Incident Manager
Location: Leawood Kansas
Description: Ascend Learning is currently seeking to employ Incident Manager right now, this job will be placed in Kansas. Detailed specification about this job opportunity please give attention to these descriptions. Ascend Learning, LLC (www.ascendlearning.com) is a global leader providing online education, assessment, remediation, certification and e-learning solutions for the post-secondary academic market specif! ically serving the nursing, allied health, sports medicine, public safety, and the financial services industries.
Position Summary:
Ascend Learning is seeking a motivated, energetic individual with strong project management and communication skills for the position of Incident Manager. This individual will be responsible for driving incident resolution across the Ascend organization. The Incident Manager will be part of the Service Management organization and report to the Manager of Incident/Problem Management.
Responsibilities:
Incident Coordination â€" manage all severity 1&2 incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific Business Unit, Owner(s) and engaging the appropriate resolver group. Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure.
Provide metrics and part! icipate in weekly post Incident Review Analysis meetings, deta! iling failings or concerns experienced during incident handling that will feed into continual service improvement plans, process and training.
Coordinate resolution efforts across multiple applications and groups.
Provide input into the Incident Management Process, further defining the process flow, documenting expectations and assist in training and guiding impacted parties to adhere to the process.
Submit recommendations to the application and infrastructure teams in order to prevent future incidents and improve overall system stability.
Required Skills
Bachelor’s degree in Computer Science or related field.
5-7 years related experience with a background in IT Operations, including support of working applications and infrastructure services.
Excellent oral/written communication skills with the ability to work collaboratively with all levels of the organization.
Proven track record in facilitating th! e resolution of complex, mission critical problems in high availability systems with a strong customer focus.
Strong project management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business’ satisfaction.
Primary Incident Manager on call. Required to provide incident management coverage after hours to drive incident resolution in accordance with defined service level commitments.
Excellent critical thinking and problem solving skills in a service environment supporting multiple applications.
Experience with a wide range of technology functions with a strong interest in application support, tools, application integrity and overall systems configuration.
Strong understanding of the ITIL framework and Service Management tools is desired.
Required Experience
- .
If you were e! ligible to this job, please email us your resume, with salary requireme! nts and a resume to Ascend Learning.
If you interested on this job just click on the Apply button, you will be redirected to the official website
This job starts available on: Wed, 19 Jun 2013 08:02:00 GMT
No comments:
Post a Comment
Note: Only a member of this blog may post a comment.