Senior Incident & ITSM Leader

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

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.