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Integrated Operations Incident Manager

Company: Celerit
Location: Little Rock
Posted on: September 25, 2022

Job Description:

The Integrated Operations Incident Manager's is responsible for the Incident Management, Response, and Problem Management processes for Bank IT. Incident Management covers service interruptions to Enterprise systems and/or applications from detection through resolution, to maintain stable performance for our users and Customers. Additionally Problem Management addresses the root cause of incidents as well as other indicators in an effort to prevent issues from occurring or recurring in the future. The Integrated Operations Incident Manager will lead a team of IT professionals to proactively monitor and respond to system, application, and/or infrastructure performance issues. This position will strive to ensure consistent, reliable, high-performing and available systems for the enterprise. ESSENTIAL FUNCTIONS - Focuses 24/7 on the restoration of normal service operation as quickly as possible to minimize the impact on business operations by leveraging applicable industry best practice support frameworks, including the IT Infrastructure Library (ITIL). - Lead team to support and lead coordinated outage triage events - Customer support oriented to direct activities to resolve network and other routing problems timely and accurately - Manage on-call rotations for managing and responding to after hours incidents - Manage dispatched Field Services resources for remote site repair as needed - Drive any automation and orchestration to improve monitoring consistency and effectiveness - Manages and leads incident calls with appropriate IT support personnel and Line of Business personnel to bring about swift resolution. - Takes ownership and drives technical bridge calls, engaging all key stakeholders and vendors to minimize resolution time, while communicating consistent updates to management. - Appropriately prioritizes incidents based on knowledge of our systems, infrastructure, and business processes with a sense of urgency. - Use of own knowledge / history of IT environment and organization to facilitate discussion of solutions and alternatives. - Documents activities and timeline of events that occurred during remediation efforts - Makes recommendations on actions items and preventive actions that can be taken. - Ensures that effective communication is maintained with a variety of audiences to include IT Management, Executive Management, and Business Partners during a major incident. - Participates in the development of outage communications to all levels within the organization. - Communicates effectively and efficiently with technical teams and business partners. - Support Root Cause Analysis process to prevent further incidents or service interruptions. - Perform periodic reporting and analysis to measure effectiveness of the process, overall system performance, and identify trends for action.OTHER DUTIES - Accepts other duties as assigned.COMPETENCIES - Working under minimal direction must be able to identify, according to broadly stated goals, analyze and resolve a wide range of issues, providing quick and decisive solutions within the context of existing policies and identify the need for revision or creation of policies. - Strong analytical skills with ability to work extended hours as needed - Familiar with technology management service suites such as ServiceNow - Ability to manage Major Incidents and outages to resolution - Excellent communication skills (Reporting, Team Management, Organizational) - Exceptional service orientation with a keen understanding of what it means to be "client- centric" in a Support Organization. - Knowledge of network management and monitoring platformsQualifications and Education Requirements - Education: BS/BA or equivalent work experience required - Experience: 5 years of leadership experience in a comparable organization, managing delivery of complex network solutions and managing incidents - Certifications/Specific Knowledge: ITIL Certified, Information Technology, Data Analysis, Reporting & Metrics, Advanced Knowledge of MS Office Tools, Knowledge of ServiceNow platformTRAINING REQUIREMENTS/CLASSES - New employee orientation - Required annual compliance trainingRECOMMENDED ADDITIONAL TRAININGNew Employee OrientationSupervisory ResponsibilityThis position has supervisory responsibilities.PHYSICAL DEMANDS/WORK ENVIRONMENTMust be able to stand and/or sit for long periods of time. Must be able to effectively access and interpret information on computer screens, documents, reports, and cash denominations, and identify customers.TRAVELThis position does not require travel.

Keywords: Celerit, Little Rock , Integrated Operations Incident Manager, Executive , Little Rock, Arkansas

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