Incident Manager - Philadelphia, PA

Position ID: NAL-1409-13

Job Type: Full Time
Interview Type: Phone & Skype

DESCRIPTION:

• The Incident Manager is responsible for managing and overseeing all aspects of how an incident should be handled within  Converged Products. They continuously look for and drive efficiencies in the incident management-related activities as well as completing preventative maintenance tasks.
• Reviews and revises incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
• Ensures response teams are staffed, trained and deployed to take on any incidents that occur within the environment (both from application and system perspective)
• Identifies persistent or recurring problems and recommends creative solutions 
• Ensures PMCS tasks are performed and preventative fixes are implemented
• Manages staffing for incident resolution purposes
• Proactive in satisfying customer service needs and in strategic planning, implementing and reviewing innovative changes to the IT Support unit and environment 
• Follows policies and procedures for metric and measure creation, management and administration of the property infrastructure resources
• Ensures that issues are responded to and that normal service operations are restored as quickly as possible
• Ensures timely execution of scheduled and repeatable processes such as data backup, archiving and storage, output management, system monitoring and event log management, and file and print server management. Adheres to system administration policies and process
• Ensures that manual or automated processing of data is scheduled at a set time and in a set sequence to maximize the use of system resources and minimize the impact to online users 
• Monitors applications for most efficient operation, identifying fault conditions as well as opportunities for further optimization
• Ensures that bug fixes, performance tuning, and minor enhancements are applied in accordance with enterprise and IT policies
• Provides administration of execution layer and packaged solution upgrades in accordance with enterprise and IT policies 
• Reviews core operational performance metrics for the CCP environment
• Manage on-call list for various resources
• Manages 24x7 scheduling of operators and application support personnel
• Manages incident logs and AAR activities and reporting
• Maintains escalation and contact lists for respective properties

REQUIREMENTS:

• Ability to escalate issues as needed
• Excellent organizational, communication, customer service, problem solving and interpersonal skills
• Ability to effectively resolve incidents, assist in change management and deployment support
• Knowledge of applications, hardware, and networks call tracking and problem tracking software
• Solid understanding of all applications, equipment and software currently being used throughout the company
• Experience in supporting business objectives in a partnered/outsourced model

Interested candidates can send resumes to jobs@nallas.com with position ID in subject line