Incident Manager - Glen Mills, PA

Role

Incident Manager

Location

Glen Mills, PA

Duration

6+ Months

BGV will be done for the selected candidates.

Act as the escalation point for unresolved Incidents

Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA

Trending of incidents across providers

Escalation of Incidents and issues to Customer

Manage Major Incidents or situations across providers

Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate)

Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution

Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.

Identify and implement process improvements and ITSM platform/integration enhancements

Approve non-critical / non-commercial Requests (as may be agreed with the customer)

Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests.

Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels

Implement Requests on the self-service portal and associated workflows as agreed by the Customer

Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities.

Please respond with your word resume and requested details:

Full Name

Work Authorization

Contact Number

Email ID

Skype ID

Current location

Willing to relocate

Rate/hr

All your information will be kept confidential according to EEO guidelines.