Incident Management Resume Samples
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Incident Management Resume Samples
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GB
G Batz
Gus
Batz
65107 Wendell Course
New York
NY
+1 (555) 800 8540
65107 Wendell Course
New York
NY
Phone
p
+1 (555) 800 8540
Experience
Experience
Philadelphia, PA
Incident Management
Philadelphia, PA
Gottlieb, Kunde and Ebert
Philadelphia, PA
Incident Management
- Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes
- Manage incident management bridge calls with support teams, on-call support application teams and management
- Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents
- Strong working knowledge of tools such as HP Service Manager, REACT, CMDB, Remedy and collaboration tools such as Sharepoint
- Manager Escalations – provide first point of escalation within the P1M team
- WLC Training and support – ensure continuous training updates are developed and implemented for the Work Load Coordinator role throughout the year
- Perform confidently and authoritatively in role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents
New York, NY
Incident Management Specialist
New York, NY
Hamill-Raynor
New York, NY
Incident Management Specialist
- Conducting training and technical assistance for qualified vendors/service providers and division staff
- Engage with the incident response team and lead the process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtain proper approvals and distribute final client facing document
- When necessary, this position acts as a back-up to the Incident Reporting Coordinator entering incident reports into the Incident Management System (IMS) and ensures the initial information entered into IMS is accurate as reported, and provides consistency in information within the region
- Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded
- Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs
- Provide a professional second and third technical support for Enterprise Network Management customers
- Provide third and fourth level of troubleshooting for legacy customers and customers owned networks
present
Houston, TX
Senior Manager, Incident Management
Houston, TX
Stracke, Robel and Maggio
present
Houston, TX
Senior Manager, Incident Management
present
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
- Manage the operational support and oversee remediation activities with designated extended managed service providers
- Creates incident related performance analysis and reporting for review by IT management
- Performs other work related duties as assigned
- Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, etc.)
- Helping to create business aligned support of the Incident Management process
- Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
The University of Kansas
Bachelor’s Degree in Computer Science
Skills
Skills
- Able to apply knowledge of high availability system environments, if applicable
- Able to apply advanced knowledge to assist in the operation of one or more aspects of a technology area/customer group
- In-depth knowledge of administration or technical practices in relevant areas, plus application of basic theory
- Able to demonstrate broad knowledge of corporate policies, products/service portfolio, markets and processes
- Able to demonstrate good oral, written, and telephone communication skills
- Ability to learn and develop quickly
- Excellent telephone, oral communication skills, strong verbal and written English
- Strong interpersonal & relationship building
- Ability to work in a team environment, which may be local, global, virtual, or multifunctional
- Ability to multi-task and make sound judgments in a fast-paced, high stress environment
15 Incident Management resume templates
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1
Incident Management Control Lead Resume Examples & Samples
- Proven track record of managing a medium to large team
- Ability to work well in high pressure environment while maintaining focus and sense of urgency
- Ability to multitask time critical tasks while maintaining highest levels of quality
- Demonstrate influencing skills that address the varied interests and individual style of others, recognizing people have different sources of motivation
- Ability to develop working relationships across all levels within IT services
- Excellent listening, written and verbal communication skills
2
Senior Manager, Incident Management Resume Examples & Samples
- Serve as Incident Commander and lead the service restoration process during major incidents
- Minimize disruption to our business by efficiently identifying incident causes and determining the right course of actions leading to incident closure
- Take the lead role in service restoration, communication and root cause identification
- Ensure efficiency of the Incident Command process and consistency in execution across Business Units and regions
- Drive restoration process with urgency and efficiency
- Ensure timely communication with stakeholders
- Ensure consistent protocol in managing incident diagnostics and resolution
- Lead all the appropriate SMEs and vendors and ensure adequate support
- Lead and coordinate diagnostic and recovery actions
- Manage service level commitments for service availability and restoration
- Act as coach/mentor for other incident commanders
- Define key performance indicators and report appropriate incident metrics
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
- Provide Incident Commander coverage on a regular basis including non-business hours. While appropriate off-hour rotation schedules will be in place this role requires maximum flexibility for evening and weekend duties on an as-needed basis
- 10 plus years of technology leadership and management experience in a large global enterprise environment. The candidate must have a strong Service Management or Infrastructure Operations background
- Bachelor’s degree with at least 8 years of related experience
- Strong support expertise utilizing industry-recognized frameworks (i.e., ITIL)
- Strong analytical skills and process orientation
- Ability to communicate both verbally and written to all levels of personnel and organization leaders
- Solid facilitation and leadership skills
- Requires objectivity and analytical driven approach
- Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, etc.)
- Experienced in IT service delivery
- Experienced in managing third party vendors
- Pragmatic, results driven and acts with a sense of urgency
- Able to deal with ambiguity
3
Incident Management Weekend Lead Resume Examples & Samples
- Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue
- Investigation and diagnosis of all Incidents, Service Requests, Changes, and Problems assigned to the team, documenting findings in ServiceNow and reassigning to appropriate groups where required
- Resolution of all Incidents, Service Requests, Changes, and Problems that fall within the scope of the teams access and ability to provide recovery of service
- Management and oversight of Incidents and communications at various levels during the incident life cycle
- Understanding business needs and assisting in adjusting internal process to meet these needs
- Monitoring Incident Management team levels of performance against agreed quality standards and KPIs
- Ensuring development of the Incident Management team, proactively identifying areas for improvement
- Acting as point of escalation for any technical issues within team
- Highly skilled in all aspects of Incident Management. (ITIL)
- Ability to coordinate various levels IT Services personnel across multiple locations and cultural backgrounds
- Ability to multitask time critical tasks whilst maintaining highest levels of quality
- Knowledge of current IT infrastructure and application technologies
- Strong Team-building skills with ability to train & coach staff in technical processes and practices Supervision Responsibilities
4
Senior Incident Management Manager Resume Examples & Samples
- Minimum Bachelor graduate in Computer Science/Information Technology or equivalent work experience with minimum of 5 years
- Strong security background (understanding of risk, vulnerabilities, security policies, etc.)
- Solid understanding of enterprise grade technologies including security devices, network engineering, operating systems, databases and applications and their security settings and configurations
- Ability to read and understand information security policies and able to translate into operational processes to identify malicious intent or violation
- Knowledge and experience in various security tools (e.g. SIEM, Database activity monitoring, network monitoring and analysis tools, Big Data analytics)
- Knowledge of adversary tactics, techniques, and procedures (TTP), general attack stages, kill-chain and attack types
- Strong knowledge and experience in incident handling and incident response methodologies
- Relevant Security certifications (e.g. GCIH, GCIA, CEH, OSCP, OSCE, GCFA, CSIH, CISSP) and technical certifications (e.g. CCNP, MSCE) are required
- Excellent verbal and written communication skills (English language)
- Experience of working in high performing teams and understand the dynamics of teamwork in a international SOC environment
5
Manager, Incident Management Resume Examples & Samples
- Work with process executors globally to ensure defined IT Information Library (ITIL) standards and processes are followed. The position has single accountability to ensure authority over the business process and its interfaces
- Act as liaison between the business and Process Design Team to ensure clear understanding for ITSM business process requirements
- Ensure direct reports or project team members have clarity about their roles and responsibilities
- Establish objectives for each member of a project team in order to clarify expectations and the relationship of his or her work to that of others on the team
- Monitor performance against documented ITSM processes and other applicable standards of execution, in support of good financial and other business practices
- Orchestrate the deployment of resources (e.g., people, infrastructure, financial, informational) from Coca-Cola (e.g., client, internal service providers) and third parties in order to ensure successful project completion
- Create a communications plan (e.g., memos, letters, plan review meetings, status lists) to ensure frequent, accurate and timely communication to all stakeholders and to solidify commitment to the project plan
- Create or maintain partnerships with individual IT vendors by establishing goals, objectives or service levels in order to focus the relationships and provide maximum benefit/return to The Company in accordance with Company standards and procedures
- Identify required modifications to the project plan based on changed priorities, policy changes and or
- Business Partner Knowledge: Knowledge of business partners (such as customer, bottler, service agent, and supplier) in their context: industry trends and competitive pressures, strategies and plans, organizational structure, decision-making process, contacts, technology infrastructure and systems
- IT Industry Knowledge: Knowledge of the key directional trends and emerging technologies in the IT industry. Includes knowledge of the key vendors, their strategic and tactical plans, and internal/external advisory services
- Project Budgeting: Knowledge of project budgeting procedures. Includes financial forecasting and preparation of necessary documents (e.g., EVAs, ROI)
- Project Management: Ability to use appropriate tools and techniques to plan secure resources for manage assist and ensure the progress and ultimate completion of designated projects; effectively manage time and resources to ensure that work is completed efficiently
6
Incident Management Specialist Resume Examples & Samples
- Responds to all communication inputs regarding unplanned service interruptions from customers and internal IT
- Performs systems monitoring using multiple tools (HP Product Suites), being constantly aware of application or infrastructure issues across all production environments
- Leads/Performs incident detection, investigation, diagnosis, support, closure and reporting
- Leads/Performs logging, categorization and prioritization of incidents (impact + urgency)
- Ensures that assigned incidents are managed robustly & effectively and that any customer/business impact is identified and minimized
- Ensures all significant/business critical incidents are reported and escalated appropriately
- Ensures standard incident management does not meet bottlenecks with escalations happening as effectively as possible
- Ensures that incident ticket communication/documentation is accurate, timely, clear and concise
- Provides documentation for Known Error Data Base (KEDB) or similar depository
- Assists in Change Management process, reviewing changes to the NBC Universal production environment including implementation, test, and rollback plans, and ensuring all changes have full approval prior to implementation
- Identifies and assists in post incident review activity to prevent repeat incidents (proactive remediation)
- Increases communication & partnerships with IT teams and business partners in an effort to provide the best possible service
- Identifies/develops solutions to maximize operational effectiveness and efficiency
- Fosters a culture of teamwork, unity, accountability, responsibility and respect
- B.S. degree in Information Technology, Business Administration or other technical discipline
- Desired Characteristics
7
Major Incident Management Resume Examples & Samples
- Three or more years of administrative experience
- Experience working with help desks and call triaging
- English language B2 level
- German Language B2 level
8
Incident Management Resume Examples & Samples
- Facilitating and managing incidents at all severity levels
- Extensive enterprise incident management experience across several IT disciplines
- A fundamental understanding of Citi’s lines of business with a primary focus of the institutional clients group / markets
- Knowledge of transactional banking preferred
- Active Listening
- Ability to challenge information if the response does not fit the situation
- Work across one or more shifts in a 24x7x365 operational team
- Manage escalation notification and rapid communications to all senior executives and stakeholders across the company
- Continuous process improvement while increasing service quality
- Proactively identify opportunities for improving Incident Management process “Faster, Better, Cheaper”
- Establish, foster, and grow relationships with global business and technology organizations
- Increase technology, business unit, and organizational knowledge year over year
- 10-15 + years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
- 10-15 + years of interacting with a demanding customer focused service delivery organization
- Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
9
Central Incident Management Resume Examples & Samples
- Major incident managers are required to understand and execute Major Incident management process for all critical incidents in order to mitigate impact and reduce time to restore business services. This includes
- Good IT operational support background, within a complex enterprise scale, process driven environment
- An understanding of the current regulatory environment in Asia Pacific
- Experience driving projects and initatives, along with stakeholder engagement & risk management
- Excellent critical reasoning and decision making ability while under pressure
- Highly motivated with strong sense of ownership and responsibility; takes initiative to drive improvements, and grow skills over time
- Strong interpersonal & relationship skills, with team oriented collaborative approach towards addressing challenges
10
Major Incident Management Resume Examples & Samples
- Exceptional knowledge/experience with ITSM/ITIL best practices for complex, global IT organizations
- Ability to communicate well and manage highly stressful situations over the phone
- Demonstrate proven leadership qualities removing any ambiguity as to who is coordinating the incident resolution
- Ability to coordinate and drive technical bridges during a major event, asking the right questions, and steering the support teams towards quick mitigation, work-around or resolution to limit the financial and reputable exposure of VISA or any of our clients
- Ability to ensure the proper focus on Service restoration and Impact mitigation is maintained throughout the call and have the fortitude and knowledge to steer the troubleshooting and recovery efforts effectively
- Excellent communication skills to be able to liaise with senior management as well as the ability to compose, review and approve Global Information Updates, Global Incident Summary Reports, Executive Summaries and other reports on behalf of the Visa Operations Command Center
11
Manager, Critical Incident Management Resume Examples & Samples
- 10+ years of experience required
- Desired experience in: Risk Management, Enterprise Incident Management, Information Security
- 0-10%
- CISSP Certification
- Supervisory/Management experience strongly preferred
12
Global Incident Management Resume Examples & Samples
- Determine and ensure execution of appropriate actions to recover business services as quickly as possible
- Run the technical bridge to drive all diagnostic and resolution activities
- Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, JPMC lines of business
- Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident
- Actively design and manage personal improvement plan to set and meet team and individual performance goals
13
Incident Management Resume Examples & Samples
- Have P1M staff report in to this position for PMC, time sheet management and approvals, alongside other administrative functions
- Resource allocation and assignment oversight – Ensure prioritization of work based on demand
- Staffing availability – shift coverage and record absences via standard tools
- Manager Escalations – provide first point of escalation within the P1M team
- Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents
- Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes
- Mentorship / Coaching / Training – as a leader in the P1M space, there should be continuous mentoring and non-specific coaching and training undertaken and delivered in the appropriate time frames
- Admin updates, and ensuring administrative tasks such as RAT Tracker and Staff schedules are managed
- Monday to Friday shift with escalation rotation with RM’s
- Technical Communications – ensure the process is being followed for both timeliness and quality
- SMS Review and oversight – ensure that communications via SMS are being handled and delivered effectively by members of the team
- Ticket review and oversight – constantly reviewing ticket details and ensuring standards are kept along with process driven correctly
- Scorecard input, both in process and execution
- Start of Day reports – ensure they are delivered with accuracy and timeliness
- WLC Training and support – ensure continuous training updates are developed and implemented for the Work Load Coordinator role throughout the year
- Turnover management and oversight – ensure all of the disciplines related to Turn Over are effective
- MIR timeliness and quality – ensure that the MIR process continues to be adhered to by the team
- 3 - 5+ year’s of leadership experience of small to medium teams in a production operations role
- 10+ year’s professional experience in incident management, practices and skills or in IT operations in a financial institution
- Must be able to work part of on-call rotations which will include weekends
- Able to manage escalations outside normal business hours on occasion
- Must possess decisive leadership, and the ability to exercise sound judgment and decision making skills in the heat of the moment
- Build relationships both from a customer and technical point of view including with the problem and change management teams
- Foundation Certification or strong knowledge of ITIL concepts is advantageous
14
Incident Management Group Resume Examples & Samples
- Manages day-to-day activities and actively participates in the incident management process
- Plans and effectively manages required resources for incidents (both internal and external)
- Performs quality assurance or review on the incident management activities of the project team, including both internal employees and external resources/experts
- Fosters the development and actively supports the usage of best practices in the incident management process
15
Incident Management Resume Examples & Samples
- Bachelor’s degree in business, mathematics, engineering, information systems, computer science or related field preferred
- 7+ years of experience within a technology environment
- 3+ years of Incident Management experience
- ITIL Framework V3 certification
- Experience with mainframe, distributed platforms and network topologies
- Experience conducting root cause analysis, documenting findings, and designing plans to rectify production issues
- Ability to think and act independently to resolve production issues
- Must display a history of achieving goals in a high performance environment
- Proven verbal and written communication skills for both technical and business audiences
- Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint
16
Senior Manager, Incident Management Resume Examples & Samples
- Overall day to day responsibility for the Incident Management process
- Continuous development & daily management of service quality focused on increasing customer satisfaction via reduced Meantime to Repair, decreased ticket aging times, and increased data quality
- Pro-actively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for our customers and ourselves
- Work with ITSM tools team on any required tooling changes needed to support process improvements on an ongoing basis
- Point of contact / support for any required audit or compliance group inquiries with regards to the incident management process
- Manage the operational support and oversee remediation activities with designated extended managed service providers
- Support continual service improvement activities of service assurance and reporting and service improvement by leveraging predictive analytics
- Helping to create business aligned support of the Incident Management process
- Drive visibility into service quality and process effectiveness with comprehensive reporting based on well-designed metrics
- Manage relationships with senior global business and technology management as well as other team members
- Help to ensure all processes and procedures comply with corporate guidelines with resolver teams globally
- Maintain industry best practice framework, process, and tool knowledge
- Interact with other teams in other sectors to help drive outages and service improvements
- An advanced degree or direct healthcare experience is preferred
- Foundation level ITILv3 certification is required. ITIL certification in Support and Restore is highly preferred
- Minimum 10 years of Incident Management Process experience, preferably in a broad based global infrastructure enterprise is required
- Continuous development & daily management of service quality focused on increasing customer satisfaction via reduced Mean time to Repair, decreased ticket aging times, and increased data quality is required
- A demonstrated commitment to service management (ITIL) disciplines (Service Desk, Incident Management, Problem Management, Change Management) is required
- Ability to manage relationships with senior global business and technology management as well as other team members is required
- An understanding of Severity Matrix, Service Level Agreements, and Support matrixes is required
- Strong interpersonal & relationship skills, ability to develop others, and general leadership qualities is required
- Must have excellent written/verbal communication skills
- Six Sigma, PMP certifications is preferred
- Ability to communicate technical terms into business term language is required.Info Technology
17
Service / Incident Management Specialist Resume Examples & Samples
- Representing your region in global customer care team activities, initiatives and projects
- Marketing our services through online design and development
- Maintaining enhancements in the various WEBi dashboards
- Understanding Customer Survey comments and driving advances in results
- Analysing KPI trends, identifying and implementing improvement action plans
- Ensuring continuous improvements on non-compliance areas to Incident & Knowledge Management Best Practices
- Building effective relationships with business partners and regional teams, understanding their requirements and challenges, and acting as the key contact specialist
- Knowledge sharing, coaching and training customer care teams on our Standards and best practices to ensure compliance
18
Cert Incident Management Lead Resume Examples & Samples
- Lead and manage the response to Digital security incidents, minimizing the risk to BP's information assets, data and services
- Manage high priority security incidents to closure, ensuring timely containment of threats
- Conduct post-incident reviews assessing the effectiveness of the controls, monitoring and responses to improve BP's cyber resilience
- Manage the quality of communications to stakeholders ensuring that major incident communications are accurate, relevant, concise and timely
- Enhance the design, documentation, and implementation incident response processes, procedures, guidelines, and solutions
- Create and maintain operational reports for Key Performance Indicators and Monthly Metrics
- Lead and coordinate large-scale cyber exercises to ensure continuous improvement in BP's Digital Security response
- Build close working relationships with the segment Heads of Digital Security, Digital Security Risk Officers, Service Management Office, Intelligence Security & Crisis & Continuity Management, Business Integrity, Group Communications and Key Strategic Suppliers whose support and knowledge are vital in delivering the remediation of security events and incidents
- Coordinate information sharing of incidents, where appropriate, to educate DSR and the wider business on threats posed to BP
- Maintain a strong awareness of technology, emerging cyber threats and industry best practice to enhance Incident response
- Strong understanding and practical knowledge of incident management
- Up-to-date knowledge of technology, cyber and information security threats facing oil and gas
- Excellent verbal & written communication, influencing, and conflict management skills
- Strong negotiating, conflict resolution, influencing and stakeholder management skills
- Ability to grasp complexity and ambiguity with a strong will to succeed
- Proven ability to explain security issues in business language and business issues in security language
- Ability to articulate and communicate intelligence on adversaries, campaigns and threats facing BP
- Strong organizational and multi-tasking skill
- Attention to detail with flexibility in addressing changing requirements
- 3+ years working in the cyber security field
- Information Security certification (CISSP, CISM, etc.)
- Incident and Forensic Security certification (ITIL, GIAC GCIA / GCIH)
- Comprehensive understanding of risk management
19
Global Incident Management Resume Examples & Samples
- Ability to take quick decisive action to make additional escalations and/promotion of significant events to the Crisis management team when warranted
- Leverage Service Monitoring, Application Monitoring and Infrastructure teams to develop a holistic view through the aggregation and distribution of information
- Strong interpersonal skills and the ability to excel as part of a team
- Uses sound judgment in determining priorities and enlisting support of other internal groups to prevent any compromise in service quality for Visa internal and external customers
- Experience working in a 24x7 environment; ability to work flexible hours and be on-call
- Experience managing large scale technology incidents and supporting root cause analysis
20
Incident Management Lead Resume Examples & Samples
- Establish Incident Management Process that supports the Volvo Group IT organization in efficiently and effectively handline Service deviations
- Be the Volvo Group IT expert in Incident Management
- Contribute to evolve and support the organization to deliver better services with higher quality
- Drive guidelines and process adherence across Group IT, ensuring consistent ways of working across the functions
- Measure the efficiency in execution of the capability on a holistic level (E2E) and report to affected management team for action
- Assist the Group IT line management in understanding and utilizing Incident Management in the most efficient way
- Quality, Reporting & Key Performance follow-up for the area of responsibility
- Drive and ensure sharing of best practice within Volvo Group IT
- Drive implementation of Incident Management in Group IT
- Wanted profile
- You have a strong quality focus and a personal drive to reach the objectives and targets set for your area to contribute to the Volvo Group vision and strategy
- Since you are part of a global unit, with global responsibilities, you will need to actively cooperate with various stakeholders and navigate with ease in a multi-cultural environment. It is important you have an innovative and creative mind-set in order to inspire and challenge the Volvo Group IT organization. As the Incident Management Lead you must have proven experience from working in the Incident Management area
- Broad IT-management experience, preferably in Process management and IT operations
- Solid knowledge in Incident Management
- Have the ability to, in an inspiring way, communicate vision, strategy and objectives
- Have shown managerial courage and the ability to deal with ambiguity
- Strong organizational agility and proven experience in driving change
- Have a leadership characterized by high level of integrity and trust based on ethics and values according to the Volvo Way
21
Incident Management Head Resume Examples & Samples
- Experience managing Incident Management or other large command center organizations
- Experience of interacting with a demanding customer-base at senior levels and ensuring credibility is maintained through solid delivery against commitments
- Strong deductive reasoning skillset
- Ability to drive for decisions when leading an incident investigation
- Ability to maintain a professional demeanour and attitude while being assertive
- Ability to multi-task and make sound judgments in a fast-paced, high stress environment. Ability to interact with and influence people/groups of widely varying disciplines and backgrounds
- Experience in an Operations Command Center/NOC environment for a large enterprise is highly desirable
- Will be highly-motivated, strong performer Competencies
- Team Oriented with a collegial approach to addressing challenges – while maintaining an influential presence in all situations, often times with more senior personnel
- Strong people, process, and business focus
- Ability to react to a dynamic environment
- Ability to remain calm and objective in a high-pressure environment
- Fast Learner and takes initiative to grow skills consistently over time
22
Incident Management Specialist Resume Examples & Samples
- Reviewing the Qualified Vendor/Service Providers Incident reports, as well as reviews other records maintained in the provision of services
- Interviewing involved parties and if other agencies are involved, coordinates investigation efforts with these entities as assigned by the supervisor
- Conducting training and technical assistance for qualified vendors/service providers and division staff
- Drives to and from licensed settings to complete health and safety reviews
- When necessary, this position acts as a back-up to the Incident Reporting Coordinator entering incident reports into the Incident Management System (IMS) and ensures the initial information entered into IMS is accurate as reported, and provides consistency in information within the region
- Notifying the proper District staff of incidents to ensure proper response
- Investigation and fact finding methods
- Maintaining and updating databases files
- Working with material of a technical and/or confidential nature
- Dealing with the public
- Compile, organize, analyze and interpret data and information into report formats
- Ability to prioritize and meet time lines
- Will have one (1) year of experience working with individuals with developmental disabilities or a vulnerable population
- Experience utilizing various computer programs (e.g., Word, Excel, Database systems, etc.) preferred
- Successfully pass background and reference checks. Employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions
23
Director Major Incident Management Resume Examples & Samples
- Manages a global service organization (bridge management) to manage all business critical incidents impacting the enterprise
- Develops and implements Technology, supplier and vendor continuous improvement programs to improve throughput, costs, or availability
- Manages Technology resource requirements to ensure appropriate balance between tactical and strategic demands
- Manages relationships between Technology and suppliers to ensure service levels are monitored and followed, as indicated in terms of agreement
- Executes policies and procedures for the production and service support function
- Provides appropriate status updates/reports, and undertakes review sessions with senior Technology management and Business leaders
- Ensures goals relating to incident reduction and Technology operations saves are actioned and reported
- Ensures that procedures are in place for effective assignment and coordination of resources for incident and preventative resolutions
- Ensures suppliers and vendor partners meet the metric targets for incident resolution
- Develops strategies to proactively reduce volatility, improve stability and permanently prevent reoccurrence of incident for the business critical applications within the application portfolio
- Acts as an advocate for all suppliers and/or vendors while ensuring the Business is receiving the appropriate level of service
- Prior relevant Technology and business/industry work experience including architecture design and deployment, systems life cycle management and infrastructure planning and operations
- Leadership experience in managing multiple, large, cross-functional teams or projects
24
Incident Management Resume Examples & Samples
- Manage incident management bridge calls with support teams, on-call support application teams and management
- Assist other CB production support staff and CB applications in driving to resolution of production issues
- Assist in driving to root cause for CB owned and impacting incidents
- Writing timely and accurate executive style technical communications
- Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call production support staff
- Provide subject matter expertise for CB support issues. Represent CB for enterprise-wide issues and coordinate efforts with other LOB PACs
25
Manager, Global Incident Management Resume Examples & Samples
- Manage team of Incident Mangers, responsible for responding to, investigating, managing and resolving high-impact incidents and escalations around product authenticity (counterfeit, trademark, copyright) issues
- Supervise drafting and presenting deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports
- Analyze existing policy and process gaps, and develop solutions to close them
- Track and report regularly on team projects designed to improve operational and process efficiency. This will include working extensively with external teams
- Engage directly with senior leadership to provide updates to critical incidents
- Use high-level judgment to own our most complex enforcement decisions
- At least 5 years of experience working in relevant industries such as law, IP protection, customer service, investigations, etc
- Experienced people manager
- Intensely customer-focused, with passion for protecting customers from bad actors
- Strong critical thinker with the vision to work both tactically and strategically
- A proven track record of successfully delivering initiatives from conception through completion
- Experience with abuse, risk management, intellectual property, compliance or similar product initiatives preferred
26
Incident Management Manager Resume Examples & Samples
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident process
- Producing management information, including KPIs and report
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Monitoring the effectiveness of incident management and making recommendations for improvement
- Developing and maintaining the incident management system on Service Now
- Ensuring that all AO and IS teams follow the incident management process for every incident
- Act as Major Incident Manager (duty manager) during Major Incidents
- Act as a first stage of escalation for incidents
- Candidates should be available on call in a rotating schedule
- Strong hands-on skills in Service Management, incident and change management
- Advanced skills in Microsoft Office tools
- Candidates must have working knowledge in service-now
- Thorough knowledge of IT environment, technologies, and system hosting infrastructure
- Experience in supporting applications & infrastructure systems using service management tool in ITIL standards
- Demonstrates solid knowledge of one or more areas of systems technology
- Is familiar with implementing processes at an organizational level using Enterprise IT methodologies (ITIL, etc.)
- Ability to get a security clearance is required
27
Incident Management Specialist Resume Examples & Samples
- Communication and coordination of activities required to resolve Critical Incidents resulting in significant impact to MSD business operations
- Driving alignment of Global IT Command Center engagement and process execution with country/site leaders
- Sharing responsibility for operations and service desk support for MSD's global IT infrastructure and Operations Center environments
- Monitoring Managed Services provider to ensure all services are delivered with appropriate quality and timeliness while ensuring adherence to defined processes
- Partnering with IT colleagues to communicate service disruptions in the environment
- Escalating issues to appropriate resolver group and/or management using MSD's standard incident management processes and tools
- Coordinating Problem Investigations to reduce reoccurrence of incidents
- Coordinating required status reports for Global IT Command Center management and senior management
- Experience with technical support in a service desk/ IT command center/network operations center
- General knowledge of infrastructure technologies & application development with a specialization in at least one technology
- Strong interpersonal skills, with demonstrated ability to work as part of both physical and virtual teams
- Strong analytical, decision making, troubleshooting, problem solving, time management and project management skills
- Ability to simultaneously identify and prioritize multiple changing priorities
- Working knowledge of ITIL framework
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Incident Management Group Resume Examples & Samples
- Organizing, coordinating and monitoring appointments, meetings, conference calls, video conferencing, etc. for the IMG Regional Head and the connected team
- Support of APAC IMG team in the coordination of senior / regulatory interactions
- Preparation of templates and meeting documents incl. gathering and processing of information independently
- Receiving and sorting of incoming international requests by phone, e-mail or post
- Planning and organization of travel and their follow-up incl. travel expenses accounting
- Processing of ad-hoc queries and topics
- Organization of the office stationery and supplies (incl control and requests submission)
- Potential of growing into supporting content / PMO work according to capabilities and interest
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Major Incident Management Resume Examples & Samples
- Bachelors degree in Computer Science or related technical field required
- 5+ years of technology experience in delivering support services directly related to IT operations and support organizations for production environments to include similar Major incident management competencies
- Strong collaborative relationships with the various support teams and the ability to guide, direct, coordinate and control priority one problem bridges
- Understanding of customer topology and potential work-around scenarios to mitigate high profile client impact
- Modify and create work instructions or recipes to prepare for similar impacting events and allow for a quicker response. Constantly review work instructions for accuracy and solicit improvements through second level support groups
- Ability to communicate effectively throughout the incident management process with executive management, Client Services and other Event managers to ensure meaningful status updates are delivered in a timely and accurate manner, as per documented process
- Liaise with the Business Continuity team to provide summary detail should the crisis management team be invoked
- Follow documented support procedures, managing each issue through resolution in support of established service levels
- Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality
- Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents
- Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone
- Bridge Stewardship in support of timely resolution of internal issues
- Exceptional knowledge/experience with ITSM/ITIL best practices for complex, global IT organizations
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Incident Management Specialist Resume Examples & Samples
- Taking the lead to manage the day to day resolution of incidents impacting BP
- Take regional responsibility for the investigation, diagnosis and resolution of incidents within the region
- Manage the quality of communications to stakeholders ensuring that major incident communications relevant, concise and timely
- Collaborate with other Service Management teams within the Command Centre (Change) Team to ensure that events, alerts and changes are defined & understood to enable faster response to incidents
- Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded
- Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs
- Continually seek to improve the quality, productivity and culture of the service, ensuring that the operational documentation is developed and reviewed on a regular basis
- Support the Service Operations Manager in the definition of the strategy and long-term plans for the services and the implementation of Service Improvement Projects
- Work closely with the Problem Management team to actively contribute to relevant parts of the Problem Management process, such as Root Cause Analysis
- Has an excellent understanding of service management within a diverse global organisation and relevant experience in IT Operational Management
- Experience managing major incidents with demonstrable understanding of both business and service impact in a global organisation
- Demonstrate effective stakeholder engagement across a globally-distributed organisation and hierarchy across differing time-zones and geographical boundaries
- Experience of influencing skills in driving compliance and application of standards across a diverse, multi-sourced supplier landscape across a global IT function
- Good collaboration skills, confident and structured when dealing with conflict
- Proven commitment to IT Service Management best practices, especially Problem Management and Incident Management
- Able to communicate effectively in the English language (written and spoken)
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Incident Management Lead Resume Examples & Samples
- Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
- Due to the sensitive nature of the mission for this government client, all candidates must hold or be able to attain a TS/SCI and be willing to take and pass a Counter Intelligence Polygraph if requested
- Possession of strong analytic, verbal, and written communication skills
- Knowledge of our IC Customer's Agency Unique Environment, C2S, IC Gov Cloud and Amazon Web Services
- Knowledge of our IC Customer's Enterprise Shared Service Model
- 3-5 years of directly related experience supporting service desk oper
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Service Specialist, Incident Management Resume Examples & Samples
- Planning and Prevention
- Versatile communication skills, and the ability to distil complex issues in pressured situations
- The ability to work confidently with senior stakeholders and experience facilitating and chairing meetings and audios
- A cool head under pressure and a good understanding of incident and problem management principles
- Strong analytical skills with ability to review complex data to identify trends
- A keen eye for detail, and experience of producing reports
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Major Incident Management Lead Resume Examples & Samples
- Management of P1 and P1 impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues
- Undertakes post incident reviews, with the focus on identifying process or operational improvements for the MIM team
- Management and oversight of service delivery processes in consultation with Service Management Manager on processes relating to Incident, Problem, Request, and Change, configuration and service level management, as well as resource coordination, customer management, dispute resolution management and communication at various level during services engagements from tactical(incident based) to strategic (Global Account Management Strategies)
- Works with Service Management Manager and 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 GBT)
- Assists in driving educational, training and communication programs surrounding the MIM process
- Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident
- Ownership and customer account management on a 24x7 basis
- Strong organizational skills and the ability to effective manage multiple tasks simultaneously
- Aptitude for, and interest in, learning new technologies
- Customer focus and ownership - displays initiative and a proactive approach to work
- An understanding and experience of the technology (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)
- Understanding of metrics for the MIM process, and use of metrics to measure results
- Crisis Management skills
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Incident Management Resume Examples & Samples
- Minimum 7+ years of relevant experience into Major Incident Management
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Responsible for communicating with the Incident Process Owner
- Point of contact for all Major Incidents
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure
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Incident Management Resume Examples & Samples
- Minimum 5+ years of relevant experience into Incident Management
- Identify, initiate, schedule and conduct incident reviews
- Provide guidance to the Incident Process Coordinators
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
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Incident Management Specialist Resume Examples & Samples
- Provide next level technical support for MSC (Major Service Centers) problems referred to the team in an effective and timely manner
- Provide technical support to Service Desk Specialist to help them solve complex issues
- Troubleshoot and Test Layer 1 issues using Bert test from Orange Network
- Troubleshoot and Test Layer 2 issues using RFC2544 Ethernet test from Orange Network
- Troubleshoot and Test Layer 3 issues using IP protocol test from Orange Network
- Work with in region telecom providers to resolve network issues
- Support Orange Field Engineer’s when dispatched to resolve network and customer issues
- Provide Turn up assistance of Orange services from 56K to GigE Ethernet
- Diagnose configuration issues by effectively utilizing software diagnostics and other network/product utility programs
- Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs
- Provide a professional technical support for Orange LDM/NORF Teams
- Document all testing via the electronic provisioning management system
- Follow various Industry Standard Process in-terms of Incident Management and Problem management
- Adhere to published internal processes, procedures and case excellence guidelines at all times
- Ability to build relationships with peer and management levels both with internal and external Customers and Suppliers
- Ability to drive chronic and complex cases in to quick and efficient resolution
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Manager, Major Incident Management Resume Examples & Samples
- Bachelor’s degree from an accredited college or university in Computer Science or Business or equivalent years of experience in lieu of degree
- A minimum of 5 or more years of experience in running incidents / situations / crisis events in a large, complex enterprise environment required
- A minimum of 5-8 years technical experience - preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization desired
- A minimum of three to five years of progressively responsible management experience required
- Ability to lead and supervise others
- Proven high level technical skills, background and experience
- Troubleshoots problems using logic, methods and tools, working with other groups to solve issues with effective solutions
- Ability to identify data patterns that do not adhere to Policy or Procedure standards or requirements
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Major Incident Management Resume Examples & Samples
- Receives, classifies, documents and tracks Service Desk contacts, user alerts, monitoring system alerts, and direct contact from Tier 2/3 staff in the ITSM solution
- Undertakes immediate efforts to ensure effective and rapid response and restoration (Crisis/ P1 / P2)
- Advocate for customer, Tier 2 and Tier three technical teams, and business
- Researches, identifies and proposes viable solutions for major incident process
- Assigns unresolved Incidents to appropriate Tier 2/3 Support Groups
- Deconstructs MIM (s) to identify issue lifecycle versus root cause
- Coordinates identification and resolution of Major Incidents with resolvers
- Performs and documents escalation of issues that are not attended to in a timely manner
- Obtains and documents accurate updates on the work being done to resolve the outage
- Documents/updates appropriate communications, phone portals and service portals wherever applicable
- Coordinates the logistics around and conducts related audits of Major Incidents, including sample selection, documentation, and communication of results. Ensures compliance with MIM requirements, processes and procedures. Ensures timely completion, management and control of MIM deliverables
- Ensures conformance to and provides high level of expertise on MIM tool(s), Knowledge Management tool(s) and Quality Management tool(s), processes, and procedures
- Performs as technical evaluator for PSP’s and Knowledge Articles. Reviews and makes recommendations of improvements to knowledge management documentation
- Contributes analysis and documentation to Known Error Database
- Develops, recommends and monitors corrective and preventive actions
- Accountable for submitting change requests in MIM arena on behalf of team
- Interprets and implements MIM standards and requirements
- Adheres to and maintains high levels of expertise in all MIM support processes, procedures, and expectations established by management
- Assists with the updating of SOPs, work instructions, checklists and various other documents under MIM
- Proactively identifies training opportunities to execute on the organizations overall goals
- Meets or exceeds all Goals and Objectives and Service Level Targets
- Provides input to senior team members in regards to MIM related actions/activities
- Works both routine and complex Incidents independently and provides a more thorough level of investigation
- Could work on-call hours that would include 24/7 coverage per the SOPs
- A minimum of five to seven years of equivalent experience, or seven to nine years of related experience in Computer or Customer Support
- Experience with the FDA, pharmaceutical, blood banking or the financial industry regulated environment a plus
- Highly tenacious, combined with high stress resistance
- Uses logic, methods and tools to solve problems with effective solutions
- Ability to coordinate and drive conference calls
- Displays basic Project and Problem Management skills and abilities
- Ability to recognize errors and correct to meet organizational standards
- Ability to troubleshoot problems and work with other groups to find solutions
- Capability of multi-tasking, managing multiple events simultaneously
- Proven ability to analyze and report on various levels of data and metrics
- Ability to follow outlined processes and procedures
- Ability to speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization
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Incident Management Expert Resume Examples & Samples
- Single point of contact for SITA performing Incident & change management activities combined in one desk
- Conduct initial diagnostics and undertake full fault and diagnostics to resolve where possible, customer faults as well as manage customer change requests
- Liaise with the change manager and USO for complex and bulk changes
- Provide guidance and act as an IPT technical point of escalation for incident management specialists
- SITA major account designated SPOC
- Provide a professional technical point of contact for customers
- Diagnose fault related incidents by effectively utilizing software diagnostics and other network/product utility programs
- Provide updates as needed to the customer in order to meet performance objectives and service excellence guidelines
- Ensure incidents and changes are resolved at the SITA desk level or allocated to the most appropriate ‘next step’ as part of the incident & change management process
- Perform technical escalations in line with company procedure
- Monitor systems, customer networks and products, deal with alerts and events as appropriate
- Liaise and refer issues to relevant entities
- Document all troubleshooting and incident management actions
- Document all change management actions
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Incident Management Expert Resume Examples & Samples
- Lead SPOC for SITA incident & change management activities
- Designated Change Manager for SITA major account working in a transversal model “follow the sun “
- Train new comers on the process, tools and best practise for both incident and change management
- Provide statistical reports to OBS/SITA as assigned by the team manager
- Ensure the SLA achievement for both incident and change management activities
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Senior Manager, Incident Management Resume Examples & Samples
- Partners with application support, application development, global infrastructure, problem management and business stakeholders to restore service and prevent reoccurrence of incidents
- Using ITIL Best Practices, oversees the Incident Management and Service Desk Teams
- Champions and promotes the benefits of Incident, Event, Alarm, Service Desk and other IT Service Management processes
- Ensures the Incident Management team has appropriately documented the critical aspects of individual incidents in preparation for the problem management team’s process of determining their root cause
- Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed
- Manages an outsourced partner based team who supply Service Desk related functionality on a 7x24x365 basis throughout the MGM enterprise
- Leads and ensures that the service desk team continually provides superior support and scalability to meet business demands
- Ensures effective integration with other IT and Business Teams
- Monitors adherence to the Incident, Event, Alarm and Service Desk processes, policies and procedures
- Responsible for identifying and driving implementation of activities that improve the efficiency and effectiveness of these processes
- Evaluates the creation of process metrics while ensuring IT transparency
- Oversees process to ensure that internal service, as well as, outsourced partner related SLAs are completed and approved within agreed upon timeframes
- Creates incident related performance analysis and reporting for review by IT management
- Partners with the outsourced partner on the creation of service desk performance related reporting
- Works closely with both the Executive Director of IT Service Management and the outsourced partner on developing, enhancing and maintaining a Continuous Improvement and customer satisfaction program
- Four year college degree in Information Systems/Technology, Computer Science, Computer Engineering, or a related field
- At least 6 years of experience in Information Technology; which includes at least 3 years’ experience in IT Incident Management
- At least ITIL Certification
- At least 3 years of IT leadership experience
- Thorough understanding of Incident, Event, Alarm and Service Desk processes with proven experience supporting this process within a large scale organization
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Incident Management Resume Examples & Samples
- Two (2) years of experience performing in incident response roles that include containment and isolation, forensics, root cause analysis, and remediation
- Three (3) years of experience in a consulting services role or a related information security position
- Bachelor’s Degree from a four-year college or university in Information Assurance, Computer Science, Management Information Systems or related area of study; or related experience and/or training; or equivalent combination of education and experience
- Highly desired certifications include: GIAC Certified Forensics Examiner (GCFE), EnCase Certified Examiner (EnCE) Certification (ENCE), Certified Computer Examiner (CCE), and Certified Computer Forensics Examiner (CCFE)
- Ability to combine multiple separate findings to identify complex attacks and incidents
- Mastery of commercial and open source security tools (e.g. Nessus, Nexpose, SAINT, Qualys, Burp, Nmap, Kali, Metasploit, Meterpreter, Wireshark, Kismet, Aircrack-ng etc.)
- Familiarity with many different network architectures, network services, system types, network devices, development platforms and software suites (e.g. Linux, Windows, OS X, Cisco, Oracle, Active Directory, JBoss, .NET, etc.)
- Ability to convey complex technical security concepts to technical and non-technical audiences including executives
- Ability to work both independently as well as on teams
- Ability to lead and mentor others; willingness to collaborate and share knowledge with team members
- Proven ability to review and revise reports written by peers
- Experienced at writing technical proposals, statements of work, white papers, presentations and project documentation; strong attention to detail
- Demonstrated effective time management skills, ability to balance multiple projects simultaneously and the ability to take on large and complex projects with little or no supervision
- Motivation to constantly improve processes and methodologies
- Passion for creating tools and automation to make common tasks more efficient
- Knowledge of programming and scripting for development of security tools
- Ability to deliver presentations at industry conferences, write blog posts
- Recognition in the security community for speaking preferred
- Published white papers preferred
- Strong programming skills preferred (Python, Ruby, Node.js, C/C++, Assembly, etc.)
- Reverse engineering/Binary analysis experience (firmware, x86 applications, etc.)
- This position requires the ability to respond onsite in a 24/7/365 environment; must be willing to work evening, overnight, and weekend and holiday hours as needed
- Strong interest in technology and a desire to learn and grow in the Networking/Security/Digital investigations field; skills and knowledge must be kept current
- EnCase, FTK, X-Way, Paraben P2, and/or other experience with similar advanced products
- Demonstrated understanding of networking in any of the following deep packet analysis tools: Wireshark, Network Miner, or NetWitness
- Understanding of threat vectors and related artifacts subsequently left behind and methods of retrieving and interpreting them
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Senior Specialist, Incident Management Resume Examples & Samples
- Contribute to defining and executing, for existing and new products on
- Strong understanding of the Incident Management, Problem Management or Change Management Process required
- Bachelor's degree in technology or engineering related field or equivalent relevant experience
- 7+ years experience in IT systems support functions
- Strong demonstrated technical troubleshooting skills
- Keen focus on providing exceptional service to customers
- Strong interpersonal (listening, written and verbal communication) skills
- Demonstrated strength in facilitation, conflict resolution, and negotiation
- Demonstrated ability to handle multiple tasks simultaneously
- Strong analytical skills with demonstrated track record as a critical thinker
- Should be able to provide 7x24 on call support on a rotational basis
- Should be able to work evenings / weekends as needed
- Experience with ITSM tools – Jira, Remedy, and/or ServiceNow
- The following qualifications are desired
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Incident Management Resume Examples & Samples
- High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree
- Typically, 3-5 years of working experience in related fields
- Able to apply advanced knowledge to assist in the operation of one or more aspects of a technology area/customer group
- Ability to resolve or assist in the resolution of complex Customer problems
- Able to apply knowledge of high availability system environments, if applicable
- Able to apply skills in project management, analysis, scheduling and controlling
- Able to demonstrate good oral, written, and telephone communication skills
- Able to understand Customer system environments with associated business needs
- Demonstrate good teamwork with peers
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Incident Management Resume Examples & Samples
- Perform confidently and authoritatively in role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents
- Perform work successfully with minimal supervisory oversight; able to independently work in a remote capacity
- Act as investigative architect and provide internal or external teams with documentation and methodology sufficient to conduct an investigation to successful completion
- Demonstrate ability to invent and successfully utilize new investigative workflows to overcome emerging threats never seen before or to work around problems encountered during engagements
- Remain current on information security and emerging threat trends and tools and methodologies to combat the same
- Guide customers through investigations in compliance with regulatory requirements
- Review security infrastructure and configuration to identify points of vulnerability and suggest recommendations for remediation
- Travel as needed to customer locations to perform reactive and proactive engagements, including frequent travel with very short or no advanced notice. International travel may also be required
- Adhere to policies, procedures, and security practices
- Resolve problems independently and understand escalation procedure; coordinate escalations and collaborate with internal technology teams to ensure timely resolution of issues
- Take meticulous notes and demonstrate strong reporting capabilities and attention to detail
- Perform public speaking and eminence related activities
- Develop training content and provide instruction on advanced investigative concepts
- Testify in court cases regarding investigations conducted
- Strong interest in technology and a desire to learn and grow in the Networking/Security/Digital
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Incident Management Specialist Resume Examples & Samples
- Provide a professional second and third technical support for Enterprise Network Management customers
- Provide third and fourth level of troubleshooting for legacy customers and customers owned networks
- Owns the chronic and the complex problems / incidents
- Execute the simple changes for the CIC2.0 customers
- Higlight all the single point of failures and potential issues that might affect the customer to the customers' account team
- Provide updates as needed to the customer in order to meet performance objectives
- Comply with all the special process and procedures agreed with the account teams and customers
- Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
- Monitor systems, customer networks and products, and deal with alerts and events as appropriate
- Liaise and refer issues to correct/relevant entities when needed
- Undertake any other reasonable task as assigned
- Determination to process tasks according to predefined processes is essential
- Drive chronic and complex cases in to quick and efficient resolution
- Act as a case manager in order to always push for faster issue resoultions
- Provide technical training to the team members when required
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Critical Incident Management Responder Resume Examples & Samples
- This position is for 1st shift with a rotating weekly schedule
- Applicant must be willing and able to cover different shifts based on business needs
- Provide for continual monitoring, SLA awareness and reporting of all Priority 1 and Priority 2 incidents
- Lead technical teams and provide guidance in resolution within SLA timeframes, ensuring all needed service areas
- Minimum 6 years IT experience with Bachelors, 4 years with Masters
- Additional (four) years of Relevant critical incident management experience will be considered in lieu of a degree
- Must demonstrate a strong working knowledge of various IT disciplines (server, desktop, network, security) from prior
- Must be able to communicate effectively at different levels within the organization, to include senior management and
- Prior Critical Incident Management experience
- Demonstrate integral knowledge of VITA Program, the CIA and Program operating guidelines
- Demonstrate knowledge of various VITA Program agency customers
- ITIL Foundations 3.0 certification
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Incident Management Specialist Resume Examples & Samples
- Good time management, and organisational skills
- Ability to deal with multiple tasks
- Team work, uses a team approach to solve problem when appropriate
- A determination to process tasks according to pre-defined processes is essential
- Proactive, self motivated and determined attitude
- Good PC skills and application knowledge
- Basic knowledge about ITIL
- To be inquisitive
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Incident Management Resume Examples & Samples
- Coordinate and communicate all major incidents
- Ensure major incidents are escalated and facilitated to enable efficient and timely service restorations
- Communicate with all levels of management regarding Priority 1 and Priority 2 incidents
- Support rotating on-call support for Priority 1 and 2
- Perform initial Priority assessments and mediate Priority assessment disputes
- Facilitate the restoration of service; facilitate discussions and identify resulting action items
- Ensure the correct technical staff is working on an incident
- Escalate issues during the issue resolution
- Facilitate and support lessons learned reviews
- Assist with enhancements of incident process documentation and incident reports
- Assist in measuring and improving, information and experience within incident management
- Ensure standards, tools and best practices are implemented
- Educate community about Incident Management services
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Incident Management Expert Resume Examples & Samples
- Perform identification of failure points, troubleshooting and resolution for Genesys & FCC system faults in customer and OBS network
- Liaise with the other OBS groups to resolve contact center faults on the network
- Log and track faults for voice customers and provide progress update reports until resolution
- Liaise with next level for fault escalation and resolution
- To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed
- To ensure the correct analysis and classification of each fault as it occurs on the network
- To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
- To accept Tickets and able to work with other groups and organization to resolve problem within set times
- Any other tasks or projects relevant to job as assigned by the group manager
- Activate chronic procedures to next level and Service Managers as necessary
- Troubleshooting skills on Genesys Framework v7.6,v8.x & Genesys Voice portal
- Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)
- Knowledge on scripting of Voice XML, PHP & Java
- Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc)
- Cosmocom contact center knowledge would be added advantage
- Working experience on different dialogic crads and Voice Gateways used in CC
- Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
- Experience on Windows 2000/2003 and Linux/Unix
- Knowledge on database (mysql, mssql& oracle) and SQL
- Qualified on Network, LAN/WAN topologies and protocols
- Ability to carefully plan and co-ordinate work according to a demanding time schedule
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach
- Ability to work under pressure
- Presentation/Report writing skills
- Excellent problem solving skills are necessary
- Flexibility in terms of working hours
- English language proficiency required second/multiple international language(s) proficiency beneficial
- Engineering degree in telecommunication or Equivalent
- Formal certifications or trainings (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant)
- Strong experience in telecommunications with 3-5 years technical
- Relevant experience should be 3-4 years
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Director of Incident Management Resume Examples & Samples
- Set Flowers Foods policy for incident management and oversee compliance to that policy for all covered Flowers information systems
- Manage people, third parties, and other human resources required to fully staff and support incident detection and response function
- Manage threat detection processes inclusive of manual and automated security event detection and reporting processes (e-mail, IDS, SIEM)
- Liaise with Information Technology on improvement of IT security technologies
- Investigate security events to determine if there are security incidents or breaches
- Create, maintain, and implement corporate information security incident response plans
- Perform analysis of malware to determine scope and origin of network intrusions
- Analyze events to determine root cause and areas of improvement
- Identify, select, and work with IT to implement technologies to support incident management function
- 10+ years of IT technical experience in the areas of network, servers, and applications
- 5 years of professional experience working in a SOC or performing cyber investigations
- 3 years leadership experience managing a security team
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Major Incident Management Resume Examples & Samples
- Solid experience in an outsourced managed services MIM function or vendor MIM function
- Exemplary customer facing skills
- On-call working
- Experience working in ERP environments (e.g. Oracle Enterprise1, SAP R/3)
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Incident Management Specialist Resume Examples & Samples
- Engage in efforts to enhance Fiserv resilience, defined as the organization’s ability to prevent, respond to, and recover from incidents that disrupt normal business operations and/or create potential legal, regulatory, financial, or reputation risk
- Utilize sound business judgment as well as decision criteria and escalation paths contained in the Client Services Incident Management Standard Operating Procedures to assemble the appropriate response team for each critical and high severity incident reported
- Be the liaison between ERR, ETG and Service Notification writers and assist with information gathering for client communications during an event
- Coordinate, engage with and monitor the work of incident response teams to ensure that communication is timely and accurate, dependencies are identified and managed, resolution follows the established response criteria for the incident type, and additional escalation occurs as needed to ensure successful incident resolution
- Participate in Post Mortems conducted on critical incidents and assist as needed to ensure Fiserv’s executive management is aware of the issue and steps being taken to minimize the risk or reoccurrence
- Engage with the incident response team and lead the process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtain proper approvals and distribute final client facing document
- Ensure that a factual record of each event is maintained
- Record data related to client impact of events and prepare frequent metric and trending activities and prepare incident management to management
- Work closely with Client Services, ERR, ETG and other teams to develop and maintain best practice standards and processes
- 5+ years of experience in IT or financial services support
- Experience in Risk Management, Enterprise Incident Management, or Communications/Business Writing
- Microsoft Word (advanced knowledge)
- Microsoft PointPoint
- Lean principles such as Six Sigma, ITIL or other equivalent
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ESC L Voice Incident Management Resume Examples & Samples
- Provide professional technical support for all Voice issues received
- Provide updates to the customer as needed to meet performance objectives
- Perform technical and management escalation in line with the company policy
- Ensure cases are allocated to the most appropriate next level/organization as part of the case flow process
- Liaise with other relevant departments, e.g. other GCSC’s, Field Operations, PTT, Vendors etc. as appropriate
- Document all troubleshooting and case management actions via the electronic case management system
