Incident Management Cover Letter

I am excited to be applying for the position of incident management. Please accept this letter and the attached resume as my interest in this position.

In my previous role, I was responsible for training to support user and stakeholder knowledge of relevant network information and operations IAW with ITIL ITSM.

My experience is an excellent fit for the list of requirements in this job:

• Facilitate the restoration of service
• Basic use of supporting commercial and open source security tools
• Familiarity with different network architectures, network services, operating systems, network devices, development platforms and software suites
• Work collaboratively with customers and self-manage through difficult situations, with a focus on client satisfaction
• Knowledge of programming and scripting for the development of security tools and systems automation
• EnCase, FTK and other experience with similar products
• Understanding of network analysis tools
• Formal certifications or trainings

I am excited to be applying for the position of incident management. Please accept this letter and the attached resume as my interest in this position.

Previously, I was responsible for guidance to the Incident Analyst / Coordinators & technical teams for ITIL Incident Management principles.

Please consider my qualifications and experience:

• Ongoing engagement in Service Management and ServiceNow process improvements
• Single point of coordination for process questions or change
• To support the Service Support Manager and members of the team in day to day running of the team
• Excellent Communicator and Great Teammate
• Strong information systems technology process background
• Provide technical point of contact for customers’ incidents
• Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams
• Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence

I submit this application to express my sincere interest in the incident management position.

In the previous role, I was responsible for client access and input capabilities to Incident Management Services tracking system to allow for Incident monitoring and ad hoc reporting.

Please consider my experience and qualifications for this position:

• ITSM tool experience
• Update and maintain the Incident Management SOPs
• Collect and analyze event logs, personal accounts, system inventories and other sources to determine root cause and incident response measures
• Conduct impact assessments on systems and programs going through the DSS Approved Products Lists (APL) or the system accreditation process
• Develop, update, and maintain existing and future COAs to effectively contain events and incidents to minimize and damage or impact to DSS networks, Information Systems (ISs), data, and services in accordance with DOD mandates
• Provide impact reports following incidents
• Assist in conducting Forensic investigations with EnCase Forensic (or similar) tool using all legal and DSS Control Steps
• Improve information and knowledge sharing capabilities

I submit this application to express my sincere interest in the incident management position.

Previously, I was responsible for thought leadership and subject matter expertise for multiple ITIL processes including understanding and driving its purpose, alignment with industry standards, best practices and benchmarking to improve Medtronic IT.

Please consider my qualifications and experience:

• CJCSM 6510.01B Cyber incident and reporting management experience
• Lead a team of Incident Analyst
• Ownership of development, implementation and continuous improvement of Incident Management
• All user training materials including policies, procedures and presentations
• Increasing visibility and communication to IT Service teams, project teams and business owners
• Agreeing and maintaining SLA’s for individual processes through Service Offerings
• Service Level Agreement and Quality Analyst to ensure key metrics, reporting and a support agreements exist and are successfully managed by internal WTW teams and third parties
• Strategic planning and design of all relevant process improvement and process change

I am excited to be applying for the position of incident management. Please accept this letter and the attached resume as my interest in this position.

In my previous role, I was responsible for leadership, strategy, vision and implementation of the incident management and request processes utilizing the ITIL framework on Factorlink IT Operations.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Perform and own technical management escalations in line with company procedure and case excellence policy
• Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative
• Successfully pass the Joint Task Force on State Agency Law Enforcement Communications (JTF) background check
• Training in Basic HAZMAT, Emergency Vehicle Operations Course
• Preference given for National Traffic Incident Management Responder Course certified trainer experience
• Preference given for Express Lanes Operations field experience
• DoD 8570 IAT II Certification, including CEH, GCIA, or GCIH
• Development and/or support experience in .NET Framework (C#, ASP.NET, MVC, Web API, WCF (SOAP/REST, CA Workload Automation)