Incident Manager

Job d:

Location:

Princeton, NJ

Employment Type:

C2CIndustry: Computer Software Client:
Ness Contact:
Meghana Gorusu Company: SRI Tech Solutions

Job Title:

Incident Manager

Location:

Day 1 onsite , Princeton, NJ (Hybrid)

We need candidates who are local or else who can relocate day 1 and start working onsite. Visa independent candidates are preferred.

Job Description:

Application support experience

Regional escalation point of contact for Incident Management related activities across Ratings. Lead P1 and P2 Major Incident management & communications, including but not limited to: coordinating required resources, diagnosing incidents, triaging, documenting and working towards resolution. Technical understanding in the areas of cloud infrastructure, Dev Ops framework, storage and networking infrastructure; utilize background to assess, diagnose and resolve incidents raised in our environments.

A thorough understanding of working with Service Now & reporting.

Executive reporting including but not limited to: KPIs status, trends, pain points and successes. Collaborate across after-hours understanding of interdependencies between Changes, Incidents and Problems as they are introduced in the environment. Work across the various ITSM processes including Change and Problem to identify synergies and dependencies to add value.

Participate in the development of Root/Cause Analysis documents that are created to support closure of incidents; identify areas where gaps can be closed, reduce risk and continually improve upon reducing major events and incidents. Identify opportunities for automation in the areas of Incident Management; work with teams to drive implementation and improve efficiency. Ability to understand and convey application and infrastructure incidents to both technical and non-technical audiences.

Occasional weekend rotation coverage and after-hours coverage to support Major Incidents and Priority One events impacting critical systems and functions. Ability to work seamlessly and step into other areas ITSM, including Change and Problem Management
• Major Incident (P1/P2) handling and coordination
• Experience in Application support
• Deep expertise in Service Now reporting and dashboarding
• Should be aware of Change management
• Technical understanding of cloud infrastructure, Dev Ops, storage, networking
• Experience with Service Now (including basic reporting)
• Executive-level KPI reporting
• Root Cause Analysis (RCA) documentation
• Understanding of CSAT and its impact
• Ability to articulate value in reducing resolution time
• ITSM process familiarity (Incident, Change, Problem)
• After-hours/on-call support availability
• Ability to present insights and reports independently
• Practical, hands-on experience with ITSM execution and stakeholder handling
• Presentation skills in executive and operational settings
• Self-starter who can operate independently in stakeholder discussions

Nice to have skills:
• Automation opportunities identification
   
• Communicating technical issues to non-technical stakeholders
   
• Exposure to multiple ITSM domains (for growth)
SRI Tech Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national origin or citizenship status or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria.