Oversee all aspects of the incident management process supporting the Aerospace EIS services, from notification to evaluation to resolution to after-action review. The incident management function records all issues and resolutions.
The incident manager may assist in root cause analysis if performed after restoration of service.
The Incident Manager (IM) will coordinate the efforts of support personnel, including Tier 1 to 3 technical resources using defined processes to deal with incidents, problems, and events.
In order to provide efficient and effective operational responses, the IM must be able to simultaneously handle multiple tasks of varying complexity and urgency. The IM should be capable of working well under pressure.
The IM needs to possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and superior oral and written communication skills. An IM will be an effective team organizer/leader but also will work independently when necessary. The IM needs to be both detail-oriented and capable of summarizing situations for crisp status reports and executive communications.
The IM must be cognizant of general IT service and system designs and familiar with the Aerospace and DISYS organizational structures so that appropriate response teams can be formed/activated/augmented with speed.
Primary â Responsible for:
Development and maintenance of incident management processes for responding to incidents/problems/events of varying urgency and complexity
- Record keeping and logs of incidents within ServiceNow, to include definition and use of dashboards to optimize resource loading and service quality
- Use of ServiceNow to manage categorization of, response to, escalation of, and resolution of incidents within prescribed service levels. Identification of configuration changes or improvements necessary within ServiceNow to optimize the processes associated with Incident Management
- Timely communication, status and escalation with affected organizations and IT services leadership for relevant / impactful incidents
- Formation or activation of ad-hoc teams as necessary to support business goals
- Analysis of historical incident records to identify opportunities for design, build, or operations improvements
- Alignment of the organization and processes to Key Performance Indicators and realization of those performance levels. Perform periodic assessments of incident management success, quality and performance.
- Continuous awareness of Industry Best Practices and trends and Identification of improvement opportunities
Secondary – Collaborate with engineering and operations teams to ensure:
- When multiple incidents are occurring, help set priorities for assignment of support resources
- Coordination with Service Desk, Change Management and Performance Management (Monitoring) functions to foster accurate communications and informed actions/responses.
- Corrective actions and improvements resulting from incidents are incorporated into new/revised services
- Streamlined and effective incident support methods with engineering teams are defined and tested as part of service transitions
- Comprehensive understanding of Availability and Disaster Response plans, particularly the criteria to be used when invoking those plans
- Ensuring that SLAâs are agreed to only when the service owners have a realistic plan and availability of resources to meet the performance agreement
Job Type: Full-time
Salary: $65,000.00 to $70,000.00 /year
Experience:
- Incident Management: 3 years (Required)
Location:
- El Segundo, CA (Required)
Work authorization:
- United States (Required)
Work Location:
- One location
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Retirement plan
- Signing bonus
- Paid time off
- Flexible schedule
This Job Is Ideal for Someone Who Is:
- Detail-oriented — would rather focus on the details of work than the bigger picture
- Autonomous/Independent — enjoys working with little direction
- People-oriented — enjoys interacting with people and working on group projects
This Job Is:
- A job for which military experienced candidates are encouraged to apply
Schedule:
- Monday to Friday
- No weekends
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