Incident Manager

  • location: Boston, MA
  • type: Contract
  • salary: $45 - $54 per hour

job description

Incident Manager

job summary:
Incident Manager is needed to assist with the following responsibilities :

Description of Work/Position: Responsible of identifying the root cause and developing the final resolution and knowledge that supports the elimination of critical and repetitive incident's causes from the bank's IT infrastructure environment

Responsibilities: Problem ticket lifecycle, including root cause analysis, fix implementation, knowledge management, KPI calculations and reporting. Engaging the technical teams in Problem work sessions and stakeholders in periodic governance meetings

 
location: Dorchester, Massachusetts
job type: Contract
salary: $45 - 54 per hour
work hours: 8am to 4pm
education: Bachelors
 
responsibilities:
Years of Experience: 5 years or more

Language requirements: English, Spanish (must have both)

Technical Knowledge required: ITIL, Six Sigma, IT Infrastructure technologies

Technical tools: ServiceNow

Core Requirements:

- 5+ years of hands-on experience in ITIL Problem Management practices and IT problems resolution

- Proven experience with a problem analysis framework and with ServiceNow problem management states model

Nice to Have:

- IT certifications are a plus

- Six Sigma certification is also a plus.

 
qualifications:
  • Experience level: Experienced
  • Education: Bachelors
 
skills:
  • ITIL
  • SERVICE NOW
  • Six Sigma
  • Spanish

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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