Job Description

Job Title: Incident Manager

Location: WILMINGTON, DE (Onsite)

Job Type: Full Time

Job Description:

• 3+ years of experience as IM engineer.
• Review proposed major incident and access validity based on business impact
• Facilitate Troubleshooting bridge calls to drive issues to resolution
• Document activities and discussion around major incidents
• Communicate throughout any event to required levels of leadership
• Generate and Distribute an After-Action Report for every Major Incident
• Recommend Corrective actions to the Problem process for postmortem discussion
• Review and correct SOP's/ Documentation as requested
• Contractor shall facilitate a Daily Operations Call reviewing previous major incidents and reviewing upcoming changes.
• Contractor shall consolidate and provide daily reports reviewing incidents, changes and problems within the environment.
• Contractor shall assist in the problem management activities and process as needed, including but not limited to the following
• Act as scribe during regular Problem review meetings
• Recommend corrective actions based on Major Incident events
• Ensure Problem management resources receive all pertinent information regarding problems or Root Cause Analysis events.
• Flexible to work in any shift.
• Good communication skill to interact with both customer and end user over phone and through email.

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