23 days old

Kelly: IT Incident Manager

Kelly Services
Dorchester, MA 02125
Kelly is happy to **exclusively** present a contract opportunity for role as an **IT** **Incident Manager** in **Dorchester, MA 02125** at a major bank with over 575 branches across the Northeast

+ Pay based on Experience!

The **Critical Incident Management Coordinator** is accountable for the execution of the Critical Incident Service Restoration process in her/his area of responsibility by managing its own set of critical incidents.

+ He/Shes also responsible of communicating the progress of Critical Incident resolution to IT management / Business and participates in the Post Incident review after Critical Incident resolution.

+ He/she is one of the Escalation contacts for Critical Incidents within IT.

+ He/she will be utilizing the ServiceNow Incident Management platform.


+ Takes the ownership of the Critical Incident and ensures the analysis of its business impact and the coordination / driving of the resolution by synchronizing efforts and bringing together the relevant resolution teams;

+ Decides upon Critical Incident Management technical bridges participants;

+ Chairs the Critical Incident Management technical bridges meetings;

+ Acts as a liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets;

+ Chairs Management Calls aiming at keeping the IT management informed about the progress of the Critical incident resolution;

+ Responsible for Communication to the IT management and Business for all Critical incidents ongoing and resolved;

+ Contributes to the activation of ad hoc communication plans for specific Critical Incidents;

+ Contributes to the activation of Critical Incident procedure when relevant;

+ Ensures that, following the resolution of each incident, that the incident is documented and logged appropriately;

+ After the Critical incident resolution, coordinates the Post Incident Review with the involved Delivery teams;

+ Ensures that, following the resolution of each P1 Incident, Problem Management is initiated to diagnose the underlying cause of the Incident;

+ Communicates actively with the different members of the teams involved in the Critical Incident Management resolution (Service Desk, Delivery teams, IT stakeholders, Business Incident Mgmt.);

+ Ensures terminology used (technical or business) is understood by both business and technical teams;

+ Availability to work outside normal business hours (On call rotation).


+ Highly independent and self-directed individual capable of working with minimal supervision.

+ Able to coordinate a team of people in multicultural environment, including IT providers, IT technical teams, as well as technicians from business areas

+ Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.

+ Strong problem-solving skills

+ Sense of urgency

+ Strong organizational skills with the ability to manage multiple tasks simultaneously

+ Excellent verbal and written communication skills (English & Spanish)

+ Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management

+ The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.

+ Customer focus and ownership, use of own initiative and a proactive approach to work

+ Familiar knowledge of ITIL processes

+ Experience in Incident Management platforms such as ServiceNow, etc.

+ Experience in managing escalations in a crisis

+ Background and experience in one or many of the IT domains below is beneficial:

+ Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)

+ Data Center (Wintel, Unix, Storage,)

+ Cybersecurity

+ Databases

+ Cloud Services

+ Enterprise Data Warehouse


+ A Degree in Computer Engineering, equivalent related technical certifications with professional experience.

+ At least 1 year of relevant working experience in Incident Management in complex technology environments

+ Thorough knowledge of IT concepts, strategies, and methodologies

+ Thorough knowledge of business functions and extensive understanding of business operations, strategies, and objectives

+ Familiar knowledge of Process and IT service management concepts such as ITIL and ITSM.

**_Education / Certification /Training_**


+ A Degree in Computer Engineering, Computer Science from recognized university or equivalent related technical certifications with professional experience.


+ ITIL foundation certification or ITIL intermediate qualification (Service Operation / Operational Support & Analysis)

+ Six Sigma Certification

**_Additional Details:_**

+ **_Due to the volume of responses, only the most qualified candidates to the job requirement can be contacted._**

+ **We appreciate all our applicants, but we are not able to sponsor now; no C2C or H-1B.**

+ **There is no per diem with this position and must be able to work on W-2 hourly basis.**

+ **There is no relocation budgeted for this position. If this position requires you to relocate you will be responsible for those costs.**

**This role is supported by the Kelly Technology division:**

**_As your local offices do not support this position_** **_,_** **for immediate consideration please APPLY ONLINE to this posting directly, or on MyKellyJobs:** ****

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At **Kelly** , were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.



Posted: 2020-11-11 Expires: 2020-12-12

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Kelly: IT Incident Manager

Kelly Services
Dorchester, MA 02125

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