporting on Incident Metrics and Incident Management performance
Perform Incident trend analysis and systemic Problem identification
Support and promote ITSM framework amongst teams and the wider IT organization
Manage different Vendors as part of Service Delivery
Ensure Continuous Quality Improvement on the Vendor side
Identify best practice opportunities and, where appropriate, share across other Rogers contact centers
Participate in specific Operations Management activities and special projects or initiatives as required
Ensure that the Rogers Brand is embraced within Vendor’s environment
Experience with ITIL methodologies and industry best practices
ITIL v3 certification, minimum foundation level
5+ years ITSM experience in multi-vendor service delivery
Crisis Management and Communications
Knowledge of ITIL best practices and process improvements
Proven ability to analyze and solve a wide range of technical problems
Understands SDLC, Development Technologies, Infrastructure, Network and Server Architecture, and Project Management methodologies
Understands organization's existing and planned Information Architecture and Information Management methodologies
Highly developed analytic, interpersonal and communication skills to influence and engage colleagues and partners, along with a broad understanding of the businesses they support
Understand IT governance processes, specifically Relationship Management, Operations Management, Demand Management and Value Creation
Experience in planning and progressing work activities using initiative and independent judgment
Ability to effectively communicate technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level
Excellent analytical skills are required

Incident Manager Resume Examples & Samples

Lead Technical Bridges during Severity One Incidents owned by the EMEA Region
Engage in all Severity One Incidents impacting the EMEA Region
Be responsible for conducting all Severity One and Severity Two Root Cause Analysis (RCA) Investigations
Provide oversight and management to synthesize/bring synergy to multiple initiatives by establishing courses of action for self and others to ensure that work is completed efficiently,adjusting priorities, establishing management routines to effectively track progress and identify issues; removing barriers and leveraging resources
Assist Product Support Managers and Team Leads with the orchestration and deployment of resources (e.g., people, infrastructure, financial, informational) from all associated teams in order to ensure successful service restoration

Senior Incident Manager Resume Examples & Samples

Assists with the classification and prioritization of incidents as well as analyzing incidents to identify service restoration actions to be taken
Monitors incident details, investigates, diagnoses and escalates risks and issues to the Change Management and Problem Management teams
Serves at the key contact for clients, management, and vendors on high client impacting day to day support issues by monitoring service level expectations, evaluating process success and managing the recovery process
Drives the incident resolution and recovery activities provided by internal and external service provider teams and monitors adherence to Service Level Agreements (SLAs) and alignment with governance of local and global requirements
Leads the Incident Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization by working with process owners to identify and plan Incident Management process improvement projects, drives cross account-process standardization, and ensures that vendors and internal staff comply with defined processes to deliver an efficient and effective interaction model
Participates in audit activities related to the Incident Management process
Provides Incident Management reporting to executive management teams
5+ years’ experience with integrated work streams, supporting computing environments, or retail banking
ITIL v3 Foundations or higher certification
Six Sigma Green Belt certification
Prior Project Management experience or PMP certification

Incident Manager Resume Examples & Samples

Executes the Incident Management process tasks in adherence with established processes and SLAs
Assists with classification and prioritization of incidents
Assists others with identifying the impact of incidents
Monitoring Incident details, including the Configuration Items affected
Open internal troubleshooting communication channels (incident conference bridge, IM/WebEx, etc.) using established process
Keeping internal business partners and external affected customers aware of the status and progress towards resolution of assigned Incidents
Possible)
Detection of possible Problems and the assignment of them to the Problem Management team for them to raise Problem records
Tracking data points for Incident milestones: Detection, diagnosis, repair, recovery, and restoral
Participation in audit activities related to the Incident Management process
Escalating the process as necessary per established escalation policies
Acts as an escalation point to expedite incident resolution
Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus)
Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company
Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities
High level of PC and Microsoft Office literacy – MS Office (Word, Excel, PowerPoint)
Self-motivated, self-confident team player that can work well in a fast paced environment (quick on one's feet and a fast thinker)
Ability to understand and communicate high level technical concepts
Process driven; leverage existing sustain processes to efficiently execute duties
Excellent communication both written and verbal; facilitation and elicitation skills to communicate with stakeholder groups
Basic understanding of ticketing systems and workflow
Organizational skills and creative thinking skills to manage a wide array of information and activities

Incident Manager Resume Examples & Samples

Establish a standard incident management framework and best practices to support the framework
Take responsibility for highlighting and promoting Incident (70%) and Knowledge (30%) management processes and other ITIL services by running workshops and driving process improvements via process working improvements
Take responsibility for continuously improving incident management process and procedures and integrate it with knowledge management processes
Establish a governance model to measure incident management maturity and report on it on a regular basis
Interact with various organizations in TS, evaluate incident management processes, identify weaknesses, and recommend improvement plans to mature the functions
Interact with the vendors to ensure that incident management practices are consistently applied in resolving incidents, thereby facilitating resolution of issues at Level I support
Collaborate with the relevant stakeholders to improve the process and data quality
Define key metrics and critical success factors
Report on key metrics on a regular basis, perform analysis, and identify areas of improvements
Take responsibility for driving ServiceNow tool requirements to support the incident management process experienced in using JIRA
Define the incident management process for the product management team
Take responsibility for defining a target operating model for self-service
Provide incident management when required
Provide ideas and recommendations for improvement and automation within the OPM team
ServiceNow experience
Advanced ITIL qualifications in Service Transition, Service Operation, or continual service improvement

100

Incident Manager Resume Examples & Samples

Manage and drive Major and escalated Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
Act as a central focal point for all departments during incidents and coordinate between them to ensure resolution of incident to SLA
Ensure an Action plan / Back up Plan is created and focused on the restoration within SLA
Manage Incident progress and resolution communication throughout lifecycle of Incident to all internal and external stakeholders
Ensure an accurate audit history is maintained during the lifecycle of an incident in the ITSM tool
Chair Technical & Management Bridges to drive all diagnostic and resolution activities
Manage and coordinate the escalated requests from Operations, MSIP, Customers and internal stakeholders
Deliver accurate PMIRs within the agreed OLAs
Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures which demonstrate process adherence
Ensure MI escalation contacts are reviewed and maintained
Promote Problem Management activities in 1st and 2nd level Support. Provide input and support the Problem Manager during initial investigations for root cause analysis
Ensure all ongoing activities are published in a handover tool or any other dedicated tools that have this functionality. Provide accurate input for any shift reports
Implement and follow Ericsson compliant SORG, BCAP and DR procedures and special events contingency plans

101

Senior Incident Manager Resume Examples & Samples

Monitoring, troubleshooting and repairing IaaS and global object storage services
Operate and ensure proper monitoring of cloud services and related projects
Develop automation, processes, and tools designed to make responding to and resolving incidents simpler and more robust
Evangelize and drive best of breed ITIL processes and procedures especially focused on Incident, Change and Problem Management
Bridge Engineering and core shared operations services
Participate in troubleshooting, capacity planning and analysis, performance analysis activities
Advise management on service on boarding strategies and execution
Mentor team members on areas of subject-matter expertise

102

Incident Manager Professional Resume Examples & Samples

4 – Demand planning, Training needs and Knowledge Management
5- Commercial reach the given Target
Building & managing budgets
Understanding and managing P&L
Understanding and managing cash flow
Understanding & managing cost
Understanding operational and financial ratios
Return on investment and NPV (Net Present Values)
Effective usage of financial data for making business decisions
Business modeling
Understanding your customer’s business
Needs-based selling
Building rapport to gain trust
Managing customer relationships
Navigating complex buyer roles
Influencing buying criteria
Accelerating the buying process
Strategic account planning
Implementation of the Opportunity Lifecycle Process (OLP), Release 4.1 (related to presales) Understand the Phases, Decision Gates, Key Activities, and Deliverables of the Opportunity Lifecycle Process (OLP) version 4.1
Recognize the OLP Roles & Responsibilities
Understand your role in the process
Understand differences between OPL4.0 and OLP 4.1. Process change
Knowledge in telecom technical domains (engineering)
Experience in Incident Management & coordination
Experience in network operations, technical support and/or maintenance
Experience in Quality management
Knowledge of E2E Service Assurance Operating Model
Knowledge Statistical Process Control
Lean 6 Sigma certification (green belt)
Knowledge of ITIL/eTOM

103

Incident Manager Resume Examples & Samples

Design, implement and manage the Incident Management process including creating and updating all Incident Management documentation
Customer impact: work with customer to understand their business. IN conjunction with the customer, identify the critical applications and services
Direct activities and establish command and control during technology incidents
Ensure that scenario based escalation lists are established and maintained and implemented as appropriate
Ensure that event details are gathered to provide necessary communications to customer and VZB teams
Bachelor's degree in Computer Science or related field preferred
7-12 years of experience and subject matter expertise in multiple areas
Experience managing large scale technology incidents
Business awareness
Ability to understand complex business processes and technical environments
Flexibility in work hours when needed

104

Major Incident Manager Resume Examples & Samples

Graduate or Master Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems
Certification in SAP Basis at professional level is preferred (if not, should be able to complete the certification)
Knowledge of enterprise-level applications and understanding of Global Delivery model
5+ years professional experience, out of which minimum 3 years in IT Infrastructure/networking/ functions
Previous relevant experience in Helpdesk, Support Engineer, Database Administrator or BASIS consultant role
SAP Basis– Strong Knowledge and Hands on experience of Technical Planning , Installations, Upgrades, Maintenance etc.,
Technically fluent in Database (Oracle/DB2/SQL Server/MaxDB ) administration, Operating Systems (Unix/Windows/Linux), hardware technologies
Experience in Performance tuning, Technical reviews and Audits
Knowledge of High Availability/Disaster Recovery Strategy
Knowledge of SAP Technologies; e.g. SAP Netweaver or HANA based systems, Solution Manager; BusinessObjects, BusinessObjects Data Services
Has experience working in a Global/multi-cultural environments
ITIL knowledge is desirable
Experience in communication with customers and managing expectations
Ability to confidently communicate with different layers of the management as required
Sense of urgency – fast responder
Manage complex and highly situational cases
Clear and assertive communication
Good team player and ability to work effectively in international and virtual teams
Continually develop SAP solution core skills and business knowledge based on accumulated experience
Able to provide knowledge transfer from certain technology areas
Proactive in learning and highly self-motivated
Proficiency in written and spoken English
German is an advantage

105

Incident Manager Resume Examples & Samples

Acts as primary point of contact between client and supporting technical teams and acts a bridge on day-to-day basis between internal and client organization
Responsible to collect and address client’s needs to maximize client satisfaction
Manages issues and production incidents reported either by the client or by customer care or operations teams
Coordinates the troubleshooting process and the internal teams/resources involved until full resolution of the incident
Oversees the overall communication flow, especially during incidents, with both internal and external teams
Collects data and produce comprehensive and recurrent reporting, and ensures adequate communication
Ensures the adherence of the incident resolution process with the actions performed, through the utilization of the tools and providing regular updates
Provides detailed incident reports and leads specific review meetings
Involves the Technical Expert to provide technical opinion on the solutions adopted during incident resolution and possibly evaluate long term impacts and fixes
Coordinating external communication

106

Incident Manager Resume Examples & Samples

Support teams in responding to, investigating, managing and resolving high-impact incidents and escalations around product authenticity (counterfeit, trademark, copyright) and safety issues
Take leading role in drafting and presenting deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports
Own and/or manage projects designed to improve operational and process efficiency. This will include working extensively with external teams
Closely monitor media and global events to anticipate and mitigate potential risks. Be comfortable using data to analyze trends, predict and fix problems before they happen

107

Incident Manager Resume Examples & Samples

Manage high priority Incidents across a multi client base
Review and monitor live incidents to ensure that they are being given the correct level of attention and are being progressed by Incident Management and Relevant Support area
Monitor Business Impact of Incidents throughout the Incident lifecycle
Escalate any “Major Incidents” to the Senior Incident Manager/Duty Manager
Escalate to support team leaders if calls are not being progressed as they should via Remedy/Telephone call updates
Set up and chair conference calls
Identify and implement Service Improvements
Maintain team governance standards
Good understanding of the GIS business
ITIL foundation
At least 5 years experience/IT background
Ability to work under pressure with a proactive mind set
Methodical and able to think on feet

108

Major Incident Manager With English & French Resume Examples & Samples

Being in charge of major incident resolution within complex environments with complete confidence, engaging internal and external support teams globally
Demonstrate the ability to lead the virtual team of technical resources from all technical areas, driving troubleshooting and recovery with confidence and authority reducing time to repair on major and crisis outages
Ensure engagement and focus of relevant resolvers for impact and decision making purposes
Participate and lead Incident reviews for managed incidents
Run daily Health-check calls and make informed decisions regarding escalation of potential issues
Leading technical and management conference bridges in a business professional manner
Participating in other ITIL processes interfacing with incident management in order to ensure overall process delivery
Actively participating in CSI activities for Major Incident Management process and in global Incident Management community

109

Incident Manager Resume Examples & Samples

Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible
Setting up IT support systems so end users can utilize systems with minimal issues
Monitoring the effectiveness of the incident management process and making recommendations for improvement
Analyze incident trends and recommending corrective actions, as necessary
Engage and coordinate technical resources across IT support teams
Ensure incident reports include adequate notes for later review and analysis
In accordance with DoD 8570.01; Candidate must meet the Information Assurance Technician (IAT) Level II requirements by having one of the following certifications: GSEC, Security+ CE, SSCP, CCNA-Sec, CISSP, CISA, CASP, GCIH, GSEC, or GCED
Minimum of 2 Years in IT Operations support
Minimum of 4 years’ experience in 2 of the following technical areas
Windows Servers Systems, Unix Systems, Networking, Storage, Citrix, server virtualization, Voice over Internet Protocol (VOIP), Database Administration (DBA) (e.g., Oracle, Microsoft SQL Server), Application software support
Network and application monitoring
Excellent English Written and Oral Communications Skills
SOCOM IT Environment and Systems knowledge

110

Major Incident Manager Resume Examples & Samples

MIM will participate in Post Mortem meetings and drive technical team to define root cause&nbsp
Above average keyboarding skills
Proven track record of collaborative working across service lines and practices
Able to direct, support and mentor team members
Able to manage resources to optimize efficiency
Able to use a process framework, analytical tools and reporting to direct, monitor and evaluate progress and change
Builds long-term relationships with high level internal colleagues
Excellent English communication skills (written and oral), with experience interacting with all levels of management
Ability to work independently and make decisions where necessary
Competent with Microsoft Office products and especially Outlook
Competent with voice/video collaborations tools such as MS Lync or Webex
Capable of multi-tasking in an environment with 3-4 monitors operating from one laptop
Experience with ITSM tools such as SMD12, Remedy or ServiceNow required
Ability to work night shift preferred

111

Major Incident Manager Resume Examples & Samples

Knowledge and broad understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email, Messaging Services, Networking)
Job holder should ideally have experience of managing and supporting incidents with multiple support staff engaged
Has a background in infrastructure, application support within an enterprise environment
Professional IT qualifications from vendors such as Microsoft, Cisco, HP, Oracle an advantage
Experience of leading small teams or workgroups and advantage
Basic ITIL accreditation in incident and problem management an advantage

112

Incident Manager Resume Examples & Samples

Management E2E of all Major Incidents and Major Incident Risks within scope. These incidents can be complex infrastructure or application failures requiring general knowledge in all aspects of Incident Management
Management E2E of any High Severity Incidents within scope
Act as senior escalation point within scope
Drive Process improvement and adherence within the Major Incident and High Severity Incident Management Processes
Increase customer perception through consistent delivery of service using Atos core beliefs and standards
Increase internal stakeholder perception through consistent delivery of service using Atos core beliefs and standards
Act as support and provide cover were required to Senior Incident Manager
Ensure the Incident is with the appropriate technical team/s utilising either internal or external teams at the appropriate level
Ensure the Incident progresses in a timely manner through the identification, incident routing, investigation and resolution stages
Invoke the Major Security Management Process when applicable
Agree the Parent Incident to be used as the Major Incident within any communications
Ensure regular internal update communications are issued, hourly, unless agreed otherwise
Ensuring invocation communications are sent within 20 mins of a Major Incident being requested
Brief all agreed roles within the Major Incident Core Governance Team of their Responsibilities
Schedule the appropriate Bridges as detailed within the Major Incident Process
Ensure that all roles of the Core Governance Team are maintaining appropriate levels of resource throughout the lifecycle of the Major Incident
Maintain the Major Incident Checklist throughout the lifecycle of the Major Incident
Making all decisions regarding the available options for resolving the Incident. Take direction from the technical teams but make any decisions during the Major Incident Management Bridges
Act as a single point of contact for all updates regarding the Major Incidents progress
Ensuring an effective handover to Problem Management for the Major Incident Review process to commence (UKP-MMB-2201)
Ensure ICRs are produced for all Major Incidents within 2 working days of Incident closure
Information Analysis
Client Management
Service Delivery Support

113

Major Incident Manager Resume Examples & Samples

Development of Incident Models
Responsibility for expediting Services restoration by working closely with other teams including data centers, command centers, subject matter experts (SME), vendors and business aligned technology teams. Activities should include
Providing a general oversight and management to Incidents
Reviewing and approving Incidents solutions. Verifying associated solutions. Risk assessment
Approve transfer of solution / fix to production
Examine work queue to identify Incidents in jeopardy of missing service agreements
Ensure proper tracking and reporting of Incidents
Provide support in improving service levels through the identification of incident trends which impacts service delivery, along with supporting statistical MIS and generic reports. Work with the regional Incident and Problem Managers to identify high impacting and / or chronic Services, which require Intensive Care or Quality Circle focus
Work with relevant CTI and non-CTI group/units to comply with the Incident and Problem Management process, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with CITMP standards on Incident Management
Participation in all incident resolution calls to facilitate incident determination, recovery and resolution, calling upon internally aligned groups where appropriate. Attendance on regular Problem Management forums, to represent the Incident Management process. Professionally represent the Service Support Team at all times, regardless of audience or seniority. Part of the initial process must be to allocate suitable incident categorization coding so that the exact type of the call is recorded
Evaluate Incident records – Review / evaluate Incident records. Ensure proper assignment of incident and severity level determination
Validate record content to ensure all required fields are properly populated by the designated person
Continual Service Improvement: Post Incident Review process to enhance processes and procedures. Develop continuous improvement strategies for the functions plus metrics to monitor performance
Enforcement of Incident Management standards, processes and procedures, ensuring all documented activities are consistently performed to standard
Review existing MIS for client and internal CTI usage and implement appropriate quality improvements
Engage with Business Technology teams to drive consistent approaches of the 4 disciplines across the entire O&T organization

114

Incident Manager Resume Examples & Samples

Liaise with Change Manager and Problem Manager regarding planned works and on-going problems. Co-ordinate responses to requests for planned maintenance, system upgrades and service changes originating from distribution and transmission service providers
Attend to operational or governance meetings with MSIP OA, Operations and other stakeholders
Provide monthly reporting on Major Incidents and Major Incident performance (SLA)
Hold post major incident reviews to ensure effective handover to problem management

115

Incident Manager Resume Examples & Samples

ITIL V3 foundation certificate, additionally ideally either V3 Expert certification or OSA (Service Capability route) or Service Operation (Service Lifecycle)
Advanced knowledge of all MS Office Suites
Previous experience of a Major Incident and Service Desk environment
Previous experience in high priority incident management
Demonstrable experience managing major incidents to successful conclusion
Excellent working knowledge of all key service management functions
Experience effectively managing and resolving conflict
Knowledge of Service Management tools and the Incident Management process
Flexible, positive ‘Can Do’ approach
Strong interpersonal and organisational skills at all levels
Self-motivator, ability to remain focused when working to specific targets and deadlines
Ability to work under pressured environment

116

Major Incident Manager Resume Examples & Samples

Responsible for driving, managing and co-ordinating the response to all critical, major and high priority incidents servicing the Virgin Media Business and/or Residential customer base
Responsible for clear, accurate and punctual communications to internal stakeholders and customer facing teams
Responsible for chairing and driving Management and/or Technical conference calls up to Exec Director level
Responsible for effective internal and/or vendor escalation up to Exec Director level
Lead and/or Contribute to effective Post Incident Reviews – Engage teams for RCA activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as required
Single Point of Contact for internal stakeholders for all High Priority Incidents on the Virgin Media network
Jeopardy Management of some lower priority incidents
Produce daily and weekly incident summaries for Virgin Media Management teams
Quality assurance of High Priority Incident tickets within Remedy across all Major Incidents
Experience in an incident management position
Good understanding of fault management systems
Experience in an operational environment, ideally within telecoms or networks
Ability to understand technical information and relay in business
Excellent written and verbal communication and presentational skills

117

Incident Manager Resume Examples & Samples

Responsible for maintaining the incident management process
Acts as the incident owner and providing leadership during major incidents
Prime for Internal Executive level communication during incident life cycle
Acts as the point of contact and escalation for customers, service managers and account management teams
Ensures compliance with incident management processes to ensure effective incident management, tracking, escalation, and timely resolution for all customer issues
Assesses impact and progress during major incidents to ensure appropriate remediation activities and resourcing is being applied
Actively manage, monitor and drive resolution of tickets breaching SLA
Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
Establish and maintain management reporting on incidents and escalations
Major Incident Response experience
Experience in the Telecommunications industry or Equivalent degree from Post-Secondary School
Innovation skills
Organized with an aptitude for coordination of initiatives across many teams
Excellent skills with Microsoft Office (Word, Excel, PowerPoint)
Customer Service excellence
A solid grasp of fundamental Telecommunications Best Practices
Knowledge of Telecom network technologies
Knowledge of Wireless network technologies

118

Incident Manager Resume Examples & Samples

Responsible for leading the Incident Process for all RBC infrastructure and applications supporting client facing and internal services 24 hours a day 7 days a week. These incidents are escalated from Global Operations Command Centre, Application Coordinators, Level 1 and 2 Technology Support Teams, various Help/Service Desks, Deskside Support Services (DSS) and various Application Support Teams within RBC and our member companies
Initiates the Incident Process; has Global accountability to engage the appropriate support teams to address Incidents to minimize client and operational impact and create awareness
This role will also support the Major Incident Manager and the Incident Management Communications team. The individual is responsible for leading ongoing activities/ initiatives to achieve effective operations, productivity and optimal business performance. Manage and deliver on special projects related to strategy, continual service improvement, relationship management, metrics, process documentation and tools

119

Major Incident Manager Resume Examples & Samples

Establish and maintain effective customer relationships
Act with a sense of urgency in meeting customer needs
Exhibit excellent listening skills
State opinions in a way that encourages dialogue
Seek information and input from subordinates, peers, manager, and senior leaders
Understanding of metrics for the MIM process
Use metrics to measure results
Identify opportunities to improve performance
Generate innovative solutions
Deliver prescribed goals to a standard of excellence
Seek out opportunities for personal development
Manage priorities effectively
Match actions to words
BS in a technical discipline. MBA, or MS preferred
Ability and desire to lead the implementation of technical solutions to IT problems in dynamic, high-pressure situations
Delivers complex messages/subject matter in a style that is appropriate for a broad audience
Excellent verbal and written communication skills and the ability to interact professionally with a globally diverse group of executives, managers, and subject matter experts
Developed ability for public speaking, and relaying business critical information to senior leadership on demand
Writes clearly and succinctly in a variety of communication tools (memos, presentations, reports, etc.)
2-3 Experience in statistical analysis of Key Performance Indicators, and confidence in ad-hoc statistical analysis as requested
Uses knowledge and sound research ability to reconcile conflicts and make recommendations for operational improvements
Strong analytical and project management skills required, including a thorough understanding of how to interpret customer business needs and translate them into IT operational improvements
Self-Motivated. Able to work largely unsupervised and see tasks through to completion without regular follow-up
Willingness and ability to be on prem 12pm-9pm EST/ 9am-6pm PST
Will be expected to assist with coverage for other regional MIMs during their normal work day due to absence, holiday, etc. May require additional hours and/or additional/varying work days, possibly with short notice
Regular weekend on-call rotation required (frequency varies based on staffing and/or business needs)
Must be reliable and dependable and flexible to changing shifts to ensure proper staff coverage during planned and unplanned absences or special business processing times such as Quarter End/Year End

120

Incident Manager Resume Examples & Samples

Creating course materials, handouts, instructional aids, audio/visual materials and similar teaching aids
Conducting classroom training
Ability to explain difficult technical material clearly and patiently to students that have varying levels of proficiency
Develop and maintain knowledge bases; conduct applied and advanced research methodologies; develops tests, surveys, training materials, data collection measures, statistical and other analyses, and identify, conceptualize and secure new research and development areas
Prepare training catalogs and course materials
Incident Manager/Lead/Trainer: Minimum of 8 Years in IT Service Desk Operations support
Assistant Incident Manager/Lead/Trainer: Minimum of 8 Years in IT Service Desk Operations support

121

Assistant Incident Manager Resume Examples & Samples

Incident Managers require extensive experience with identifying emerging incidents and ensuring their prompt resolution
Incident Managers directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions
Upon resolution, the Incident Manager works with their team to establish procedures to prevent future incidents
Developing and implementing the incident management process
Ensure that the incident management process is followed
Perform notifications and escalations within prescribed service level agreements (SLAs)
Ensure follow-up change tickets are submitted and scheduled as appropriate
Provide input to problem management teams during root cause investigations
Identify the best way to approach training requirements, to include, but not limited to, hardware, software, simulations, course evaluation and refreshment, assessment centers, oral examinations, interviews, computer assisted and adaptive testing, behavior-based assessment and performance, and team and unit assessment and measurement
Develop and revise training courses
Train personnel by conducting formal classroom courses, workshops, and seminars
This position requires shift and weekend work
Meet DoD 8570.01 requirements for this position
Assistant Incident Manager/Lead/Trainer: Minimum HS Diploma and 8 Years in IT Service Desk Operations support
Ability to follow procedures under stressful conditions
CompTIA Security+

122

Incident Manager Resume Examples & Samples

At least one to two years of experience in IT Operations support
Hands-on experience in support of two or more of the following technical areas: Windows Servers Systems, Unix Systems, Networking, Storage, Citrix, server virtualization, Voice over Internet Protocol (VOIP), Database Administration (DBA) (e.g., Oracle, Microsoft SQL Server), application software support, network and application monitoring
Ability to follow procedures under stressful conditions
Written and Oral Communications Skills

123

Incident Manager Resume Examples & Samples

1-4 years of directly related experience in systems administration and analysis
Monitor IMS and reporting incidents with directives 24/7 (with SD assistance)
Report; Monitor and update Outage tickets hourly 0600-1800 Report
Monitor and update VIP tickets hourly 0600-1800 Report
Monitor and update COOP events/activities hourly 0600-1800 Report
Monitor and update weather events that impact 0600-1800
Monitor AMs/DMs to determine possible impacts to Service Center
Monitor and clean-up orphaned tickets
Monitor and enforce compliance of Incident Management Policy
Maintain Incident Management policy
Hosting 0900 EST Situational Awareness Meeting Work to improve situational awareness
Monitor and facilitate resolution of tickets older than 30 days
Monitor and facilitate tasks for the Problem Management team Control
Disseminate and monitor ticket queues
Knowledge of enterprise Incident and Change management processes and Incident management as a core process

124

Critical Incident Manager Resume Examples & Samples

Critical Incident and Crisis Management experience
Experience in infrastructure and application monitoring
Experience working in fast paced environments in a highly matrixed 24x7 global support model; awareness of international business, cultural norms, and values is a plus
WAN Fundamentals in a large global environment
Background as part of a team that delivers and supports application & infrastructure technologies to leading e-commerce solutions
Strong problem solving skills and demonstrated competency with mobile/web technologies
Capable of understanding a variety of infrastructure problems, including those that may not have standard resolution methods. Able to convey expertise during real time event mitigation meetings and conference calls
Familiarity with most of the following: ServiceNow, Splunk, New Relic, Science Logic, Cisco, Juniper, Cloud computing, VMs, Windows, Linux and AWS

125

Incident Manager Resume Examples & Samples

Workload management among team members, including implementation of innovative ticket/case management techniques
Assumes leadership role in CMS or cross-functional teams to drive service delivery and/or product improvements
Represents CMS in Executive Briefing Centre's and TAC tours
Identifies and works on issues that affect worldwide TAC teams
BA/BS/BE qualified (favourable - IT, Computer Science, Electrical Engineering)
12+ years of experience in a technical management role in a NOC
Experience in customer support, knowledge of Unified Communications and the competitive marketplace
Should possess 4+ years-prior management experience is highly desirable
Complete understanding of and experience in leading a team in applying all elements of Technical Support
Proven business and technical expertise and extensive customer service engineering experience
Demonstrates strategic skills
Manages CSEs of all levels; generally responsible for a team of 10 to 15 + people

126

Incident Manager Resume Examples & Samples

Strengthens existing vendor relationships that thrive on collaboration and improving the working relationship between teams
Serves as escalation point for timely vendor issue resolution and risk mitigation plans, which may include working with the vendor closely for root cause analysis
Manage several complex and large scale vendor relationships with or without having a direct contractual agreement with the vendor
Acts as a liaison between the strategic vendors and Cisco Cloud and Managed Services (CMS) customers, being an escalation point for finance and contractual related issues as they arise
Is responsible for reviewing and ensuring all billing activities are accurate, and are paid as agreed to, where applicable
Responsible for ensuring contact and escalation information for vendor engagement is updated and available to the teams
Escalation point of contact for both internal and external stakeholders when issues arise in regards to vendor engagement. Responsible for driving correct level leadership engagement with the vendor throughout resolution
May provide general consulting for a specific technology area. Ensures successful execution of Statements of Work
Leverages key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms and conditions
Provides timely communication of customer objectives including active support of critical issues, providing executive interface and briefing in writing as well as verbally
May be involved in developing new product offerings or suppliers, to meet business requirements
Drives changes across related CMS functional processes in support of the customer by influencing the direction of service across all Cisco CMS delivery team/supplier(s) supporting the assigned customer account base
Responsible for the delivery of business reviews for the customer account, providing distinct relational data points to customer specific needs
Develops and presents service engagement documentation, partnership solutions, risk assessment, pricing, and margin analysis
Demonstrated success as an escalation point, setting the right level of urgency leading portfolio level issues to resolution
Fundamental understanding of contract terms such as LOA and SLO’s. Able to review a contract and understand and extract key elements to help drive customer satisfaction and vendor engagement
Able to foster a positive relationship that drives urgency and resolution on behalf of the customer
Ability to build a solid working relationship with both internal and external stakeholders through trust and integrity to drive proper engagement and quick resolution on behalf of the customer
Capable of building executive level relationships and communications in order to inform leadership, as well as to tactfully engage as required
Possesses detailed business knowledge of Cisco products specific to Cisco Cloud and Managed Services (CMS) product suites and/or project/program management in the network space
Understands financial modeling relative to cost and planning
Advanced ability to lead virtual teams, including customer or partner teams
Executive level communications, tailored to unique situations
Managed services background preferred
Experience in the systems integration of leading edge technology or large scale/multi-vendor networks
Experience in business development, partner engagement, project management, negotiation and risk assessment
Understands and is conversant about Managed Services business value and opportunities
Able to identify and analyze project or system requirements
Minimal daily supervision with directives and goals set by Cisco and customer initiatives. Goals, support plans and initiatives reported back to Cisco leadership
LI-APJ-BH1

127

Major Incident Manager Resume Examples & Samples

Knowledge of Remedy or similar tools and the Incident Management process
ITIL awareness , ideally be ITIL certified
Ability to use initiative, prioritise work and make recommendations for process improvements
Self motivator, ability to remain focused when working to specific targets and deadlines
Willing to undergo security checks and able to obtain SC Security Clearance if successful

128

Incident Manager Resume Examples & Samples

First contact in the investigation and recording of work related and non- work related injuries and incidents
Provide direction to injured workers and supervisors regarding medical evaluation and treatment of any injuries ranging from 1st Aid to Advanced Life Support
Follows up with injured workers to determine return to work status and ongoing treatment
Compiles witness statement and incident reports into a consolidated file and determines root cause of incident and recommends disciplinary and corrective actions
Create claims file
Must have 5-7 years of recent Workers Compensation Claims Experience in a Med-Only role
Must be able to demonstrate knowledge of advanced industry terminology and how to successfully adjudicate medical claims
Must demonstrate knowledge of workers compensation laws, policies and procedures
WCCA or insurance certifications preferred
Understanding of medical and legal terminology
Strong mathematical calculating skills
Excellent computer processing skills
Thrive in a team environment
Quick and accurate data entry skills
Basic level proficiency with Microsoft Word, Excel, and Outlook
Exercises a high level of professionalism and a positive demeanor
Capable of lifting 15 lbs
Must be able to pass a drug screen and criminal background check
Must have a clean driving record (example- no DUI in the last 5 years)
Regular, reliable and predictable attendance required
Ability to work well with others in a collaborative team environment

129

Incident Manager Resume Examples & Samples

Provide production support or technical support to users of a customized or proprietary application. May act as lead
Allocate work to staff, plan, communicate, evaluate and manage performance by staff. Assess needs for technical development of staff and provide formal or informal training opportunities to staff
Confer with management of client groups using application(s) supported by group and assess uptime, productive use of application, and needs for further development or enhancements to make application more useful
Plan, contribute to, or conduct projects for testing software enhancement, developing requirements for system enhancement, revision or development of application, or related projects
6+ years of experience as an Incident manager handling incidents, changes and problems in a 24/7 production environment
6+ years of experience with IT Infrastructure and applications is required
Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issues
Ability to occasionally work on nights and weekends if and when major incidents occur
Proactively engage and be aware of all issues being reported to the Enterprise command center at all times and manage all aspects of incidents in a timely manner
Serve as a senior resource on different projects within the ECC and the larger Production Support Services organization
Hands on experience with MyServices, Remedy, or other ticketing tools is required
Problem and incident management expertise along with metrics gathering, reporting and analysis leading to process improvement
Excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels
Aptitude to multi-task and work well in a high stress environment, both within teams and independently
Experience working with compliance, audit, outside regulators, and other support organizations while participating in providing solutions in support of the business objectives
Experience supporting applications operating in UNIX and LINUX environments with SOA and Java components is desired
Proficiency with Word, Excel and PowerPoint and presenting to senior management using data and information from these tools
ITIL or PMP certification is desired
Financial services industry experience is preferred

130

JOC Incident Manager Resume Examples & Samples

Being part of a multifunctional team providing the technical services that deliver a world class Joint Operations Centre function
Engaging in critical security activities which will ultimately drive security improvements and have a positive impact on security culture across Barclays and any dependent Business Divisions by providing its common, services and by sharing best practice
Providing support to operational teams and to brief on the information security threat landscape to senior management when required
Executing a clear framework for the identification and communication of security incidents managed within the JOC globally
Participating in a security response capability to ensure that Barclays can call on expert capability and respond rapidly to security events, any time any place
Consolidate situational awareness of incidents and determine key initial risk impact analysis (impact mapping etc.) for reporting and subsequent updating
Act as a focal point for all physical security escalations, through management of Hotlines, Team Mailbox and in-person escalations
Ensure escalations are made in accordance with agreed procedures, and tolerances, to meet JOC user requirements
Maintain an excellent understanding of reported security incidents, trends and vulnerabilities
Perform incident response duties and triage incidents for escalation to appropriate subject matter expert teams
Have the discipline and interpersonal skills to work well in a global environment, complementing teams in other locations
Instil a culture of quality and continuous improvement to enhance the experience of customers, colleagues, communities and company
Ensure service offerings satisfy and exceed Stakeholders’ requirements and expectations
Identify good practice across all locations and to identify and remove unnecessary duplication of effort/services
Increase automation for all operational processes
Represent Physical Security interests in internal JOC planning
Shift work to ensure 24x7x365 coverage
A good understanding of security processes and technologies including; Threat Analysis, Vulnerability Assessment, Security Monitoring, Compliance Auditing, and IDS
Ability to write summary reports based on complex data with accuracy, brevity, and speed whilst reporting to the highest levels of the organisation
A good understanding of the Corporate, Physical Security Environment
Previous experience in a Security Control Room environment is desirable
UK Security Clearance (preferable)

131

Incident Manager Resume Examples & Samples

Strong written and verbal communication skills, including the ability to articulate complex technical issues in a language understood by different levels of business leadership, end users, and technical resources
Ability to accurately capture details of the incident and provide timely reports
Able to control bridges and coordinate activities to keep support teams on task
Basic troubleshooting skills
Ability to multi-thread problem solving efforts across multiple teams to achieve timely incident resolution

132

JOC Senior Incident Manager Resume Examples & Samples

Leading a multifunctional team providing the technical services that deliver a world class Joint Operations Centre function
Maintaining a high profile by engaging in critical security activities which will ultimately drive security improvements and have a positive impact on security culture across Barclays and any dependent Business Divisions by providing its common services and by sharing best practice
Ensuring that each of the JOC functions maintain regulatory compliance and are able to fulfil its security obligations to internal stakeholders, external customers and appropriate authorities
Providing security leadership to operational teams and to brief on the information security threat landscape to senior management
Leading a security response capability to ensure that Barclays can call on expert capability and respond rapidly to security events, any time any place
Manage the JOC based team and provide leadership, mentorship and guidance to staff
Perform incident response duties and triage incidents for escalation to appropriate subject matter experts
Be highly committed both to achieving the deliverables and to the team itself
Assist with the co-ordination and the setting strategy for managing Joint Operations Centre with the Head
Fluent English speaking with exceptional written communication skills; ability to write ad-hoc and formal reports
A good technical understanding of Barclays landscape, or the ability to do obtain such
A good technical understanding of the threats against the financial industry of both a physical and other methods such as Cyber
Confident, with the ability to remain calm, controlled and focused in pressure situations
Ability to identify operational risks and issues in a fast time environment, and take proportionate and appropriate actions
A good understanding of and keen interest in geopolitics, international security and current affairs
Deep understanding of Intelligence Principles, Tools and Protocols
Understanding of Attack Monitoring technologies and capabilities
Deep understanding of Incident Management procedures, with technical ability to ‘take control and co-ordinate’ major security incidents
Working knowledge of Barclays’ crisis management handling processes
Demonstrable capability to be a “Known and Trusted” member within communities of interest within the Cyber domain
Able to shift well from task to task
Ability to work concisely when under pressure or with extremely tight timescales
DV Security Clearance (preferable)
GIAC Certified Incident Hander or similar certification

133

Incident Manager Resume Examples & Samples

Issuing debit and credit cards
Managing the lifecycle of the cards
Managing relationships with card manufacturers and the issuing provider Equens WorldLine Corporation

134

Incident Manager Resume Examples & Samples

Investigate, communicate, escalate, and facilitate incident/problem resolution then drive remediation efforts to dramatically decrease the probability of recurrence while increase business confidence in technology services
Act as the central communications point for IT providing concise, timely and relevant communications from technical response teams to business users at all levels of the organization
Lead and champion HQY’s “End-to-End Problem Management” program emphasizing superior customer service to all business units
Refine incident/problem management processes and measurements enabling HealthEquity IT to meet or exceed OLAs/SLAs
Create comprehensive metrics to generate weekly/monthly/quarterly reporting to not only minimize incident reoccurrences but also provide operational data to drive proactive solutions
Plan, coordinate, and monitor all follow-up actions by driving cross-functional technology team members to successful completion of assigned remediation tasks
Actively lead HQY’s weekly Change Advisory Board and own CAB policies, processes and supporting workflows
Create and refine a Change Management Data Base (CMDB) and understand the relationship of infrastructure topology

135

IT Incident Manager Resume Examples & Samples

Instigates and chairs technical bridge and management bridge conference calls and assign tasks to the relevant attendees; sends out the relevant reports after conference bridges and at the end of each incident
Sends email communications to a wide audience giving details of the incidents; send Executive Communications as required
Authoritatively and confidently guides high priority incidents to resolution; may be called upon to make decisions on behalf of the firm in the heat of the moment that may have production impacting implications
Statistical evaluation of incidents includes frequency/duration of incidents, incident categorization /prioritization and resolution rates for trending purposes
In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives
Identifies service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents
Provides technical analysis of significant or reoccurring incidents
Must be able to work unconventional shifts including on-call, nights and weekends
Extensive professional experience in incident management and understanding of Incident Management practices and skills
Strong working knowledge of financial institutions in terms of technology/infrastructure and their dependencies and requirements

136

New Incident Manager Resume Examples & Samples

Immediate response to incidents meeting entry criteria
Handles moderate to complex incidents including Significant Events and Sr. Leadership communications
Actively engages other IT groups and/or Business partners to drive service restoration as soon as possible, minimize business impact, and meet SLA targets
Documents incident details per exit criteria to Problem Management
Communicates incident status via established templates to various levels of the organization
Identifies opportunities for and leads process improvement initiatives, including the creation and implementation of new processes
Provides direction and coaching to Assoc. Incident Manager
Drives higher level escalations with operational support groups and suppliers
May be aligned to a Market IT organization, or a Hosting Technology service, and act as primary point of contact to
Provide named ownership for the Incident Management relationship in order to build a strong partnership. This includes understanding the business and the application portfolios or the technologies supported
Provide monthly analysis on trends and opportunities to improve Mean Time to Restore (MTTR) performance and stakeholder communications
Facilitate regular meetings to review performance and to drive improvement opportunities including process training
Consult with aligned area to ensure incident documentation (i.e. run books and support team coverage) are maintained and up to date
May provide end-to-end tracking of repeat incidents ensuring that they are resolved through the Problem Elimination process
Performs basic reporting and data presentation as required
Performs related duties as assigned or requested
Bachelor's degree in Computer Science or a related in technical discipline or equivalent experience Minimum of 5 years of related experience
Extensive working knowledge of Liberty Mutual infrastructure and application architecture
Related technical certifications in data networking, mid-range and mainframe OS and hardware architecture, storage systems, database, or software design a plus
Thorough knowledge of IT concepts, strategies and methodologies
Thorough knowledge of business functions and extensive understanding of business operations, strategies and objectives
Extensive knowledge of Process and IT service management concepts. ITIL Incident Control training preferred
Experience in technical problem solving and crisis management concepts
Ability to promote a team environment

137

Major Incident Manager Resume Examples & Samples

Be a focal and escalation point for P1 issues requiring more detailed and in depth investigations
Instigate and chair large technical bridges and hold senior management conference calls to advise LOBs of a major incident occurring in the environment
Partner with the P1M peers to assist in coordination and identification of Provide “Air Traffic Control” across the various technical estates to
Provide a command and control presence on technical bridges driving work streams and engaging resolvers
Establish and maintain relationships within the firm being able to fully support any critical incident as required during high-profile events
Review the Incident management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team in an effort to reduce P1 incidents
Professional experience in incident management, practices and skills or in IT operations in a financial institution
Strong working knowledge of tools such as HP Service Manager, REACT, CMDB, Remedy and collaboration tools such as Sharepoint

138

Incident Manager Resume Examples & Samples

Recognize and initiate escalation for all system difficulties or outages including switch, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines
Drive complicated system related issues to resolution across multiple services and groups with little or no supervision. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary
Work with highly technical staff supporting Windows, LINUX, UNIX and SQL production servers and network devices
Ensure a consistent method of incident management is followed, including classification, escalation paths and communication protocols
Respond to server and network related support issues affecting agent tools, and ensure they are resolved to the customer's satisfaction and accordingly to SLA
Maintain constant contact with any impacted contact centers throughout the duration of any crisis event to provide any needed assistance and report any situational changes to the business
Initiate and drive process changes designed to improve efficiency and customer satisfaction
Develop standardization and consistency through process, procedures, change control and workflow management to ensure service excellence
Partner with key teams across the organization to identify and track key metrics
Partner with technical staff to drive resolution of escalated customer issues
Work closely with other technology teams for the deployment, system requirement validation
Quickly and effectively learns new systems to rapidly identify potential solutions to assist the reduction of MTTR and/or prevent future service interruptions
Provide drafting and review of technical documentation/process/policy documentation and Trouble Shooting Guides for Tier I personnel
Provide subject area guidance and advice to team and/or internal business groups
Real-time monitoring of critical business operations and performance indicators at an interval level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence
*Shift schedule during training is M-F 8-5, but then will be Tuesday - Saturday or Sunday - Thursday. They also have an on call rotation.***

139

Incident Manager Resume Examples & Samples

Member of the Special Operations Team to Coordinate and Manage crisis/extended outage situations as part of the incident management function
Coordinate with various internal/external partners and/or International Service Providers as part of incident management function
Act as a point of contact for customer issues which get escalated thro’ Account Managers/Service Managers
Manage crisis situations by arranging conference bridges and war rooms
Provide updates to Senior Management on a need basis for such situations
Perform duties in line with ITIL practices
Ensure that service quality meet IDA code of practice and exceed Service Level Guarantee committed to corporate customers
To conduct analysis on Incident trending

140

Incident Manager With French Resume Examples & Samples

Promotes and supports standardization and continuous improvement
Between 1- 3 years ITIL Operational experience in the Incident Management process
French language - professional working proficiency
Relevant industry knowledge and technical Skills
ITIL Foundation and/or ITIL Intermediate certifications would be an advantage
Training and certifications: On-going In-depth training with current and emerging products and technologies
Flexible benefits: Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop
Compensation: Competitive salary package and relocation bonus for candidates outside West Area
Extra vacation days
Choose the country (Romania), then the desire position and click Apply Now
Complete the registration process

141

Incident Manager Resume Examples & Samples

Coordinate technical activities and resources and manage organizational communication to ensure timely resolution, adequate reporting and incident communications
Work with all issue resolution teams to ensure timely resolution of incidents
Identify service improvement opportunities through trend analysis and other proactive techniques
Publish monthly Incident Management metrics
Identify and drive service availability improvement opportunities by executing best practice techniques
Partner with other Incident, Problem, and Change Management teams within TravelClick for strategy and Planning
Contribute to the development and sustainment of an enterprise level problem and change management strategy
Ensure that all new services are documented to deliver the levels of supportability required by the business, and assist in the validation of the final documentation to meet the minimum levels of support agreed by the business for IT services
Lead or Participate in Root Cause Analysis investigations to identify and drive out required Action Items to ensure no repeated issues are encountered
ITIL Foundations required (ISO/IEC 20000 Foundation may be substituted for ITIL Foundations)
BA or BS degree (Computer Science or related field) preferred. Experience may be substituted for education
Experience in enterprise scale IT departments highly desired
Proven Knowledge of clustering technology a plus
Proven knowledge of data storage solutions a plus

142

Major Incident Manager Resume Examples & Samples

Own all communications during a major system outage
Experienced successful high level Major Incident Manager
Incident and problem management experience

143

Major Incident Manager X Resume Examples & Samples

Total ownership of incidents, problems and change activities that affect service
Ensuring management and business is kept updated as required
Ensure post event/incident follow-up actions are addressed as published in any/all preliminary/final analysis
Review communications history for executive alerts, coaching those who produce alerts that do not meet or exceed our quality and timeliness standards
Customer facing skills
Experience with Remedy
Experience with Training & Project Management
Understanding of internal customer business needs
In-depth industry knowledge
Working knowledge of relevant network protocols (e.g. TCP/IP, UDP, NFS, NTP, OSI, VPN, NAT, TLA)
Understanding of multiple operating systems such as HP-UX, Solaris, & Linux

144

Major Incident Manager Resume Examples & Samples

Engage on all Major Incidents and establish Technical & Management Bridges as required
Assist with non-Major-Incidents upon request from Service Delivery Managers or Service Desk to be raised as Major Incident and ensure the participation of required technical resources and senior tower management in technical bridges
Establish and maintain customer updates during the incident according defined channels as well as be responsible for provider Management communications via mobile messaging and email
Ensure good consistent quality updates are maintained and create a Major Incident record in ITSM tool, update and maintain quality of the data in the record
Gather appropriate resources (Management and Technical) and if applicable customer representatives and subject matter experts into the Major Incident Resolution Team
Build strong linkages with all core ITIL processes as part of the end-to-end process (e.g Problem Management)
Graduated successfully from university with a degree in Computer Science or MIS or similar qualifications with a technical and/or business background
At least 10 years of professional experience in complex and/or global projects/service- operations as well as Management Communication and Quality Management
Minimum 5 years technical experience within IT as well as in-depth knowledge of incident management and other service management processes
Applications or an infrastructure background with Service Management experience
Experience working out of hours shift patterns, on-call duties are likely and out of hours work may be required at short notice
The ability to perform in a high pressure environment
Lead and stay in command

145

Major Incident Manager Resume Examples & Samples

Manages the Incident triage calls, which serves as the single escalation point to Incident Managers. Assess incident priority based on potential risk / business impact and urgency
Keeps the incident ticket compliant with the required information and regularly updated
Chairs technical meetings and manages tasks across allocated resources from multiple teams. Prepares incident Runsheet and ensures tasks are completed on time and in good quality
Decides and triggers both technical and hierarchal escalations
Invokes and assists on implementing BCP procedures for infrastructure, applications, resources and offices when required
Manages emergency power downs of devices in the data centre or communications room
Reviews and sponsors Urgent changes required to resolve an incident or to meet target deadlines

146

Incident Manager Resume Examples & Samples

1) At least 4 years' experience supporting an operations or production environment
2) At least 3 years' experience setting up the processes of addressing/solving problems in a production environment
3) At least 3 years' system administration background/concepts (Linux SSH capabilities)

147

Incident Manager Resume Examples & Samples

Knowledge of infrastructure technologies such as, but not limited to, different Unix service platforms, Wintel systems, relational database systems, networking protocols and topologies, and collaboration technologies
Vendor management/relationship experience
Service management toolkit experience such as Remedy
Cloud technology exposure

148

Lead Major Incident Manager Resume Examples & Samples

Take full responsibility for Major Incident management from initiation until an acceptable client work around is in place
Will assess, react, manage, resolve & restore the services
Own all communications during a major system outage to all internal & external key stakeholders
Modify Major Incident Manager Procedures and Responsibilities on an as needed basis
Skills Required
Customer facing skills including managing senior key stake holders
Experience working within Service Management Tool Sets such as; Remedy, Service Now & Astea Alliance

149

IT Central Incident Manager Resume Examples & Samples

Managing all activities required to establish the means to resolve incidents and restore business services rapidly as possible
Executes the Global Major Incident Management process tasks in adherence with established processes
Ensuring that the appropriate communications are sent to senior management keeping them informed of the incident and its impact
Managing outages, performing impact assessments, managing and coordinating resolution, including incident calls, escalating (both technical and hierarchic), as well as coordinating all incident support activities
Manages day-to-day delivery of the major incident management process. This includes managing and coordinating resolution, escalation (both and hierarchical), as well as coordinating all major and non-major incident activities
Capture, triage and escalate incidents to technical teams as necessary. This includes actively engages other IT support groups to manage service restoration as soon as possible, minimize business impact and meet SLA targets
Performs initial impact assessments with classification and prioritization of incidents
Open internal troubleshooting communication channels (incident conference bridge) using established processes and tools and communicate progress and resolution messages to appropriate stakeholders
Keeping internal partners and stakeholders aware of the status and progress towards resolution of assigned incident
Provide incident reporting, including detailed description of incident from detection through resolution. Manages and ensures that incident records are fully documented both during and after incident, gathering and recording the full incident timeline of events, including monitoring incident details
Tracking process efficacy using established Key Performance Indicators (KPIs) according incident milestones: detection, diagnosis, repair, recovery and restoral
Manage continual service improvement across Incident management department and work with our partners to deliver improvements across people processes, and technology in order to increase stability and availability of IT services
Assist with management visibility into Service Quality and process effectiveness with comprehensive reporting based on well-designed metric
Manage and ensure the delivery of post-mortem incident reviews with stakeholders, managing towards root cause identification if possible, potential corrective actions and creation of incidents summaries
Works across two shifts in a 8*5 and weekend on-call supporting a global operational team (Global Support Model), whose primary function is to manage all major incidents until resolved
The successful candidate will be a team member of 5 CIM's and must have the ability to perform well under pressure, managing numerous competing priorities
The candidate will be extremely customer focused while ensuring incidents are managed with assertiveness while aggressively mitigating impact to restore service customers
Excellent IT operational support background, within a complex enterprise scale, process driven environment
Good analytical capability, with ability to apply it towards analysis of processes, metrics to manage and deliver improvements
Highly motivated with solid sense of ownership and responsibility; takes initiative to manage improvements, and grow skills over time
In-depth understanding of technology, with capability to ask the right questions, filter responses, & challenge information if it does not fit
Proven coordination and leadership ability in the context of being able to manage large groups of technical contributors during major incidents and retain control of fast paced conference calls
Minimum of 5 years industry experience
Solid operational, helpdesk or support background involving level 1 and level 2 analysis and resolution of problems
Knowledge and/or exposure to, several different technical disciplines such Unix, Windows, networks, mainframe, Web, database
Excellent oral & written communication skills
Experience of management frameworks such ITIL v3
ITIL v3 certificate is required, IITIL Intermediate certificate would be an advantage
Previous experience as a Leader would be an advantage

150

Critical Incident Manager Resume Examples & Samples

Responsible for maintaining daily tracking of delivery schedules and Service level agreements
Provide detail reports to all levels of management and staff about the current status of delivery, delivery strategies, vendor performance, and industry trends
Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware
Maintains passwords, data integrity and file system security for the desktop environment
Recommends hardware and software solutions, including new acquisitions and upgrades
12 years of IT Operational or Business Operations experience delivering, managing and improving service

151

IT Major Incident Manager Resume Examples & Samples

Ensuring that the appropriate communications are sent to senior management keeping them informed of the icident and its impact
Making decisions required to reduce impact
Have extensive major incident management experience and will grow a deep and wide understanding of our critical systems, services, processes and orgnization
Establish and grow relationships with senior team members, global business and technology contacts
Experience with IT process related industry best practice frameworks & standards
Motivated with a committed sense of ownership and responsibility; takes initiative to drive improvements, and grow skills over time
Ability to maintain a professional demeanor while being assertive
Good interpersonal & relationship skills, with team oriented collaborative approach towards addressing challenges
Ability to adapt to a frequently changing environment
ITIL v3 Certifications(s) a plus

152

Incident Manager Resume Examples & Samples

Management of Severe (S1), Major (S2), Minor (S3) impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues
Undertake post incident reviews, with the focus on identifying process or operational improvements
Participation in the teams weekend on call rotation when sufficient team experience has been gained
Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management
Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential
Strong organizational skills ? the ability to effective manage multiple tasks simultaneously

153

IOC Incident Manager Resume Examples & Samples

Bachelor’s degree required or equivalent combination of education and experience
3-5 years of general experience in one or more of the following areas; PC support, Networking, Applications, Programming Languages, Databases, Server Technologies etc
Must be available and willing to work from 6 PM to 6 AM Mountain Time on a rotating schedule of 3 days on, 4 days off/4 days on, 3 days off
Work effectively as part of a support team, foster team cooperation
Effectively communicate technical information to both technical and non-technical personnel
Ability to provide remote support effectively
Require a low level of supervision and will base decisions on experience
Appreciates working in dynamic, fast paced environment

154

Incident Manager Resume Examples & Samples

Provide support and participate in the Change Control Board and change control process
Provide appropriate inputs to the problem management process, RCA preparation
Develop an understanding of the clients organizational structure and infrastructure environment
Drive group chats and bridge calls effectively to resolve incidents
Prior experience of sending out executive alerts/communication mailers
Handle conflict situations and make quick decision while driving incidents
Operations working knowledge on ITIL Environment
Manage and drive third parties to the quick resolution of incidents
Good understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email and Messaging Services and Networking, etc)
Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management

155

Incident Manager Resume Examples & Samples

1 year of Tier 1 technical support experience
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

156

IT Incident Manager Resume Examples & Samples

Producing management information, including KPIs and reports
Monitoring for process effectiveness and making recommendations for improvement
Ensuring that all IT teams follow the incident management process for every incident
5+ years of related network / infrastructure experience
3+ years of experience as an Incident Manager experience in a large - scale, multi - platform environment, supporting 24x7 operations
Background in technical support, operations or systems engineering and architecture
Strong fault finding / diagnostics / trouble - shooting skills
Effective time management skills; with the ability to process multiple tasks simultaneously
Experience with prioritizing tasks due to shifting priorities
Ability to apply expert knowledge of enterprise operations to the most complex problems and to direct, train, and guide less experienced staff
Excellent technical, organizational and management skills
Proven strategic thinker, strong decision making and delegation skills
Proven to be dependable, accurate and results focused
Accreditation for ITIL framework
Strong interpersonal skills and focus on building a strong team culture
Strong verbal and written communication skills
Calm under pressure with the ability to multi task and re - prioritize workload accordingly

157

IT Incident Manager Resume Examples & Samples

Perform analysis of business issues, provide recommendations for possible solutions, work with Business users and IT project teams to drive decision making and define requirements for application development, ensuring that business needs are being met
Work with IT and Business partners to build support processes and procedures, provide ongoing support to manage application SLA’s, resolve a majority of the problems and fulfill service requests that do not require application development
Analyze opportunities to improve application reliability, provide recommendations for possible solutions, work with IT and Business partners to implement solutions that enhance application and infrastructure reliability
Assist with the development and maintenance of the business requirements process used to define requirements for systems projects, assist with the definition of project scope and create appropriate scope documentation
Strong requirements elicitation and conflict resolution skills
LI-EV1

158

Incident Manager Resume Examples & Samples

Monitor the workload per Incident Analyst
Monitor the incidents to ensure that the Service Level Agreement are met
Ensure the closure of all resolved and end-user confirmed Incident records
Bachelor's Degree in Information Technology
5 years experience in IT management or Incident Management

159

Incident Manager Resume Examples & Samples

Coordinate Service Restoration Teams (SRTs) in effort to restore services disrupted by failure of infrastructure components
Work closely with program resources to manage and report status of critical incidents
Ensure that appropriate government and CSC personnel are notified of critical incidents and the progress being made to restore service
Provide ad hoc briefs to government and CSC personnel on the status of critical infrastructure degradations and outages
Strives to execute activities with integrity and an uncompromising spirit of customer advocacy and commitment
Experience in Response Management
Previous experience in a support or customer-facing role
Ability to coordinate a large group of analysts, engineers, other support staff, and managers in the resolution of critical incidents
Ability to take charge of an incident and see it through to resolution
Ability to focus on service restoration without being sidetracked on determining root cause
Experience working with BMC Remedy

160

Incident Manager Resume Examples & Samples

Bachelor's Degree in Computer Science/Engineering or related field
Knowledge of various internet related technologies (HTTP, DNS, network protocols, Unix, streaming)
Strong analytical skills and technical writing skills
Excellent communicator who can disseminate information (verbal and written) in a clear manner to both business and technical audiences
Must be independent, self-motivated, team player with a people-oriented personality capable of managing multiple priorities and commitments
Strong team player who enjoys working in a fast-paced and sometimes high pressure atmosphere
Experience developing methods and best practices for delivering outstanding service and participating in knowledge sharing
Experience of Web site and / or Media delivery

161

Major Incident Manager Resume Examples & Samples

Command high profile, major and crisis technology incidents within complex environments with complete confidence
Engaging internal and external support resource globally
Responsible for effectively validating the full and/or extended incident impact, assigning the relevant severity of all incidents and executing the correct level Incident Management process timely
Accountable as single source, delivering clear, timely and accurate stakeholder and technical communications, across the business and technology, including senior and executive management
Own the all problem management activity for managed incidents. Driving with focus and urgency the mitigation of root cause
Produce comprehensive incident and problem reports to a variety of audiences in a variety of formats, ensuring effective publication at senior and executive management level
Drive positive collaboration across all operational and technology functions, leading initiatives and improvements across the organisation
Lead high profile meetings and events with attendees up to and including director level, demonstrating the ability to chair with clear structure and authority
Govern the incident management end to end process with cross Technology teams and external vendors, ensuring all KPI’s are met and a high standard of management and reporting are consistently achieved
Support and participate in the management of disaster recovery and contingency tests for all technology platforms
Extensive experience in a related senior role of Incident Manager or Recovery Manager with problem management responsibilities
Experience operating in multi-platform technology environments such as customer management, web, networking, mobile apps, broadband, IPTV, and mobile
Experienced working in a GLOBAL organisation
Demonstrate strong leadership skills driving a global virtual resolution team with confidence and authority
Excellent organisational and communication skills. Can consider the audience and tailor communications in a relevant and consistently effective manner, both verbal and written
Experience and aptitude for managing senior stakeholder’s relationships
Ability to influence and lead technical conversations with various technical support groups
Ability, motivation and aptitude to lead in a high profile, ever changing environment, driving the team, intense situations, as well as multiple initiatives all at once
Demonstrate the ability apply the relevant methodology questioning which will drive effective troubleshooting and rapid recovery of performance
Knowledge and understanding of ITIL processes

162

End to End Incident Manager Resume Examples & Samples

Ensuring all incidents across the estate have an owner and are being progressed
Ensuring at least 99% of all incidents & requests are resolved within SLA
Driving achievement in all incident related KPIs
Following the escalation process for non-compliance
Maintaining and provided regular commentary around service reports
Keeping a close eye on SLAs and ensuring they aren't breeched
Owning and driving the incident management processes

163

Wealth Management Incident Manager Resume Examples & Samples

Providing team coverage 24x7
Work with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the TOCC)
Assist in driving educational, training and communication programs surrounding the TOCC
Strong organizational skills; the ability to effective manage multiple tasks simultaneously
Crisis management skills

164

Major Incident Manager Resume Examples & Samples

End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business / Customer updates are timely and of sufficient quality, arranging discussions and updates as required
Ensure that all modes of communication are effectively used throughout the incident life cycle
Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks
Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan
Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base
Driving, developing and managing the major incident process and associated procedures / systems
Providing consolidated production incident metrics to the Head of Technology Operations and Operations Centre Manager along with resolution rates
Develop and Maintain a Skills matrix around agreed Critical Systems for use in Incident Situations
Be an Evangelist for the Incident Management Process
Please note that this role will operate on a 24/7 12 hour shift pattern*

165

Incident Manager Resume Examples & Samples

Prioritize incident handling as defined by business impact
Plan, coordinate, and control the restoration of complex and high impact system incidents that occur within the production environment of clients’ systems
Alert incident recovery progress
Drive all major incidents by adhering to IBM Global Major Incident Management processes and additional agreed client processes
Act as the central communication point for major incidents – all Severity 1 and 2 issues as required. Document incident handling and progress
Develop strong working relationships with support teams and management, and liaise with areas as required
Train and mentor other team members in process and techniques used to manage major incidents
Perform incident analysis during quiet periods
Comply with all assigned roster models and their associated rules
Submit Post Incident Review report to IBM leadership and to the client. Chair a post mortem incident review
Demonstrated management / leadership activity, including leading others with confidence and effectiveness
Must be assertive and show initiative in all activities
Must be analytical and decisive
Must have extremely strong written and verbal communication skills
Strong background in the IT industry
Desktop skills
Network concepts
Strong leadership, interpersonal and team skills
Comprehensive understanding of IBM Global Services business and organisation structure
Comprehensive understanding of the Problem and Change Management disciplines, policies and standards
Eligible for government account security clearances
Comprehensive understanding of the functions, responsibilities and product / tools used within Service Management

166

Incident Manager Resume Examples & Samples

Experience of managing live incidents with the ability to work confidently under pressure
Excellent organisational and prioritisation skills with a high level of accuracy and attention to detail
Ability to work on your own initiative with minimal direction
Experience of working in a FCA regulated organisation, preferably a Bank
Structured problem solving skills
Show evidence of consistency and progression in career to date

167

Incident Manager Resume Examples & Samples

Develops procedures for incident triage and management, metric and measure creation, management and administration of monitoring tools
Ensures that technical issues are responded to and that normal service operations are restored as quickly as possible
Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management
Identifies persistent or recurring problems and recommends creative solutions
Maintains escalation and contact lists for mission critical assets
Monitors applications for most efficient operation, identifying fault conditions as well as opportunities for further optimization
Recommends opportunities for process improvement
Reviews and revises incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
Reviews core operational performance metrics for the Comcast Converged Products environment
At least 3-5 years of experience in a technology operations setting
Ability to adjust to changing priorities and make quick decisions with limited information
Availability to be on call off hours
Effectively triage and resolve incidents, assist in change management and deployment support
Excellent organizational, communication, customer service, problem solving and interpersonal skills
Experience in supporting business objectives in a partnered/outsourced mod
High level of energy and strong drive are essential attributes in this role
Scripting / programming experience desired
Strong hands-on technical experience (previous experience as a Linux/Unix system administrator is preferred) with a focus on problem solving
Strong organizational, communication, leadership and customer service skills
Understanding of cable and IP technologies (including Tru2way) is a plus

168

Incident Manager Resume Examples & Samples

Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes
Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems
Regularly iterate on the incident management process using data gathered about the frequency and severity of incidents
Collaborate with other departments to identify and/or procure service management software for internal staff and external clients
Liaise with vendors for the procurement of new systems technologies, oversee their installation and adoption, and manage vendor relationships, always looking for opportunities to improve the quality of service
Lead several incident response teams across the organization for the duration of escalated incidents
Design and enforce request handling and escalation policies and procedures
Coordinate the transfer to the problem management process where necessary
Monitor and test fixes to ensure problems have been adequately resolved
Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution
Track and analyze trends in incident reports and generate statistical reports
Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations
Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
Oversee the development, implementation, and administration of incident management training procedures and policies
Train, coach, and mentor all support tiers
Strong financial management experience is a plus
Exceptional knowledge of computer hardware, including IBM Blade Center, Cisco UCS, IBM XIV, NetApp, Palo Alto, F5, NetScaler,
Significant experience with desktop and server operating systems, including Windows 7, 10; Windows Server 2008, 2012; Linux
Extensive application support experience with Active Directory, Exchange, SQL, IIS, Citrix, and VMware
Working knowledge of a range of diagnostic utilities, including SolarWinds and Service Now

169

Incident Manager Resume Examples & Samples

In this highly visible role as Incident Manager you will
Acts as a single point of contact for large incident resolution through escalation and management across multiple divisions of Cisco
Lead/Drive cross-functional teams to satisfy escalations
Provide executive level status updates through the lifecycle of an incident-Verbal/Written
Involved in analyzing trends in shaping continuous improvement through business analytics and metrics

170

Major Incident Manager Resume Examples & Samples

Execution of Major Incident process tasks in adherence with global and local requirements
Maintain the operational integrity and service continuity by the management of P1/P2 incidents through established channels
Apply standard Incident Management techniques to ensure disruptions to service stability and outage times are kept to a minimum
Host conference calls (Technical and Managerial) and facilitate effective incident management through-out the incident lifecycle, in-line with agreed service definitions
Drive Service Management best-practice and ITIL process compliance across the business
Provide communication to business and IT colleagues through the MIM process, during the major incident lifecycle, until resolution
Maintain measurements, KPI and Service Level reporting for global service delivery, relating to Major Incident management. Help maintain strategic, tactical and operational reporting structure up to and including CIO level
Produce and maintain the MIR’s (Major Incident Reviews) to a variety of audiences including senior and executive management level
Work alongside other MIM members, Change, Problem & Config teams as required within the operational arena
Act a point of escalation for incidents from the business in line with the MIM escalation process. Participate in change management process; attend CAB meetings and enforcing change process compliance throughout all supported infrastructure
Any other duty as deemed relevant by the Major Incident Management Team Leader sees fit
Be able to work rotational on call weekends and bank holidays
Communication and collaboration skills to articulate, rationalize and document items
Ability to understand complex business problems and needs
Diplomatic, with the ability to act in an often complex business environment
Ability to work independently with limited guidance and able to collaborate remotely with other team members across the globe
Show strong interpersonal skills, competence in the English language, excellent written and verbal communication skills required
Have strong analytical and problem solving skills
Show proficiency in the application of most Microsoft products (MS Word, MS Excel, MS PowerPoint, MS Outlook)

171

Major Incident Manager Resume Examples & Samples

Develop strong working relationships with support and delivery teams, management and liaise with support areas as required
Train and mentor other team members including Service Restoration Managers and Problem Managers in process and techniques used to manage major incidents
Providing updates to senior management on the status of P1 & P2 incidents
Drive/owns Management/technical checkpoints & IBM internal meetings to ensure corrective action is being taken to restore service/s
Attendance at daily Operations meetings provided there are no P1 incidents running
Aid with identifying problem management trends

172

Incident Manager Resume Examples & Samples

Minimum 3+ years relevant experience
ITIL v3 Foundation qualification
Experience with ServiceNow tool (or very similar) with strong understanding of service management principles it supports
Demonstrable experience in ITIL functions & processes – specifically Incident Management
Prior experience in standardization of incident management practices at process, data, reporting and tool level
Data Analysis & Data Mining experience
Capability to identify and evaluate significant risks and identifying appropriate mitigation mechanisms
Effectively build partnerships and influence senior managers and stakeholders
Good knowledge of MS Excel, PowerPoint and Word
Strong organization and presentation skills
Good listening & spoken communication skills in English
Good at prioritization / categorization / investigation / resolution skills
Strong sense of ownership / responsibility / assertiveness / pro-activity
Advanced ITIL qualification in Service Transition, Service Operation or Continual Service Improvement
Able to develop an end state vision for the process
Knowledge of the software development life-cycle
Basic knowledge of T-SQL querying and accessing Database engines
Advanced Excel skills (formulas, pivot tables and charts)
Prior experience with building self-services methodology for End-Users

173

Incident Manager Resume Examples & Samples

Complete documentation for business requirements which guide application development efforts, working closely with the Development team and Business teams to ensure successful implementation of business requirements
Perform analysis of compliance vulnerabilities; work with IT and Business teams to eliminate vulnerabilities, support internal and external audit related activities
Communicates project status and escalates issues as needed
Proven organizational skills with the ability to develop a detailed work plan to ensure project success
Possess excellent written and verbal communication skills. Strong requirements elicitation and conflict resolution skills

174

Incident Manager Division Shared Services Resume Examples & Samples

Own the global Incident Management process
Provide leadership and drive the efficiency and effectiveness of the process
Monitor the effectiveness of incident management and make recommendations for improvement
Set-up interfaces with Problem, Change, Configuration and Release Management
Ensure provision of incidents to Problem Management
Ensure the corporation is aware of the current Incident process and all teams follow it for every incident
Carry out collaboration meetings with Team Incident Managers
Produce management information, including KPIs and reports
Escalation point for Incident Management out of the departments within the group; central communication point for major incidents

175

Major Incident Manager Resume Examples & Samples

Knowledge and experience in multi-platform Technology environments
Experienced working in a global organization
Experience and aptitude for managing senior stakeholders relationships
Strong crisis management skills – able to direct work and remain calm in stressful situations
Knowledge and understanding of ITIL processes (ITIL Foundations Certification)
Demonstrable knowledge and understanding of complex support systems and processes
Not afraid of conflict, can influence at all levels and can work in stressful situations

176

Incident Manager Resume Examples & Samples

Experience in a IT managed services environment (ITSM)
Previous incident coordination experience
Strong stakeholder management / problem solving skills
Understanding of how data environments work and an interest in analytics

177

Incident Manager Resume Examples & Samples

Graduate with minimum of 6+ years of professional experience within technical/telecom industry, preferably in Network Operations Center environment
Exceptional and personable written/oral communication skills
Ability to interact with people/groups of widely varying disciplines, cultures and backgrounds
Communicate confidently and assertively with different management layers as required
Strong Incident management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business’ satisfaction
Proven track record in facilitating the resolution of complex, mission critical problems in high availability systems with a strong customer focus
Technical background and strong understanding of BT Products and Resolver Groups
Ability to coordinate a large group of technical contributors during high priority incident and retain control of a fast-paced incident bridge call

178

Problem & Incident Manager Resume Examples & Samples

Previous experience in an outsourced IT environment
Excellent customer facing and communication, presentation skills for all levels
Knowledge and experience using Service Now and Remedy toolsets
Experience with managing Incident and Problem Management lifecycle to ITIL guidelines (ITIL v3 Foundation minimum
Excellent Stakeholder management skills with Pro-active problem solving skills

179

Incident Manager Resume Examples & Samples

Ensure all Incidents are managed effectively through the Incident Management lifecycle and are documented accurately in the Service Management Toolset
Lead the recovery effort of Major Incidents by chairing the Incident Bridge Call and ensuring all appropriate incident communication and escalation takes place in a timely fashion, as required
Arrange and hold Post Incident Reviews to understand and document: impact; timings; recovery actions; root cause; and lessons learned
Ensure that Major Incidents are related to existing Problem/Known Error record(s) or that new Problem/Known Error record(s) are raised
Produce and deliver Major Incident reports to clients and FIS Management within agreed Service Levels
Ensure all additional mitigation tasks (identified by the Post Incident Review) are raised on the system, related to the Problem Investigation or Known Error and have agreed owners/target dates
Contribute to any regular reviews or meetings related to Incident Management, as required
Work to ensure all incidents are accurately recorded and managed in line with the Incident Management process via the associated tool-set
Ensure all work is delivered to contractual SLAs and/or agreed timescales
Produce accurate statistical reporting for Incident Management and deliver to appropriate stakeholders agreed timescales
Contribute to the introduction and ongoing review of all Incident Management procedures, documentation, and statistical reporting
Manage and prioritise workload efficiently, ensuring any concerns regarding delivery are escalated promptly
Support and assist the wider Service Desk and Problem Management functions as and when required

180

Incident Manager Resume Examples & Samples

Minimum 3+ years of experience in the Information Technology sector as well as in-depth knowledge of incident management and other service management processes
Experience with reviewing and revising incident management processes, policies and procedures
Experience working in a 24x7 environment and familiarity with best practices
Familiarity with MySQL required
Strong analytic, troubleshooting and problem solving skills, attention to detail
Ability to analyze different components of the infrastructure and application environments during Incident triage calls
Experience with data analysis tools such as Tableau a bonus
Excellent leadership, organization and client management skills
Experience with Confluence and various ticketing tools such as Jira, SysAid and FreshService
Excellent verbal & written skills in English
ITIL Foundation Certification is a bonus

181

Incident Manager Resume Examples & Samples

Participate in Root Cause Analysis, Corrective Action planning and Continuous Service Improvement initiative development
Work with the technical leads and other relevant stakeholders across the IT Enterprise to embed the Service Management framework
Engage Support Group leadership on stalled ticket/incident resolution
Monitoring the queues and assign unassigned incidents to available assignees
Notify Service Delivery Management Team and when applicable the Remedy Team about any Remedy issues
Review Soon to Breach Report at least daily and follow up telephonically or messenger with assignees and/or supervisors for the tickets that are at risk to breach the Service Level
Review tickets that are potentially out of scope and escalate as necessary to the Deputy Regional Manager or Regional Manager
Responsible for tracking and monitoring aging incidents within a support group and determining if an incident, work order or CRQ needs to be escalated according to priority and severity of issue
Identify potential problems and/or increasing trend of repetitive incidents. Report findings to the Problem Manager
Monitor and analyze the workload of each assignee and support group
Conduct ticket quality audits in accordance with program documentation. Report findings to Site Supervisors and Regional Management

182

Global Incident Manager Resume Examples & Samples

Own the technical recovery bridge (call) to drive all diagnostic and resolution activities including the identification and engagement of all resources needed to resolve the incident
Participate in process improvement to ensure improved future performance of the team
Actively design and manage personal improvement plan to set and meet team and individual performance goals including being a mentor and coach for junior members of the team
Participate in post-incident reviews and problem management activities
Experience in Technology; Production support experience preferred; Application Development experience a plus
In-depth knowledge and understanding of Incident Management practices, skills and tools
Strong oral and written communication skills, able to communicate with senior Technology and Business management
ITIL training and certification preferred

183

Major Incident Manager Resume Examples & Samples

Managing, facilitating, coordinating and escalating Severity 1, 2, 3 incidents which are impacting Citi Business and Technology Services throughout the Globe, using defined reporting, escalation and notification processes and procedures. Chair and drive Service restoration calls. Timely escalation of critical and unresolved Incidents to appropriate levels of management is paramount
Responsibility for expediting Services restoration by working closely with other teams including data centres, command centres, network command centres, subject matter experts (SME), vendors and business aligned technology teams
Work with relevant CTI and non-CTI group/units to comply with the Incident and Problem Management process, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting in full compliance with CITMP standards on Incident and Problem Management
Participation in all TI incident resolution calls impacting EMEA and notified to the ICT to facilitate incident determination, recovery and resolution, calling upon internally aligned groups where appropriate. Professionally represent one self at all times, regardless of audience or seniority
Identification and tracking of associated follow-up tasks to restore or stabilize Service, documented within the appropriate Problem Management system
Experience of working within a large scale multiple platforms environment, supporting a large number of devices, financial applications and services
Proven IT Incident and Problem Management skills
Knowledge of IT components and systems used in financial institutions, allowing efficient discussions with technical support groups (LAN/WAN/Voice/Unix/Linux/Windows/Storages/Databases/Middleware/IT security/Business systems and applications)
Usage of a Professional Incident/Problem Mgmt. package, such as Service Now
Usage of commercial software, such as MS Word, Excel, Outlook, OneNote, Project, Visio etc. is essential

184

IT Incident Manager Resume Examples & Samples

Act as the Incident process Manager within the program
Ensure that all Incidents are resolved within the agreed time frame
Manages Business communications when escalations occurs and during major incidents
Initiate escalations to ensure that incidents are being resolved promptly
Monitor and report on the performance of the help desk and the incident management process
Make recommendations for process and tools improvements
Identify major Incidents and ensure that management is notified
Build the corrective actions plan and implement corrective actions
Participate or lead various meetings pertaining to the function
Bachelor degree in computer science or equivalent
15 years Working experience in IT operations
Minimum 10 years managing staff
Demonstrated experience at managing team larger than 15 to 20 employees, direct and indirect
Knowledge of ITIL service management frame work
Excellent verbal, written and technical communication skills to interact with individuals from various levels and departments
Experience with IT incident and Problem solving
Working knowledge of fundamental operations of IT service management relevant software (ex: HPSM),
They are not looking for someone that has done service management or implementation. They need someone that can managing the team and be hands on with the incidents. The manger mentioned people that come from places like UPS or FedEx would blend well into their environment. People that have worked at Financial companies have not worked out

185

Major Incident Manager Resume Examples & Samples

Validate Major Incidents
Coordinate/Authorize recovery actions and plans for Major Incidents
Execute notifications and escalations as defined in the Standard Major Incident Management Process including Executive Alert notification
Ensure that accurate timelines of recovery plans and activities on Major Incidents are documented
Manage Major Incidents to resolution when engaged
Ensure the appropriate level of technical or business skill is actively engaged
Participate in post Major Incident root cause analysis (RCA) as requested
Assess Major Incident impact in a timely manner
Be accountable for event recovery
Give authorization of any Major Incident recovery actions
Provide direction on a Major Incident technical bridge call
Establish a communication checkpoint schedule with the Service Management team on Major Incidents

186

Incident Manager Resume Examples & Samples

Strong understanding of IP network infrastructures desired
Working knowledge of Web technology (Sun Java One, Apache, etc.)
Ability to work effectively in a team and with clients desired
Strong interpersonal skills, including superior verbal and written communication; attention to detail; and strong organizational skills, preferred
Experience in an ITIL environment is preferred

187

Incident Manager Resume Examples & Samples

For all open Incidents in which responsible, maintain both copies (Verizon system copy and a customer copy) of the Incident work log updated at regular intervals as defined in the Operations and Procedures Manual
Work in customer's ServiceNow system to ensure tickets are addressed
Assume end-to-end ownership of critically assigned incidents through resolution
Coordinates with the technical experts fault resolution efforts between necessary parties (e.g., on-site technicians, third party vendors, external telecom service providers)

188

Critical Incident Manager Resume Examples & Samples

Manages escalated and top priority incidents up to and including resolution
Makes sure appropriate support staff from DXC and/or 3rd party vendors and required procedures are available to: Categorizes and prioritizes incidents; Coordinate the resolution progress of incidents; Communicates with the account community and the customer
For all escalated in scope critical incidents: Qualifies the business impact; updates the incident description and impact including risk and security assessment as needed
Engages and leads appropriate support staff to: Prepares action plan to restore services as quickly and efficiently as possible with minimum impact on customer
Defines, establishes and executes the communication plan
Facilitates technical decision making with DXC delivery leads and customer personnel for actions including changes and workarounds
Provides forensics to support the Problem Management process as part of the Post Incident review phase
At least 2 years of experience in managing critical incidents
Advanced Business Process Knowledge
Fluent in verbal and written English
Customers (Internal/External) Service Request Handling
Strong communication skills: verbal, written, presentation and facilitation
Self-motivated and self-driven without need of detailed supervision
Ability to prioritize and perform multiple tasks
Ability to work under pressure and handle stressful situations in a calm manner
ITIL Foundation Certified is considered advantage
Food vouchers

189

Incident Manager Resume Examples & Samples

Provide governance and oversight of the Enterprise Wide Incident and Problem Management processes and the respective sub processes
Act as an escalation point for vendors and stakeholders of the Incident and Problem Management processes
In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices
Drive ITIL maturity in both incident and problem management
Drive maturity in Incident Management and Problem Management practices to proactively identify and remediate environmental issues that may lead to instability
Assist with the production of major incident reports for major incidents and investigations as well as internal notification to senior management
Work with infrastructure and application support teams to drive closure of follow up actions identified through incident and problem management
Carry out proactive quarterly trending on ticket volumes to identify underlying issues and root causes, prioritise and manage these through to resolution
Co-ordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure
Monitor and measure team performance related to overall management of major incidents and assist in providing feedback and improvement plans as required
Develop incident management reporting capability to demonstrate adherence to the established process
Ensure that post incident reviews are completed and details are smoothly handed to problem management as per established process
Manage major incident technical audio bridges during periods of high volume as required
Proficient in the knowledge of IT applications, systems and infrastructure, including good/excellent knowledge of MS Office and Service Now
Substantial experience in Service Management/Incident and Problem Management
First class report writing skills, ability to develop and present ideas and reasoned arguments clearly and concisely to various audiences
Demonstrates excellent communication skills, a confident and articulate presenter to internal/external audiences, exercising appropriate discretion in dealing with people from all levels of the Company
Attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies
Strong knowledge of industry standard service management toolsets and their capabilities
ITIL Foundation qualification and demonstrate working knowledge
Ability to build effective working relationships (both internally and externally), establishing credibility amongst a wide and demanding client group
Ability to influence technical resource teams to undertake necessary actions in the restoration and maintenance of a stable IT environment

190

Critical Incident Manager Resume Examples & Samples

Coordinate activities with internal management and technical staff to restore service as quickly as possible
Contribute to developing staff to ensure cross program collaboration and team work,
Perform, coordinate and facilitate incident resolution and engage support teams as required
Interact with the incident/problem management system to create incident documentation that includes information about the results of the root cause analysis/work around, approvals (who/when), and corrective action plans
Apply technical knowledge and excellent analytical skills to facilitate resolution of incidents and restore service to normal operations in support of Program SLAs
Where applicable, escalate incidents for resolution, avoid reoccurrence or close incident. Identify the resources to whom the incident should be escalated. Convey appropriate urgency and importance to identified personnel and Program Management
Facilitate communications with customer, team members and suppliers to ensure the actions and changes that may affect them are known. Document commitments and action items
Ensure team Interacts with the incident/problem management system to implement, monitor and close incidents
Manage the Root Cause Analysis process to ensure SLA’s are met and quality documentation provided
Conduct risk assessment of change requests as appropriate
A Bachelor’s Degree is preferred but not required and 10 years plus experience. 14 years of experience can be substitute in lieu of degree requirement
ITIL v3 certified, Microsoft Certified Professional, with 3-5 years’ experience in developing, implementing, supporting and training various processes including configuration and/or enhancements to existing systems, infrastructures and applications
Demonstrate command and control responsibilities
Experience in a call center/ service center on a help desk or Service Desk
Prior experience in a data center and use of a ticketing system (preferably VMS)
Utilization of the Microsoft Office suite of applications with strengths in Word and Excel
Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
Demonstrated presentation skills to both technical and executive audiences
Flexibility to manage a team responsible for covering a 24X7X365 highly complex technical infrastructure
A Bachelor’s Degree is preferred but not required. Years of experience can offset degree requirement
ITIL v3 certified

191

Level Incident Manager Resume Examples & Samples

Managing Low Severity Incidents
Recording all details during Incident Management bridge calls
Supporting the Level 2 Incident Manager when required
Documenting timeline of key elements during an Incident with clear status and ownership to aid handover to Problem Management
Providing communication through verbal or written updates to Incident Manager when requested
Undertaking hierarchal and functional escalation
Adhering to Incident priorities and escalation procedures
Continuously updating work instructions
Preparing, updating and maintaining the Incident Managers handbook, including Incident Reporting Guidelines and the Incident Manager Reference Guide
Following process metrics
Documenting risk and compliance issues and indicators
Reporting on weekly, monthly, quarterly and yearly Key Performance Indicator’s (KPIs)
Creating reports on a regular basis for internal Senior Management and Incident Managers
Providing metrics on trend analysis and ticket data as preparation for meetings and workshops
Initiating and performing the incident management Quality Assurance cycle
Providing information to support audit requirements
Preparing and documenting the Incident Manager handover, by region
Undertaking continual service improvement activities
During non-core hours and at weekends proving operational management of the Incident Management Support team
Qualified with an Information Technology Infrastructure Library (ITIL) Foundation / Practitioner certificate in Incident Management
Previous experience managing incidents
Required to work shifts and weekends
Demonstrates integrity, trust and fairness
Stakeholder management and relationship building skills
Openness to innovation and change
A strong team player with the ability to work under pressure and handle conflicting situations
Very good time management, organisation skills and attention to detail
Has the confidence and ability to challenge both peers and senior team members professionally
Assertive with a calm and considered approach
Ability to lead virtual teams
Ability to translate technical detail into business language

192

Incident Manager Resume Examples & Samples

Very good knowledge of OSI/ISO network layers model and services allocation in each layer
Fluent at MS Office (Word, Excel)
Ability to handle open and effective communication during stressful conditions
Relentless pursuit towards defined objective and ability motivate others along the way
Basic ITIL knowledge
Fluent in English – spoken and written
High availability (on call duties with the requirement of short response time)

193

Incident Manager Resume Examples & Samples

Participate in improvements for the efficiency and effectiveness of the Incident Management function in conjunction with other Incident Managers, NOC Manager and leadership
Serve as major incident manager on shift and on-call as required (The Basics)
Minimum of 3 years in a similar role in a high transaction, high availability, 24x7 mission critical environment
ITIL certified and/or real-world exposure to incident management or other SLM activities
Outstanding written and verbal communication skills. You know how to talk to Big Customers
Strong crisis management skills - able to lead, direct others and remain calm in stressful situations
Proven ability to influence and lead technical conversations with various internal/external groups
Must be able to assimilate information quickly and make informed decisions
Excellent technical skills covering Linux, Networking, Sysops, Telecom, MySQL
An ability to work in a fast moving environment and to cope with constant change
Flexibility in hours of work, can work some overtime as required

194

Critical Incident Manager Resume Examples & Samples

Resolves operating issues and major outages, including failures and service level degradation
Assists in the preparation and distributes incident notifications as well as end-of-impact, incident summaries, and root-cause- analysis documentation
Works with other teams using ITIL standards to create and maintain the Incident Management Process. Works with team to create and track metrics on incident management while producing metrics, trending and reporting
Provides leadership, guidance & service support during events/incidents. The Incident Manager will be forming, leading, directing and coordinating support teams, and debriefing senior management following predefined policies, procedures, status updates and post-incident reports
Must be autonomous and requires little supervision especially when handling incidents. The Incident manager must also be able to direct a cross-functional team to expedite the restoration of services
Ensures that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents
Coordinates and leads the service restoration process across multiple business and IT functions and oversees the Incident management process
Assists the Critical Escalation Management team to write, validate and distribute any required communication that is sent to executive leadership, IT management, customers and lines of business as well as communications to external customers
Works closely with the Incident Management Process owner to monitor the effectiveness of the Critical Incident Management process and makes recommendations for on-going improvements
Provides guidance to junior level Critical Incident Managers/Scribes and promotes best practices across the Incident Management community
3-5 years of Incident Management experience and 5-8 years of overall Information Technology experience required
Equivalent combination of education and experience will be considered. Candidate with no degree must have a minimum of 5 years Incident Management experience
Solid understanding of ITIL Lifecycle and processes
Ability to direct and manage the incident coordinators and incident coordination process, SLA oversight, process adherence and reporting
Ability to increase visibility and communication of incidents to business and IT support staff
Ability to solicit information from business units and support teams to better manage 'Known Errors' and recurring incidents
Ability to reduce average resolution time by increasing percentage of incidents solved by the Operations Support and Service Desk teams
Good knowledge of general IT concepts (applications, servers, networks, databases)
Ability to work in a virtual team environment across time zones
Ability to work in a dynamic environment with changing priorities
High energy, innovative individual who is motivated by challenging assignments
Excellent communication skills, interpersonal, oral, and written
Effective at managing multiple issues with conflicting priorities under tight deadlines
Strong analytical, organizational, and problem-solving skills
Ability to enhance business perception of IT through a professional approach in quickly resolving and communicating incidents when they occur
Strong customer communication skills with the ability to communicate technical issues to non-technical customers
Ability to organize resources across different teams to drive resolution of critical system issues
Ability to work well within a team to learn and share knowledge by applying processes ensuring that resolutions are documented in the Knowledge Management database
Demonstrated ability to lead teams of technical personnel responsible for operational management
Demonstrated ability to handle multiple tasks with little to no forewarning
Demonstrated ability to react quickly, lead and perform exceptionally well during critical/catastrophic events
Experience with BMC’s Suite of applications for Incident, Problem Management and Monitoring tools
ITIL Foundation Certification or higher

195

Incident Manager Resume Examples & Samples

Responsible to execute and manage the Incident and Problem management processes to ensure optimal overall performance
Execute Incident and Problem Management using standard tools and processes; document process improvements
Work with all functions with the Service Desk provider and within the IT community to ensure processes are executed as designed and measured accurately and completely
Coordinates integrated areas with other related processes (e.g., incident, change)
Conducts post mortem review meetings following major Incidents; ensure a written post mortem report provided IT management and actions are completed in a timely manner
Analysis of trends for recurring incidents and problems. Identify key problem areas, depts., vendor partners, hardware types, telco's, etc. Conduct meetings with IT support groups to review problems and press for final resolutions. Escalate recurring issues and issues not being resolved
Business interface: delivering & managing high standard communications across business and IT to ensure that problems are dealt with by priority and needs. Review SLA performance, take part in new projects and represent the Service Management viewpoint & input
Administration and management of ITSM Service Now tool; plan release upgrades and maintenance

196

Incident Manager Resume Examples & Samples

Own and/or manage projects designed to improve operational and process efficiency. This will include accessing and analyzing data and working extensively with external teams
At least 1-2 years of experience working in law, IP protection, customer service, investigations, project management, etc
A proven track record of successfully leading projects and initiatives from conception through completion
Experience with abuse, risk management, intellectual property, compliance or similar product initiatives
Strong proficiency in SQL, Microsoft Excel, and relevant analysis tools

197

Incident Manager Resume Examples & Samples

Work with all stakeholders to identify the workaround or resolution for the incident
Set expectations of all stakeholders about the timelines and permissions required for the resolution
Send periodic updates to the stakeholders until the incident has been resolved
Track emergency changes if required, mobilize cross functional teams and/or external vendors, and obtain approvals for the mitigation actions from all stakeholders
Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the incident is resolved) in order to ensure that the resolution has actually resolved the incident and that the services have returned to their normal state
Facilitate creation of problem tickets as per Problem Management Policy and Procedures, and track the overall lifecycle of a critical incident till Root Cause Analysis (RCA) submission
Document, in retrospect, the actions taken, corrective actions and learning
Track any customer requests coming in through the service desk and manage to resolution
Provide reports or metrics, including key performance indicators (KPIs) around incidents or overall production activities
Ensure that the program follows the incident management process for every incident
Bachelor's Degree from an accredited college or university required, preferably in Computer Science or other technical field
Project Management Professional (PMP) and Information Technology Infrastructure Library (ITIL) Certifications both preferred
At least three (3) years of experience in IT Operations support in a 24x7x365 environment required
At least three (3) years of hands-on experience required in support of two (2) or more of the following technical areas: Windows Servers Systems; Unix Systems; Networking; Storage; Citrix; server virtualization; Voice over Internet Protocol (VOIP); Database Administration (DBA) (e.g.; Microsoft Structured Query Language (SQL) Server); application software support; network and application monitoring
Ability to provide reports and metrics
Ability to perform direct client interaction in reporting and updating incidents or other forms of communication
Hands-on experience in change and problem management
ITIL v3 Foundations knowledge

198

Incident Manager Resume Examples & Samples

Managing high and critical Incidents to ensure timely completion
Managing user escalation Overseeing all Incidents and user service requests for timely completion
Monitoring of tickets and taking the actions necessary to meet ETM service targets
Managing Incidents including o Major Incident with a priority of 'Critical' or 'High', client facing o Priority 1 (Critical) and Priority 2 (High)
Client satisfaction for Incidents Managing user escalations for Incidents and user service requests
Initiation of Problem Process for problems identified by Incident Management
Initiation of Issue Process for Issues identified by Incident Management
Ensuring correct execution of Incident Management Processes
Incidents - All priorities (Infrastructure Restorations and User Restorations)
User Service Requests
Computer Incident report within 24 hours of critical incident
*As a contract employee of Apex Systems, you are eligible for Health, Dental, Vision and Life Insurance; Shorter Term Disability; Hospitalization Coverage; Direct Deposit; Weekly Pay Periods; Training and Development Programs; Corporate Discounts / Perks and our Referral Program
*Apex Systems is an Equal Employment Opportunity / Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics

199

Incident Manager Resume Examples & Samples

Participate in efforts to improve levels of Service and minimize risks through use of Incident and Change Management processes/data
Assist in the deployment of the ITSM tool (ServiceNow) to new entities of the Company and ensure that it is being used by local core IT Support teams
Drive continuous improvement activities in the area of change and incident management and in conjunction with the relevant technical leads
Act as the Major Incident coordinator for regional incidents that don't have a clear owner
Interface with Local Risk, Compliance and Security teams on relevant incident management aspects
Act as the 'best practice Champion ' and provide detailed metrics and reports on Service performances to IT and business
Other aspects of ITSM such as configuration management, release management, event management are not mandatory but would be a plus
Service Operation and Service Transition models
Infrastructure design and implementation

200

ITS Incident Manager Resume Examples & Samples

Understands and applies enterprise wide thinking to individual incidents to ensure business services across the board are accounted for and supported
Keeps Sr. leadership appraised and aware of status of a major incident
Provides updates on management bridges on current infrastructure issues and actions being taken
At least 5 years of experience in one or more: CA Unicenter, Asset Portfolio Management; BMC Atrium; Tivoli (CCMDB); HP (UCMDB); ServiceNow; Altris; ASG; LANDesk; iET Solutions
At least 5 years of experience in support for IT infrastructure services using related ITSM processes
Minimum of a B.S. in Computer Science, MIS or related degree and three (3) years of relevant experience or combination of education, experience and training
Professional experience in incident management and understanding of Incident Management practices and skills
Strong working knowledge of Deloitte business services in terms of technology/infrastructure and their dependencies and requirements
Broad technology knowledge/understanding across Mainframe, Midrange, Distributed Systems, and Networks
Ability to clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
Not afraid to make decisions. Uses effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences
Client Focus: Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships
Ability to clearly communicate, written and verbally, to a variety of audiences, including the ability to influence across the organization

201

Incident Manager Resume Examples & Samples

Develop Incident Management policies, process, and procedures that support Government’s Incident Management support requirements and document in Standard Process and Procedures Manual
Monitor the process to verify that IT service providers correctly identify and classify Incidents to the appropriate severity level and handle according to agreed-upon Incident response procedures
Monitor Incident Management processes to ensure that escalated incidents are routed to the appropriate next-level service group within service provider, Government, or third-party service provider as required to comply with service level response times
Monitor resolution of escalated incidents with all Tier 2 and Tier 3 support teams, including Government staff, JSOC help desk, and any 3rd parties to ensure that incidents are being resolving according to SLAs
Monitor incident resolution progress through to final closure and record/update incident record status as appropriate
Monitor services to ensure that training and Level 1 support scripts are developed and provided to service desk for applications software on the approved list
Monitor that IT service providers accurately document, record, and update incident resolution solutions in a Government-approved knowledgebase
Monitor notification processes to ensure that designated Government personnel are notified of all Severity 1 and Severity 2 incidents within the designated timeframe
Monitor and report on Incident Management process to ensure that Incident and Problem Management are working together to determine when problem investigations should be opened to address an incident or series of incidents
Monitor the ongoing status of incident and corresponding problem records to ensure that identified problems are being addressed and resolved
Participate in Problem Management review sessions as appropriate
Monitor IT service providers processes to ensure that all appropriate Government authorizations have been obtained and notices have been distributed prior to performing system change activities that require a planned system outage
Ensure that IT service providers develop appropriate communications for distribution to Government IT personnel and end-users regarding upcoming planned outages
Perform audits / inspections of the Incident Management records and processes, to verify ongoing compliance, accuracy, completeness, etc. as Government deems appropriate
Analyze incident trends, creates reports that depict the outcome

202

Incident Manager Specialist Resume Examples & Samples

Plans, performs and implements process improvement initiatives (such as Lean or Six Sigma)
Diagrams and evaluates existing processes to identify areas of opportunity and efficiency
Collects data to identify root cause of problems
Provides consultation on the use of re-engineering techniques to improve process performance and product quality
Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways

203

Senior Incident Manager Resume Examples & Samples

Service Management (ITIL v3) - Escalation Management, (Major) Incident Management, Client Relationship Management
Infrastructure background
Point of contact for the client regional manager to establish a formal channel for complaints and incident escalations to ensure “High Client Satisfaction”
Understand client perspective of service and prioritize improvement areas
Business growth opportunity identification, extraction & development
Coordinate with clients and internal stakeholders to find mutual solution to conflicting problems
Present information on challenging situations to clients and internal team while managing challenging delivery requirements
Coordinate with multiple support teams for escalated issues and participate in Bridge-calls in case of major service outages
Effectively and accurately communicate resolution status of escalated issues to client and Accenture leadership
Generating and distributing some of the reports to leadership and/or client
Analyze the Incident flow/volume and suggest for appropriate action, working on pending Incident report, major incident report etc. and drive for closure
Approx. 3-5 years’ relevant experience in a similar capacity with a large organization

204

IT Incident Manager Resume Examples & Samples

Coordinate with other internal IT teams and partner vendors to drive Incident resolution, assess business impact, and communicate issue status to IT executives for Critical Incidents
Take corrective action to prevent or mitigate impact felt from Incidents
Participate in post-mortem reviews of major incidents, document lessons learned, and track follow-up actions
Identify opportunities for more efficient and effective Incident response through the implementation of automated monitors and corrective action procedures
Maintain team knowledge base, define and document standard operating procedures
Provide dedicated support for special events and critical go-live activities for various projects
Minimum requirements and experience for the Event Management Analyst are
Working knowledge of monitoring tools such as Dynatrace, Splunk, Omegamon, Ruxit and Solarwinds
Working knowledge of transactional based environments involving source/provider systems by way of middleware
Execution or implementation of ITIL processes for Incident, Problem, and Change. Certification in ITIL is a plus
Support for production IT systems and investigation and troubleshooting of Incidents
Experience successfully implementing ITIL processes, preferably incident or request, ability to establish vision, drive change and deliver results in an operations environment
Ability to create a collaborative environment and facilitate cross-functional teams to develop, document and improve processes
High level service knowledge of IT technologies and their applications
Ability to deliver a consensus agreement with key IT personnel
Experience developing and managing service level agreements (SLA’s) and creating clearly defined outcomes and success criteria, such as key performance indicators (KPI’s) and critical success factors (CSF’s) for ITIL processes
Experience in developing and implementing policies
Superior customer service and oral/written communication skills
Demonstrated ability to promote the organization’s mission and vision
Willingness to maintain current knowledge of trends and technologies
Experience in creating data-driven IT support metrics and trending analysis
ITIL Service Design and Continual Service Improvement experience

205

Major Incident Manager Resume Examples & Samples

Supports impact analysis of any Major Incident
Day to day management of the MIM process across all suppliers and delivery of severity 1 and 2 incident resolution
Tracks and monitors supplier performance and takes action to escalate performance issues to service leads
Supports regular validation of the Severity of major incidents
Supports maintenance of a ‘Watch List’ of Severity 3 Incidents and Escalations from Service Executives (these may escalate to level 1 or 2)
Supports MIM reporting
Supports root cause analysis of Severity 1 and 2 incidents, supports delivery of e2e Problem Management, leads trends analysis of Severity 3-5 incidents
Reviews MI to identify trends and applies knowledge to prevent incidents from recurring and / or minimize the impact of incidents that cannot be prevented
6 - 8 years’ experience of working in service delivery within a large outsourced environment spanning multiple geographies and business units. This experience may have been gained on the client side or with a large service provider / service integrator
Proven ability to work with a diverse set of stakeholders
University degree in computer science (and preferably business) or equivalent experience
Knowledge of all ITIL service delivery and service support processes with a good understanding of how the performance against these processes are measured and monitored in real life situations
ITIL certification is a requirement – minimum Foundation level
Demonstrated understanding of IT infrastructure and application technologies interoperate within a modern global financial services organization

206

Duty Manager / Incident Manager Resume Examples & Samples

To deliver excellent communications during the lifecycle of a P1 major incident, to ensure all client and BT resources (including senior management in both organizations) are kept informed of progress throughout
Quickly understood and acted upon where necessary
To respond in a timely manner to any non incident related customer enquiries
To ensure complimentary efforts and maximum co-operation during incidents, between all engaged parties
To gain a clear understanding of the customers business and communication needs and priorities; and champion these in Service Assurance
To interface and collaborate with the Problem Management team whenever appropriate. Either post incident or in support of resolving a persistent common issue with component of the service estate managed by Service Assurance
To provide feedback on Supplier performance into the Client Services management team
Ensuring all documentation and work practices relevant to the role are up to date
Using the BT incident management system to undertake regular incident ticket quality checks, on an agreed proportion / sample of volume, across the clients’ incidents
The post holder is required to understand the regulatory, fair trading and competition rules relating to their work sufficiently, to be able to comply with them, relying on their own knowledge or on their ability to recognize that they will need specialist support

207

IT Incident Manager Resume Examples & Samples

Organizes, leads and facilitates cross-functional project teams
Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities
Measures performance against process requirements and aligns improvement to performance shortfalls
May deliver presentations and training courses including measurement, analysis, improvement and control
Surveys and analyzes best practices for techniques and processes
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
Determines methods and procedures on new assignments and may coordinate activities of other personnel
Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years of experience; or equivalent experience

208

Incident Manager Resume Examples & Samples

Chair and facilitate Incident Management calls and meetings across the IT Community focussing on appropriate recovery actions to restore Service in line with SLAs
Interface with the Service Desk, Technical Teams and work with Business Resilience to ensure IS processes are aligned with the existing Group Incident Management Structure
Focus on day to day responsibility of incident management and trends across all technical teams and 3rd parties
Make sure that team commitment and resource is made available
Drive proactive collaboration, consultation and engagement supported by clear objectives and deliverables with internal and external IT resolver teams
Champion the benefits of incident management to the support staff
Develop and implement processes and work instructions
Manage and monitor service levels and key performance indicators, including how those will be measured and reported
Administer IS incident management processes minimising risk to the on-going service and business priorities and escalating to Senior IS Incident Management as required
Oversee customer satisfaction surveys and drive resultant actions to demonstrate continual improvement
Experience in IT Operations
Prior experience in Problem Management preferred

209

Incident Manager Resume Examples & Samples

Drives the efficiency and effectiveness of the incident response team in order to assure maximum service availability
Manages the work of second level incident staff in order to assure maximum service availability
Develops and maintains the Incident Management tracking systems in order to support incident management processes
The Incident Manager I is accountable for the day-to-day operational and managerial tasks demanded by the process activities to restore normal service
Ensures effective and efficient resolution of incidents transferred by the service desk to restore normal service within defined service levels
Maintains awareness of the customer’s business priorities, objectives and business drivers to determine best course of actions & priorities in restoring service
Promotes, inspects and ensures that the Incident Management process is used correctly in order to comply with incident management policies & procedures to effectively restore service
Provides management and other stakeholders with strategic needed information related to incidents and potential problems to make the appropriate decisions during times of incidents
Ensures that the Incident Management key performance indicators are met to maintain quality standards and documented service levels
Ensures that the Incident Management process operates effectively and efficiently through 1st, 2nd, and 3rd levels of technical support and from outside Third Party organizations to restore normal service
Ensure that Incidents are resolved in a proper and timely manner and the resolutions adhere to objectives set forth in Service Level Agreements
Participates in the design and improvement of the Incident Management processes, policies and procedures to increase service support
Leads major incidents or directs a Situational Lead to drive restoration of service for major incidents
Functions as a point of escalation for the Incident Staff in efforts towards service restoration
Escalates the incident condition to Line Management if service levels are threatened or are expected to be breached in order for other management groups to develop actions
Coaches Incident Management staff in the correct use of the incident management process to assure consistency
Identifies training requirements of the incident staff and ensures that proper training is provided to meet the requirements
Identifies recurring outages through trending analysis, and with other IT functions develops plans to assure maximum service availability
Audits the Incident Management staff to assure consistency while performing the incident management process
Provides IT staff with appropriate information enabling others to perform their function effectively. This includes process information, technical knowledge, record allocation information, and access to Known Error information through the knowledge management function
Participates in on call responsibilities, providing situational leadership for high severity events to quickly restore critical service availability

210

Change, Problem & Incident Manager Resume Examples & Samples

Incident- Problem and Change manager in Nordics Baltics
Implement ITIL methodologies and best practices
Incident detection and recording, classification and initial support, investigation and diagnosis, communication during the incident, Incident closure, Follow up, organizing Major Incident review meetings, documenting the actions for improvement
Understand the functionality of multiple areas (Payments, Transaction flows, LAN, Core Network, VAS etc.)
Continuous Improvement: Work with several different teams within Verifone Cloud services team and outside VCS : Gateway and terminal Development, Customer support, Product Managers, Customer Support to determine/identify opportunities to proactively reduce interruption to IT services and/or improve the quality of IT services and the ITIL processes
BAU tasks as installations, system upgrades, version upgrades, certificate handling
Work with capacity planning
Coordinate teams of varying sizes assembled from multiple technical and non-technical teams (local and internationally), to solve problems and mini projects
Work with KPIs and follow up processes and Quality management for Incident- Problem- and Change processes
On call Nordic Incident Manager
Previous Experience of software development and System Administration
Experience of Cloud service operations
Proven complex problem solving experience
Experience on real-time critical systems
Good all round organizational skills with ability to deliver in high pressure environments
Proven ability to operate at senior levels in a large organization
Excellent communication and report writing skills
Over 5 years exposure / experience of delivering to the ITIL Service Management Model in an operational environment
Demonstrable experience of managing cross platform, multiple client Major Incidents
Demonstrable experience of driving complex service improvement initiatives to deliver operational benefits and best practices
Service Delivery experience
Financial industry awareness
Experience from working according to ITIL processes
Personal Attributes: Project Management concepts & procedures
Overall Technical understanding of Unix/Linux, SQL, experience on software development is valuable, network communication, infrastructure
On call experience
English, Finnish
Finnish Citizen

211

Senior Incident Manager Resume Examples & Samples

Bachelor’s Degree (preferably in Computer Science or MIS/CIS) or relevant experience
Proven technical experience in Global Corporate and Enterprise environments
Proven track record in Incident Management and Major Incident Management in Global Corporate and Enterprise environments

212

L Senior Incident Manager Resume Examples & Samples

Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges
Ensuring that all the appropriate IcM roles are being covered
Document Work notes (Live feed communications) into ServiceNow tool every 15 minutes during live incidents
Executive Write ups for Director levels to Summarize on Critical and High Priority Major Incidents
Fulfill target times and Service Level of Agreement
Master priority determination based on extracted information and impacts
Sensitive to future impact and risk to customers/stakeholders to triage and determine severity
Act as coordinator to have general oversight on regional Major Incident events
Oversee L1 and L2 activities and master each of its tasks
Managing and Conduct Major Incidents with High Priority
Make sure that all core roles are covered when running critical issues
Providing status of the situation anytime a senior request arise and be able to explain at technical and business level
Provide and document input for Root Cause Analysis
Be able to handle and deal with Executive calls
Having executive representation whenever needed on Huddles and Staff sessions
Managing Senior Escalation at any level and challenge handling
Document and feedback Knowledge Base articles
Statement Processing
Commercial Banking / Cards
Excellent telephone, oral communication skills, strong verbal and written English
Manage support teams to address and resolve outages
Help build close relationships with Service Assurance teams such as Problem Management
7 + years running incidents / situations / crisis events in a large, complex enterprise environment
7-10 years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
7-10 years working in a process-driven environment
7-10 years of interacting with a demanding customer focused service delivery organization
7-10 years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
7-10 years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
Bachelor’s Degree (preferred), or equivalent work experience
CISS

213

Major Incident Manager Resume Examples & Samples

Ensure the effective and timely resolution of major impacts to IS services (Priority 1 and Priority 2 incidents)
Lead the IS response to support any non-IS major incident that may affect National Grid and its customers. Ex: Storm events and major Business Continuity invocations, etc
Act with delegated authority of the IS Senior Leadership team in matters occurring outside of normal office hours
Maintain relationships at operational and executive level with all IS suppliers to National Grid
Ensure primary focus is given to the safety implications of IS incidents and that appropriate priority is assigned according to safety risk
Act as the primary contact and authorized IS decision maker around invocation of IT Service Continuity arrangements where required
Ensure that security implications of any incident, or decision taken within incident management are properly considered and aligned with the Security Operations Center
Provide 24x7 leadership support for all National Grid IS and partner staff when required. Advising and directing where appropriate through delegated authority from the Senior Leadership Team
Ensure that appropriate resource is available to respond to incidents affecting IS services
Decide when to utilize delegated authority and when to invoke escalation to IS Senior Leadership
5+ years of experience managing incident response in a mission critical environment utilizing multiple third party suppliers and ideally from an environment with a high degree of political and public visibility
Proven ability to communicate effectively with both IS technical staff (in technical language) and with business customers (non-technical language)
Fluent writing and communication skills in English
Demonstrated ability to appropriately utilize delegated authority to influence and direct in a matrix environment
Analytical ability to identify underlying issues from numerous sources

214

Incident Manager Resume Examples & Samples

Coordinate all resources and vendors in triage, root cause analysis, and restoration for critical application and system incidents
Provide on-call support for critical customer facing applications
Coordinate with other Incident Leads and vendors and conduct formal incident handoff to ensure global coverage and continuity of restoration efforts
Partner with and maintain relationships with external resources that could be associated with incident response
Own business and technical communications on incident status as well as monthly reports on overall operations health and system performance
Provide updates to senior Leadership on incidents, status and team response
Ensure timely execution of scheduled and repeatable processes such as critical incident notifications and event alerts
Oversee and lead stabilization work and fine-tuning of applications
Identify persistent or recurring problems and recommends creative solutions
Review and revise incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
Create/Update system documentation, troubleshooting guides, and other key documentation needed
Train, guide, and advise associates on the Major Incident Management Process
Develop and produce metrics reports on application performance and SLAs
Perform other administrative activities in support of application operations

215

Incident Manager Resume Examples & Samples

Serves as a subject matter expert for the Incident Management processes defined for Wolseley North America
Promotes the use of the Incident Management processes and policies that have been tailored for Wolseley North America
Supports the IT Service Management (ITSM) Operations Manager to document, communicate and continually improve the Incident Management processes and policies for Wolseley North America
Liaises with all relevant parties to define and maintain the major incident criteria for each service
Manages the creation and closure of all major incident records
Actively manages all open major incidents to ensure that appropriate resources are allocated and that there is a timely resolution and closure
Monitors the progress of all major incidents to assess whether or not disaster recovery procedures need to be initiated
Manages the functional and hierarchical escalation of major incidents as necessary
Communicates the declaration, progress and resolution of major incident to IT management and the impacted user community and maintains appropriate distribution lists of contacts to support this activity
Liaises with all relevant parties, for non-business critical services, to schedule and coordinate Post Incident Reviews (PIR), ensuring that they have been fully resolved, lessons have been learnt and improvement actions have been identified (Note: PIRs for business critical services are managed by the Business Services Manager role)
Ensures that all high priority incidents are receiving appropriate attention and are actively being managed
Recognizes and takes control of unallocated ‘white space’ incidents
Acts as an escalation point for the Service Desk where resolution ownership is disputed
Monitors all incoming incidents for signs of underlying major events
Identifies trends within incident data that might indicate the existence of underlying problems and escalate accordingly
Reviews the quality of all incident tickets to ensure they have been correctly prioritized and categorized
Maintains a current knowledge of Incident Management practices, relevant product offerings and supporting policies and procedures
Upholds the core values of the Service Management Center (SMC)
In addition to the essential job functions described above, all associates will perform duties as requested by management. Assigned responsibilities and duties may vary based on organizational growth
Abides by all policies, rules and regulations of the company including all applicable safety rules, regulations and procedures
Supports corporate programs, goals and initiatives

216

Major Incident Manager Resume Examples & Samples

Operational Major/Critical Incident Management experience
Ability to cope under pressure in a highly visible environment
Working Knowledge of ITIL
Familiarity with secure system development and MOD and Government security standards
DII experience
Experience of technologies use within the service VMWare, Active Directory, HP Radia, Windows etc
Good personal interfacing abilities
Must be eligible for Security clearance (SC level)

217

Major Incident Manager Resume Examples & Samples

Conducting awareness campaigns and training on the Incident Management process
Manage large scale global and enterprise technology incidents
Establish necessary break out time for technology teams during incident recovery
Ensure Executive status updates are provided during recovery activities
Coordinate and drive all activities during the incident on the incident bridge to meet or exceed customer specifics SLAs
Oversee post incident reconvene meetings through to root cause, to request teams to engage vendors
Assist with audit of the Incident Management Process to support Continual Service Improvement

218

Incident Manager Resume Examples & Samples

Correlates, isolates, and identifies network impairments using pre-defined criteria across geographical areas
Tracks and schedules maintenance activity (planned outages) with primary responsibility for review of all scheduled maintenance activities
Utilizes monitoring tools and reporting systems to trend capacity and identify utilization issues
Assists in post-mortem analysis of all critical events and catastrophic failures and works to prevent future occurrences. Assists with capacity and utilization review of various technology platforms
Collaborates with various teams and organizations for determining preemptive outage reduction strategies. Initiates, hosts and controls conference call bridges when needed
Reviews, analyzes and performs quality analysis for ticket accuracy and details based on internal ticket quality metrics
Develops procedures and reports for Network Operations Center ticket management and resolution
Must be able to work nights and weekends, variable schedule(s) as necessary

219

Incident Manager Resume Examples & Samples

Analyzes, and supports incident management policy and processes
Formulates and implements the overall design of the incident management process and develops stories to enhance the user experience
Acts as an advisor to Global IT Staff on incident process and concerns
Provides 24-hour, on-call service in support of the major incident management process
Diagnoses and resolves user and operational problems with software
Conducts user acceptance testing and may perform functional testing
Assists with the planning and design of ITSM platform software as relates to incident management
Produces and maintains current documentation on all aspects of the incident management process
Performs usage planning, forecasting/trending for the ITSM platform software
Researches, evaluates, performs cost analysis and writes business justification for purchasing new technologies. Assists in vendor selection as part of this process
Assist with special projects, as assigned
Assists in the proper training and professional development of global staff supporting incident management processes
Analyzes the productivity needs of users; proposes, designs, and implements complex processes and changes or programs to satisfy those needs
May perform project management duties
Bachelor’s degree in Computer Science or related discipline
Ability to perform architecting, planning, designing, implementing and troubleshooting of global client management systems
Excellent verbal and written communication skills; intuitive thinking skills
Ability to work well with others and to problem-solve
Ability to independently learn how to use new facilities quickly from supplied documentation
Has a detailed understanding of many technology areas in use
ITIL Foundation certified preferred
Working knowledge of ServiceNow
Knowledge of Agile framework is preferred

220

Incident Manager Resume Examples & Samples

Participate in PE Planning and Change Approval Board (CAB) meeting for finalizing MOP, Prepare for PE and provide approval/rejection for the SA and NSA PE execution
Plan, coordinate and communicate with customer for the maintenance window for the implementation of configurations as per the change management process with roll-back plan
Perform activities related to SA and NSA configuration changes as per change request
Perform pre and post check as per the MOP provided after and before execution of the PE
Perform Service Validation and PE Status update
Perform backup of network configurations in accordance to the Operation Process Document
Perform impact analysis of any service affecting change
Execute pilot sites rollout of the software release/ patch with change management process as per provided MOP
Once pilot sites is successful, plan & rollout software release/patch across all customer network using software release tool and under change management process
Experience on either of Cisco ASR9k,ASR1k & Nexus 5k/7k series platform
Experience with routing protocols (OSPF, RIP, EIGRP, ISIS and BGP), with strong hold on OSPF & ISIS protocols
Advanced Level knowledge in WAN protocols, IP Routing, Switching and Cisco Data Center
In depth understanding of service provider routing & switching
In depth understanding of MPLS & MPLS VPNs
Expertise on signaling protocols like LDP & RSVP
Should be well familiar with multicast concepts

221

Critical Incident Manager Resume Examples & Samples

Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction
Works directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed
Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution-
Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to ensure alignment across the business
Represents SFDC Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group
Evaluates the severity of every incoming issue, ensures that Sev-1 issues are assigned by the appropriate manager with a case owner within specific SLOs, and that issues are fully handed off to the receiving manager
Addresses incoming escalations from executives and/or receptionists, and routes to the appropriate resource/teams
Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in appropriate parties as needed
Assigns out, communicates with the customer, and owns from a management perspective any new Sev-1 cases when the appropriate support manager is not available
Executes with a high level of operational urgency
Ability to maintain calm, and work closely with a team during a critical situation
Executive level communication and collaboration skills
Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure
Must have expertise in managing enterprise-level escalations
Ability to manage and prioritize multiple escalations occurring all at once
Has experience collaborating and communicating on an executive-level
A team player who is influential and builds good working relationships across all functions
Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved

222

Critical Incident Manager Resume Examples & Samples

Communicate and engage with the customer daily
Design, implement and maintain walk-up service desk support center
Oversee and manage VIP support for DHS’s approximately 60 elite users
Develop and maintain staffing schedules to ensure coverage across all facilities
Conduct regular performance and review meetings and address performance issues
Design, implement and maintain service desk capabilities with available staff to support remote service desk operation
Minimum of 8 years working on a Service Desk or Service Center, at least 3 of which was in the role of Team Lead
Strong understanding of Service Desk systems and processes with experience using BMC Remedy

223

Major Incident Manager Resume Examples & Samples

Experience in defining and analysing data, and creating action plans to drive results
Experience working in a technical NOC environment for a Service Provider
Demonstrated understanding of ITIL, specifically related to Service Operations
Demonstrated experience in driving resources to deliver outcomes

224

Incident Manager Resume Examples & Samples

6 + years relevant work experience along with academic or military background in Information Technology, Computer Sciences, or relevant subject
5 + years as Senior Incident Manager in a global environment with a proven track record for improving process and service
Creating service based metrics and driving operational improvements that show “value” to the organization
Experience with CMDB development and business service mappings
Experience developing actionable metrics and driving quality improvement initiatives
Proficient knowledge in infrastructure, storage and compute along with security operations
Proficient knowledge of BCDR and Backups
Ability to collaborate with a team working across multiple locations
Ability and willingness to work a 24x7 on-call rotation schedule Blackbaud, Inc. operational stability
Strong analytical skills and ability to collate and interpret data from various sources
Demonstrated ability to work with customers in a wide variety of stressful situations
Ability to multitask and work under pressure in an environment of change
Reliability in completion of tasks and the ability to follow through until issues are confirmed resolved. Ability to learn quickly on the job through mentoring and action
Must be a seasoned ITIL practitioner with a track record of introducing change and structure to improve overall quality

225

Incident Manager Resume Examples & Samples

Personnel management of the NOC team including offshore resources
Expand the Production Operations incident management procedures to include all business units for Solera North America
Manage the major incident process to drive restore services quickly to customers while minimizing the impact
Liaise with team managers of all technical experts (or support teams) to ensure swift resolution of incidents
Provide required notifications and updates on all appropriate incidents to varying levels of Solera staff
Capture all incident details and update all necessary documents
Work closely with Release Management leader on major incidents and correlate them to requested changes
Analyze incident trends and recommend corrective actions as necessary
Initiate and participate in post mortem meetings to drive technical teams to define root cause and resolve post-incident action items
Conduct post-incident analysis and ensure accurate root cause of incidents is published, appropriate preventive actions are identified and tracked, and ensure elimination of future service interruptions is minimized
Ensure that the detection, reporting, initial problem support and prioritization of all incidents are effectively and consistently applied
Make recommendations for service process improvement plans
May participate as subject matter expert or lead multiple moderately complex initiatives
Bachelor's degree in Computer Science or related field or equivalent experience. ITIL Certification (v3 Foundations minimum; v3 Intermediate or v2 Practitioner desired)
Minimum of 3 to 5 year’s experience demonstrated as an Incident Manager
Experience managing and controlling IT incidents throughout a group, organization, or division
Experience working with ITIL principles
Experience designing incident processes

226

Readynet Command Center Incident Manager Resume Examples & Samples

Be a technology evangelist and use your deep knowledge to solve business problems
Reduce mean time to resolution for all incident types
Adapt and improve operations management systems and processes to accommodate rapid and increasing growth
Create and review documentation, design new standard operating procedures
Identify and troubleshoot recurring platform issues and engage service owners to drive resolution
Automate tasks through creation and maintenance of scripts and
Respond to and complete customer requests within SLA via a trouble ticketing system
Take part in a “follow the sun” rotation split between Seattle and Regensburg sites, including weekends and holidays
Mentor peers in your areas of technical and operational strength
A degree in Computer Science or a related field or at 5 years relevant experience in a large-scale online technical operations environment
Excellent English language written and verbal communication skills to facilitate efficient and effective interaction with peers and customers
Effective organizational skills to maintain a consistently high standard of operations in a busy environment
Confidence to drive and manage large conference calls potentially including Director and higher-leveled participants
Excellent troubleshooting skills and a commitment to document findings
Experience driving collaborative projects from conception to delivery
Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
Knowledge of best current practice frameworks (ITIL, COBIT), particularly incident, problem, and change management
Development/scripting skills in at least one interpreted language (e.g. Perl/Python/Ruby)

227

IT Incident Manager Resume Examples & Samples

Perform the Process Manager role for the Incident Management process
Design and coordinate support for any Incident Management tools and processes
Coordinate interfaces between Incident Management and other service management processes
Guide and monitor the success of the Incident Management process and provide input for improvements
Manage tactical incidents
Oversee the work of Incident Management support staff
Develop and maintain the process, procedures and any Incident Management systems
Be able to provide reporting and documentation associated with a complex ITSM application suite to manage the Incident Management process, maintaining compliance with our quality assurance levels to deliver high quality service
A Master’s degree in Computer Science, Information Assurance, Information Security System Engineering, or related discipline may be substituted for two (2) years of experience, reducing the requirement to six (6) years of IT Engineering experience
Four (4) years of additional IT Engineer experience may be substituted for a Bachelor’s degree, making the total experience requirement twelve (12) years as an IT Engineer without a degree
Demonstrated subject matter expertise (through experience or certifications) in one or more of the following technology categories: End User Devices and their Operating Systems (Computers, Phones, Video Teleconference); Servers, Routers, Switches, Crypto, Cables; Active Directory, Microsoft SharePoint; Microsoft Exchange; Microsoft Systems Center; Corporate Storage Solutions; Chat Solutions; Integration with Security Technologies such as PKI; Customized Voice and Video Software; Thin Client and Virtual Infrastructures
Possess multiple years experience as an IT operations Incident Manager
Strong experience in ITIL based Incident Management
Experience working with multiple ticketing systems to include ServiceNow
Proficient and demonstrated knowledge of ITIL and IT Incident and Problem Management
Proficient and demonstrated knowledge of IT governance and operations
ITIL Incident and Problem Management Certified

228

IT Incident Manager Resume Examples & Samples

Responsible for the management of the Major Incident Management (MIM) process and ensure adherence of the process and escalation requirements within the various support and delivery areas
Coordinate triage activities, leading support, development, and engineering teams to a rapid restoration of service during Major Incident events
Ensure appropriate and timely incident communication to IT Leadership and Business during Major Incident events
Responsible for driving the efficiency and effectiveness of the overall Incident Management process monitoring for process effectiveness and ensuring adherence of established Incident Management process across multiple teams and organizations
Responsible for escalating to leadership when appropriate focus on incident resolution or Incident Management processes are lacking or needing prioritization
Assist teams in establishing Incident Management SLAs and KPIs metrics including reporting requirements
Participate in Incident Management On-Call Rotation
Strong analytical, problem-solving, quantitative, and conceptual skills
Effective time management skills with the ability to process multiple tasks simultaneously
Ability to apply ITIL and other ITSM best practices to complex problems and train these practices to others
An uncompromising spirit of customer advocacy and commitment

Download Incident Manager Resume Sample as Image file

Related Job Titles

Transition Manager Resume Sample

District Manager Resume Sample

National Manager Resume Sample

Grants Manager Resume Sample

Response Manager Resume Sample

Readiness Manager Resume Sample

Task Manager Resume Sample

Utilities Manager Resume Sample

Zone Manager Resume Sample

Dairy Manager Resume Sample

Manager Specialist Resume Sample

Home Manager Resume Sample

Browse More

Incident Manager Resume Samples

The Guide To Resume Tailoring

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Resume Builder

15 Incident Manager resume templates

Read our complete resume writing guides

How to Tailor Your Resume

How to Make a Resume

How to Mention Achievements

Work Experience in Resume

50+ Skills to Put on a Resume

How and Why Put Hobbies

Top 22 Fonts for Your Resume

50 Best Resume Tips

200+ Action Words to Use

Internship Resume

Killer Resume Summary

Write a Resume Objective

What to Put on a Resume

How Long Should a Resume Be

The Best Resume Format

How to List Education

CV vs. Resume: The Difference

Include Contact Information

Resume Format PDF vs Word

How to Write a Student Resume

Incident Manager, Digital Services Resume Examples & Samples

Senior Incident Manager Resume Examples & Samples

O&t-global Command Center Senior Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Cib-pim-command Center Incident Manager Resume Examples & Samples

O&t-incident Manager Resume Examples & Samples

O&t-global Command Center Major Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

IT Incident Manager Resume Examples & Samples

Incident Manager, Digital Services Resume Examples & Samples

Senior Incident Manager Resume Examples & Samples

CCO Major Incident Manager Resume Examples & Samples

Global IT Incident Manager Resume Examples & Samples

Sirt Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Major Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Senior Incident Manager Resume Examples & Samples

IT Incident Manager Resume Examples & Samples

Senior Incident Manager Resume Examples & Samples

Major Incident Manager Resume Examples & Samples

Avaya Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

High Severity Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Major Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Cib-pim-command Center Incident Manager Resume Examples & Samples

Global NOC Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Senior Incident Manager Resume Examples & Samples

Senior Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Major Incident Manager Resume Examples & Samples

Command Center Incident Manager Resume Examples & Samples

Major Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Major Incident Manager Resume Examples & Samples

Senior Major Incident Manager Resume Examples & Samples

Major Incident Manager Resume Examples & Samples

Incident Manager Resume Examples & Samples

Sirt Incident Manager Resume Examples & Samples

Senior Incident Manager Resume Examples & Samples

VP-senior Major IT Incident Manager Resume Examples & Samples

Avp-senior Major Incident Manager Resume Examples & Samples

Avp-major Incident Manager Resume Examples & Samples

How to Make
a Resume

50 Best
Resume Tips

200+ Action
Words to Use

Internship
Resume