IEOR - Designing a More Efficient World

Incident Management at Prism IT Corp

View job on Handshake

Employer: Prism IT Corp

Expires: 07/24/2020

Job Title: Incident Management Location: Collierville , TNDuration: 12 months MAX Rate :: $20 C2C / 1099 – $18 on W2   Job Description: Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process during an incident.Remediate deviation of process for its particular division/department/delivery unit.Responsible for communicating with the Incident Process Owner.Point of contact for all Major Incidents.Responsible for the effective implementation of the process “Incident Management” and carries out the respective reporting procedure.Represent the first stage of escalation for Incidents.Monitor the workload per Tier 1 Analyst.Monitor the incidents to ensure that the Service Level Agreement are respected.Getting the right stakeholders to discuss the impact and urgent in order to obtain the Priority of the incident.Proper escalation to engage the right stakeholders required for the incident.Identify, initiate, schedule and conduct incident reviews.Feed Problem Management with the required inputs where ever an Incident review is requested or is deemed necessary.Preparation of Executive summary for all High Priority incidents.Ensure the closure of all resolved incidents where the application check out has been completed so as to confirm an Incident Fix.Provide guidance to the Incident Process Coordinators as and when required.Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.Prepare the chronology of incidents so that this may be used during the Post Incident review (PIR).Trigger and engage the required resources for the remediation of an incident.Proper notification to be sent out to required stakeholders w.r.t the incident progress.Ensuring regular incident updates on the website as and where applicable for the public to view from the start to end of an incident.Ensuring pages, sms being sent where applicable in lieu of email incident notifications.