Incident Manager - Glen Mills, PA

Info-Ways; Glen Mills (Delaware County); On-site; USD 82,656 - 110,208; Full time

Job summary

A technology service provider is seeking an Incident Manager in Glen Mills, PA. The role involves acting as an escalation point for unresolved incidents, monitoring incident resolutions across multiple service providers, and implementing ITSM platforms and processes. The ideal candidate should possess expertise in incident management and a strong ability to identify process improvements. This position offers a 6+ month contract with the potential for further opportunities.

Qualifications

• Proven experience in incident management and coordination across multiple service providers.
• Familiarity with ITSM tools and incident resolution processes.
• Strong analytical skills to identify and implement process enhancements.

Responsibilities

• Act as the escalation point for unresolved incidents.
• Monitor resolution of incidents to ensure SLAs are met.
• Identify and implement incident management process improvements.

Skills

Incident management expertise

Problem-solving

Process improvement

Communication

ITSM platform knowledge

Job description

Role: Incident Manager
Location: Glen Mills, PA
Duration: 6+ Months
BGV will be done for the selected candidates.

• Act as the escalation point for unresolved Incidents
• Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
• Trending of incidents across providers
• Escalation of Incidents and issues to Customer
• Manage Major Incidents or situations across providers
• Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate)
• Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
• Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
• Identify and implement process improvements and ITSM platform/integration enhancements
• Approve non‑critical / non‑commercial Requests (as may be agreed with the customer)
• Take overall responsibility for Request Fulfilment – receive, coordinate, plan, schedule, monitor and report on all Requests.
• Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels
• Implement Requests on the self‑service portal and associated workflows as agreed by the Customer
• Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities.

Please respond with your word resume and requested details:

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Additional Information

All your information will be kept confidential according to EEO guidelines.