AlexandriaRecruiter Since 2001
the smart solution for Alexandria jobs

Incident Manager

Company: KeenLogic
Location: Alexandria
Posted on: February 24, 2021

Job Description:

KeenLogic is seeking a highly motivated Incident Manager to join our team in Alexandria, VA for this long-term opportunity. This position is starting remotely due to COVID-19. As part of a Service Desk, the successful candidate will perform the activities associated with the management of Incident and Request ticket queues to include:* Prioritizing work and assignments to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.* Identifying trends and providing guidance and input to ensure proper categorization and assignment of resources. * Performing aging analysis and audits to ensure NSF ITCS ticketing standards are met. * Contributing to knowledge base articles, procedural documentation, training materials for service desk staff, and reports on performance. The Incident Manager will also determine when tickets have a high degree of recurrence, are high severity, or the root cause is unknown to escalate the tickets to the Problem Management process.RESPONSIBILITIES INCLUDE:* Monitoring Incident and Request queues and escalate/assign tickets to appropriate resources for troubleshooting and ticket resolution based on Priority and Service Level expectation.* Monitoring Incident and Request queues to ensure SLAs goals are achieved.If Necessary, assigning the tickets which are out of scope to Service Desk/Other Teams* Perform aging analysis and data quality audits* Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved* Ensuring proper assignment of tickets as well as facilitation of resource allocation based on workload* Coordinating tickets that cross organizational boundaries to ensure customer satisfaction* Preparing daily reports on Incidents/Change/Problem tickets and SLA status* Preparing summary report on all Major incidents occurring during shift* Coordinating resources with teams across disciplines to ensure SLA targets are met* Coordinating resolution for high priority ticketsREQUIRED EXPERIENCE:* Experience working in a customer service role* Experience with Trending Analysis and related Data Analytics for Incident and Request ManagementExperience working with SLAsStrong time management and communication skillsAbility to adapt and prioritize work independently in a dynamic environmentStrong interpersonal and presentation skillsExperience with supporting high priority ticketsExperience with ITSM tools such as Service Now or equivalent* Experience with ITIL and specifically Incident, Request, and Problem Management* Required Clearance: Candidate must have a Public Trust clearance, or be able to obtain one* Experience with desktop environment, local area networks, telephony, voice, mobile phones and apps, and/or video* Experience with Microsoft Office365--, Visio, Adobe Acrobat* ITIL v3 Foundations certificationPREFERRED SKILLS:* ServiceNow use and reporting experience* Experience Automated Call Distribution systems* Advanced knowledge of Office365--, Visio and Adobe Acrobat REQUIRED EXPERIENCE:* Bachelor s degree and five (5) years' experience or High School Diploma and 11 years' experience working with customer technology and support requirements.Powered by JazzHRaAtdphhmAD

Keywords: KeenLogic, Alexandria , Incident Manager, Executive , Alexandria, Virginia

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

Senior Deal Desk Manager
Description: Stack Overflow is the largest, most trusted online community for developers to learn, share their knowledge, and build their careers. More than 50 million professional and aspiring programmers visit Stack (more...)
Company: Stack Overflow
Location: Leesburg
Posted on: 03/1/2021

Description: General Summary:As a Family Dollar Assistant Store Manager you will responsible for providing exceptional service to our customers. A key priority includes assisting the Store Manager in the daily operation (more...)
Company: Dollar Tree Stores
Location: Charlottesville
Posted on: 03/1/2021

Clinician Case Manager
Description: Clinician Case Manager Intensive Care Coordinator Requisition Number: 81000016Seeking an individual to join our team and lead child and family specific, wraparound
Company: Region Ten
Location: Charlottesville
Posted on: 03/1/2021

Description: Pathology opening in Charlottesville, Virginia. This and other physician jobs brought to you by Immediate need for a part time Pathologist Contract Physician to serve as a Center Medical (more...)
Company: Advenio Medical Staffing
Location: Charlottesville
Posted on: 03/1/2021

Kitchen Manager
Description: Kitchen Manager - Lancaster, PA - High Volume, Casual, Full-Service DiningPopular, fun concept 55- 60K strong benefits, PTO, etc. The Kitchen Manager is responsible for managing all functions of the (more...)
Company: Gecko Hospitality (Corporate)
Location: Lancaster
Posted on: 03/1/2021

Regional EHS Director, Esoteric Lab Services
Description: Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require (more...)
Company: Quest Diagnostics
Location: Chantilly
Posted on: 03/1/2021

HR Manager - Charlottesville - Direct Hire
Description: Human Resources Professionals-put your skills to work with us and experience the Vaco Advantage Our clients have immediate opportunities for Human Resources Managers don't let your resume get lost in (more...)
Company: Vaco Staffing
Location: Charlottesville
Posted on: 03/1/2021

IT Director
Description: job description Description br Lancaster County, South Carolina is one of the fastest growing counties in South Carolina, and is seeking an Information Technologies Director to direct the Lancaster (more...)
Company: HCR ManorCare
Location: Lancaster
Posted on: 03/1/2021

Credit Manager
Description: Our Credit Manager leads our well-controlled credit, collections, claims, adjustments, and billing for North America. Reporting to the Director, Customer Service and Credit, you will oversee accounts (more...)
Company: Armstrong Flooring, Inc.
Location: Lancaster
Posted on: 03/1/2021

Program Director
Description: Venesco is looking for a Program Director to provide unparalleled support for the Information Systems Division TC within the Drug Enforcement Administration DEA . The Program Director will be based (more...)
Company: Venesco, Llc
Location: Chantilly
Posted on: 03/1/2021

Log In or Create An Account

Get the latest Virginia jobs by following @recnetVA on Twitter!

Alexandria RSS job feeds