Incident Manager - Glen Mills, PA

Role:
Incident Manager

Location:

Glen Mills, PA
Duration: 6+ Months
BGV will be done for the selected candidates.

• Act as the escalation point for unresolved Incidents
• Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
• Trending of incidents across providers
• Escalation of Incidents and issues to Customer
• Manage Major Incidents or situations across providers
• Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate)
• Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
• Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
• Identify and implement process improvements and ITSM platform/integration enhancements
• Approve non‑critical / non‑commercial Requests (as may be agreed with the customer)
• Take overall responsibility for Request Fulfilment – receive, coordinate, plan, schedule, monitor and report on all Requests.
• Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels
• Implement Requests on the self‑service portal and associated workflows as agreed by the Customer
• Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities.

Please respond with your word resume and requested details:

• Full Name :
• Work Authorization :
• Contact Number :
• Email  :
• Skype  :
• Current location :
• Willing to relocate :
• Rate/hr :

All your information will be kept confidential according to EEO guidelines.