Incident Manager – Service Integrator

360 IT Professionals; Glen Mills (Delaware County); On-site; USD 70,000 - 90,000; Full time

Job summary

A software development company based in Glen Mills is seeking an Incident Manager to supervise the resolution of incidents involving multiple service providers. Responsibilities include acting as the escalation point for unresolved issues, ensuring compliance with service level agreements, and implementing IT Service Management processes. Ideal candidates will have strong incident management skills, experience in guiding service providers, and a focus on continuous process improvement.

Qualifications

• Experience in managing incidents across multiple service providers.
• Strong understanding of ITSM processes and best practices.
• Ability to guide and influence service providers.

Responsibilities

• Act as the escalation point for unresolved Incidents.
• Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.
• Manage Major Incidents or situations across providers.

Skills

Incident Management

Service Level Agreement (SLA) compliance

Process Improvement

IT Service Management (ITSM)

Job description

360 IT Professionals is a Software Development Company based in Fremont, California that offers complete technology services in Mobile development, Web development, Cloud computing and IT staffing. Merging Information Technology skills in all its services and operations, the company caters to its globally positioned clients by providing dynamic feasible IT solutions. 360 IT Professionals work along with its clients to deliver high-performance results, based exclusively on the one of a kind requirement.

Our services are vast and we produce software and web products. We specialize in Mobile development, i.e. iPhone and Android apps. We use Objective-C and Swift programming languages to create native applications for iPhone, whereas we use Android Code to develop native applications for Android devices. To create applications that work on cross-platforms, we use a number of frameworks such as Titanium, PhoneGap and Jquery mobile.

Furthermore, we build web products and offer services such as web designing, layouts, responsive designing, graphic designing, web application development using frameworks based on model view controller architecture and content management system. Our services also extend to the domain of Cloud Computing, where we provide Salesforce CRM to effectively manage one’s business and ease out all the operations by giving an easy platform. Apart from this, we also provide IT Staffing services that can help your organization to a great extent as you can hire highly skilled personnel’s through us.

We make sure that we deliver performance-driven products that are optimally developed as per your organization’s needs. Take a shot at us for your IT requirements and experience a radical change.

Job Description

• 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.