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Incident/Problem Manager

Incident/Problem Manager
TX, Dallas

Job Description

Incident/Problem Manager


Dallas, TX


Position Summary:

The Incident/Problem Manager is responsible for the overall coordination of the incident management process, in particular when there are major incidents. This role is also responsible for the coordination of the investigation onto root cause, identifying workarounds and following up for permanent resolution.


Qualifications Required:

  • ITIL V3 Certification
  • 5+ Years’ experience designing and executing incident/problem management processes
  • 5+ Years’ experience with an IT Service Management ticketing system
  • 3+ Years’ Service Now Experience
  • Must be process driven, detail oriented and organized in both thought and practice
  • Excellent verbal and written communication skills
  • Excellent active listening skills
  • Strong analytical and problem solving skills


Qualifications Desired:

  • Must have a professional demeanor and be able to effectively work with internal and external customers, vendors and staff
  • Ability to work under pressure and handle conflicting priorities
  • Excellent time management skills
  • Evidence of strong documentation skills
  • Project management and MS Office experience a plus


Essential Functions and Responsibilities:

  • Planning and managing support for incident management tools and processes
  • Coordinating interfaces between incident management and other service management processes
  • Monitoring the effectiveness of incident/problem management and make recommendations for improvement
  • Manages major incidents
  • Developing and maintaining incident/problem management processes and procedures
  • Review incident data to analyze assigned problems
  • Analyzes incident and problem tickets for correct prioritization and classification
  • Investigates problems through to resolution or root cause
  • Coordinates actions as necessary to assist with the analysis and resolution actions for problems and known errors
  • Prepare reports and metrics pertaining to incident/problem management


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