IT Incident Manager (Charlotte, NC)

IT Incident Manager

IT Incident Mgr needs 5 years ServiceNow experienceIT Incident Mgr requires Detailed knowledge of Information Technology Infrastructure Library (ITIL) v3 v4 and IT Service Management (ITSM) processes 5-8 years experience with ServiceNow Incident Manager role - Exp with ServiceNow reporting and analysis of incidents and support Problem Management and change management - Certification ITIL V3 or ITIL V4 -Shift Work on the weekend (Thursday Friday Saturday Sunday Monday - 8 hours and might have overtime) - Candidate can work on late east morning to late east coast evening) No remote Potential bonuses Superior oral written communication skills ability to translate technical jargon to laymen s terms Ability to operate under stress within fast-paced environment and to maintain a high level of attention to details and adapt to needs based upon severity of each incident. Good analytics and troubleshooting skills Experience with multitenant architecture infrastructure and hosting technologies i.e. OpenShift and VMWare Experience with varying monitoring tools i.e. Dynatrace NS Splunk Experience with reporting analytics tools i.e. Tableau and ServiceNow Hybrid 3 days in office Roles in Charlotte Broomfield Denver Iselin New York hands-on position with a strong emphasis on providing production support within a fast-paced IT production environment. Preferred Qualifications Financial services industry experience Demonstrated ability to prioritize projects and efforts with minimal guidance ITIL v4 expert Experience in 24x7 IT production support operations IT Incident Mgr duties Provide ITIL based knowledge and expertise in support of the Incident Management functions Review processes and procedures identify process gaps and recommend and assist in end-to-end process improvements Assist in the development of documentation to support established Incident Management policies and procedures and training documentation Ensure required technical resources are engaged to restore service for business critical events and perform hierarchical escalations as needed. Assess act upon escalate and communicate regarding Major Incidents that are reported by internal staff Produce clear and concise information communication to a variety of staff on varying levels including IT Senior Leadership providing incident details. .