Incident Manager in Portland, OR at Volt

Date Posted: 9/29/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Portland, OR
  • Job Type:
  • Duration:
    48 weeks
  • Date Posted:
    9/29/2018
  • Job ID:
    140357
  • Contact Name
    Volt Branch
  • Phone
    425/636-4774

Job Description

Volt Workforce Solutions is seeking an Incident Manager for a client located in Portland, OR. This is a 12 months contingent role. We are among the largest IT recruitment firms in the US for contingent/temporary and direct hire placements and support most of the top-rated IT companies in the Pacific Northwest.

The Incident Manager is an Operational Leader that is responsible for the execution of the Major Incident Management Process across the company’s IT environment.  This includes driving strategic providers in the resolution of major and complex incidents.  The Incident Manager will be responsible for ensuring the process is delivered with urgency and a high level of quality.  The Incident Manager holds resolvers accountable and instills a sense of urgency across all technical resolvers driving the major incident to resolution.

The Incident Manager will work within a global delivery team. This position will lead technical and management bridges and communicate at a senior leadership level. The Incident Manager will act as a lead on bridge calls with technical resolvers holding them accountable for technical troubleshooting and driving resolution. The position will host Management Bridge calls with senior IT leadership providing updates on the major incident and acting as an escalation point for questions. The Major Incident Manager will clearly communicate, both verbal and written, to both the business and technical resolver teams.

You’ll be working in a hybrid environment supporting Windows applications and systems and Linux servers, on the backend.

 Responsibilities:

  • Evaluates the priority of every incoming Major Incident, ensures the appropriate resolvers are engaged, and that clear and transparent communications are initiated and continue per process with IT leadership.
  • Drives resolver teams across the environment to resolve complex technical issues identified as Major Incidents ensuring service is restored within agreed upon Service Levels.
  • Hosts technical bridges ensuring the process is followed to include; acting as the Incident Commander with multiple cross IT technical resolver teams, monitoring resolver ticket documentation to ensure clear steps to resolution are documented, monitoring attendance of the bridge, providing updates, holding resolvers accountable for required troubleshooting, and ensuring all required documentation is completed.    
  • Hosts Management Bridge calls where the Major incident and actions to drive resolution are clearly articulated to IT Leadership.  
  • Works within other processes to included Change Management to ensure compliance and security standards are met during a Major Incident.
  • Provides direction to a global team of Incident Commanders to include strategic providers to ensure the Major Incident Management process is followed.
  • Collaborates with Infrastructure, Engineering, Application Support Groups, and other technical teams to ensure the technical expertise is available on all technical bridges.  Escalates when required to drive resolution.
  • Acts as a single point of contact during a Major Incident for stakeholder escalations.
  • Participates in an on-call rotation as defined.
  • Ensure both internal and external customer satisfaction around the Major Incident Management process.
  • Leads the cross-functional post-incident process reviews.
  • Identifies and implements where reasonable improvements to the Major Incident Management Process.

Qualifications:

  • Bachelor’s degree in computer science or related technical field.
  • At least 5 years’ experience managing, coordinating, and driving resolution of Major Incidents.
  • 10+ years’ experience in a technical support environment, handling highly complex issues.
  • Experience collaborating with multiple support teams in a global environment.
  • Broad understanding of both application and infrastructure components
  • Experience in ITIL process and IT Service Management tools.  Experience with ServiceNow a plus.
  • Experience in a global, multi provider environment.
  • Excellent communication, both written and verbal, to Senior Leadership.
  • Ability to understand complex technical issues and communicate them in a non-technical manner.
  • Ability to manage and prioritize multiple Major Incidents occurring at once.
  • Ability to maintain calm in a high-pressure situation
  • Ability to build relationships and influence across all levels in the IT organization.

  Volt has over 60 years of staffing experience. We work with many of the Fortune 500 and 1000 companies to provide workforce solutions.  We offer many direct hire full-time positions as well as many contingent/temporary positions.  We offer our Workers competitive pay and benefits, as well as educational programs and re-deployment assistance.

To learn more about Volt, please visit: http://www.volt.com and to see more of our job postings, please visit: http://jobs.volt.com.

  • This is a W2 only position.
  • Direct inquiries only.
  • No 3rd party submittals please.
  • This position is not available for Corp-to-Corp.
  • This position is not available for Associate Vendors.

Volt is an Equal Opportunity Employer.