This job was posted by https://illinoisjoblink.illinois.gov : For moreinformation, please see:https://illinoisjoblink.illinois.gov/jobs/11595536 Description:

　　An Incident Manager needs to possess strong problem solving, analyticaland time management skills. They should also be able to applyorganizational, critical thinking and oral and written communicationskills. An Incident Manager will be an effective team player and leaderwho can work independently when necessary. Paying attention to detailand handling crisis situations are also important traits for IncidentManagers.

　　Provide expertise for IT infrastructure (e.g., servers, network),application infrastructure (e.g., SAP), and related services (e.g.,Business Continuity) throughout the lifecycle of an incident inaccordance with contractually established terms and conditions andestablished technical standards. Manages the technical/servicerelationship between the company and the customer, and between thecompany and subcontractors/vendors. Works with the key customers and/orinternal businesses/end user representatives (Infrastructure SupportManagers, Client Manager, and the Account Delivery Manager).

　　Responsibilities:

　　The primary purpose of the Incident Manager role is to ensure thatimpacting incidents are managed effectively and professionally,resulting in the restoration of normal service quickly, efficientlyand with minimal impact to customer service.Execution of the enterprise Incident Management process, includingmanagement of incident queues, escalation as required to ensure thatincidents are being resolved timely.Responsible for Global facilitation and response of all majorincidents impacting mission critical business Applications andInfrastructure Services on a 24/7/365 basis.Conduct continuous process improvement for the Incident ManagementLife Cycle and Incident postmortem-process.Apply advanced technical knowledge to operate one or more technologyareas (e.g., server administration, technical security management,performance management) or customer groups that are critical orhigh-risk.Work with team members to facilitate the solution of complexproblems with information technology software and hardware.Handling the incident communications for all high priorityincidents. Utilizing escalation tools to facilitate clientcommunications of these incidents.Verification of Major Incident notification messages to ensurecompleteness & correctness of the information being sent to thecustomer.Experience with incident/problem management tool setMaintaining incident logs and processing incident reports for reviewwith upper managementDeveloping/maintaining technical and process documents for theIncident Management Team.Ability to handle and perform in stressful situations.Collaboration with Service Desk Agents who work closely with theincident management staff.Participate in Quarterly Disaster recovery exercises on weekends asthe assigned incident manager.Update the incident reporting systems with resolution information,liaise with problem management on detection of potential trends.Establish relationships within the organization being able to fullysupport any critical incident as required during high-profile eventswithin the organization.On Call responsibilitiesTo manage Incidents 24X7 and ensure minimal disruption to theservice.Problem Management:

　　Engage with and assist the Problem Management team during ProblemInvestigations.Proactively and reactively, look for solutions to prevent problemsfrom occurring in team/technology area.Change Management/Implementation:

　　Independently review, implement, and verify changes/solutions ofh gh complexity and risk to meet customer and/or trade/ITinfrastructure needs.May participate in a Change Advisory Board.Customer Relationship Management:

　　Becoming a trusted advisor to the customer.Teamwork:

　　Work as part of a team, which may be virtual, global, and/ormulti-functional.Lead teams which address operational processes and policies in workarea.Seen as a resource to the team in one or more technical or businessareas.Becoming a trusted advisor inside and outside the team/technologyarea.Education and Experience Required:

　　Bachelor\'s degree in computer science, Engineering, Business, orrelated field or equivalent work experience.

　　Often holds entry-level certification(s) in work field.

　　May hold intermediate-level certification(s) in work field.

　　ITIL Foundations Certification

　　Typically, 3-5+ years of relevant experience.

　　(strong) understanding of technology in direct responsibility.

　　(strong) Customer Service.

　　(strong) understanding of IT Service Management tools (Remedy, JIRA,Service Now)

　　(strong) understanding of event management activities. Having priorexperience wi