Major Incident Manager

EPITEC; North Chicago (IL); Hybrid; USD 33,062 - 38,572; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading IT solutions provider is seeking a Major Incident Analyst to manage major incidents and coordinate resolutions effectively. This hybrid role requires strong leadership in facilitating major incident responses and problem-solving skills. The ideal candidate has a background in Information Technology with relevant experience and is proficient in using ITSM tools like ServiceNow.

Qualifications

• 3 years of experience in IT incident management.
• Bachelor's degree in Information Technology or equivalent work experience.
• ITIL certifications are preferred.

Responsibilities

• Manage and resolve Major Incidents effectively.
• Facilitate root cause analysis and investigations.
• Provide metrics and analysis of incident trends.

Skills

Leadership in managing bridge calls

Active listening

Problem-solving

Decision-making

Education

Bachelor's degree in Information Technology

Tools

ServiceNow ITSM

Job description

Location: Maple Grove, MN or North Chicago, IL

Work Arrangement: Hybrid-4 days onsite, 1 day remote

Pay range: $24-28/hour

***No C2C arrangements availible for this role

Summary

The Major Incident Analyst will receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization. They will perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics.

Responsibilities

• Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge, group chat, provide BTS internal and business facing communications.
• Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigation.
• Analysis and reporting of incident trend data to identify and eliminate reoccurring Major Incidents.
• Enable accurate metrics and reporting by ensure appropriate MI and Problem Investigation data is current and accurate.
• Participate in on-call rotation.
• Remains current on developments in field(s) of expertise, regulatory requirements, a general knowledge of the company's products, markets, and objectives as well as industry trends. Maintains current knowledge of and ability to assess new technology to collaborate with IT customers and deploy solutions that are creative, compliant and cost-effective through literature, trade journals, professional associations, and by attending conferences/seminars.
• Resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence. Identifies and resolves business issues; escalate issues when appropriate.

Required Skills

• 3 years of experience
• Leadership in managing bridge calls with 20+ participants.
• Active listening and comprehension.
• Strong problem-solving and decision-making abilities.

Preferred Skills

• Familiarity with ServiceNow ITSM tool.
• Fast and accurate typing skills.
• Broad understanding of IT services and infrastructure dependencies.
• Bachelor's degree in IT or equivalent experience.
• ITIL certifications are considered.
• Medical device or healthcare experience is preferred.

Education Requirements

• Bachelor's degree in Information Technology or similar area; or equivalent work experience.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology and General Business

• Industries

  IT Services and IT Consulting, IT System Training and Support, and Business Consulting and Services

Referrals increase your chances of interviewing at EPITEC by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Get notified about new Major Incident Manager jobs in North Chicago, IL.

Incident Management & Operations Specialist Lead

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.