Senior NOC Incident Manager

Description

Why Ness

We know that people are our greatest asset. Our staff’s professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world’s leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for some of the most innovative software companies in the world.

You’ll gain knowledge working alongside other highly skilled professionals that will help accelerate your career progression.

You’ll also benefit from an array of advantages like access to trainings and certifications, bonuses, and aids, socializing activities and attractive compensation.

Requirements and responsibilities

What you’ll do

• Assesses impact and progress during major and minor incidents to ensure escalation is timely and appropriate;
  
• Enter incident details and keep information updated in the incident management tool in a timely manner with accurate information;
  
• Provides accurate and timely communications on impact to the appropriate distribution lists and senior management;
  
• Drives governance around incident management, for example, ensures an incident ticket is opened, escalated, updates and closed according to proper procedure and protocol;
  
• Establishes regular communication with IT management the business and the customer regarding the status of incident tickets and adherence to the incident management process;
  
• Contributes to evolving and maturing the incident management process so it integrates with other processes, problem management, change management, and tools;
  
• May need to facilitate regular meetings with customers, the business and IT incident management stakeholders to prioritize and resolve important incident related issues;
  
• Leverage incident management best practices and process frameworks, such as, ITIL methodology, to drive continual process improvement;
  
• May participate in the incident management technology evaluations and decisions as well as the day-to-day use of incident management tools;
  
• Participate in special projects as assigned.
  

What you’ll bring

• Bachelor’s degree in Business Information Systems or related field or equivalent work experience required;
  
• 5 + years of experience in incident management position directly leading incident resolution activities.
• Problem, and change processes and tools experiences is a desired plus;
  
• 2+ years of demonstrated leadership experience building consensus;
  
• Experience in incident, problem, and change processes and tools;
  
• Working knowledge of IT operations and support organizations;
  
• ITIL V3/V4 Foundation level certification or desire to obtain with 180 days;
  
• Knowledge of problem and incident management tools and best practices;
  
• Strong problem-solving and analytical skills;
  
• Proven ability to build and manage relationships effectively;
  
• Strong organizational skills; ability to manage multiple projects with competing demands for resources;
  
• A focus on business satisfaction, with strong interpersonal skills and responsiveness;
  
• Ability to communicate with all levels of technical and management staff;
  
• Strong Writing Skills;
  
• Customer Service;
  
• IT-Infrastructure Background;
  
• Prior knowledge of cloud services.

Not checking every single requirement?

If this role sounds good to you, even if you don’t meet every single bullet point in the job description, we encourage you to apply anyway. For most of the candidates that applied, we found a role that was a very good fit with their skills.

Let’s meet and you may just be the right candidate for one of our roles.

At Ness Digital Engineering we are willing to build a work culture that is based on diversification, inclusion, and authenticity.