Free IT Incident Mgr, PAYS $66/HR

IT Incident Mgr needs 5+ years’ ServiceNow experience
IT 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 Managment 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
• 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.
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