Incident Commander
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![]() United States, Indiana, Evansville | |
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*Description*
The Problem Manager position will report into the Operational Excellence team. This role will be responsible to drive processes for analyzing root cause of incidents, identifying corrective actions and tracking them to closure. Responsibilities *The resource will be assigned to a domain (which is a grouping of applications, for example: Digital apps) Ensure all closed incidents in this domain have a related problem ticket. (Focus more on P1, P2 & P3 incidents initially). *Schedule and facilitate a formal "PIR" (Post Incident Review) after the resolution of every significant incident (P1, P2, P3). *Invite all key participants from the incident response & resolution as applicable (L2, L3, Monitoring Analysts, Incident Commanders, Scribes, Infra, Network, Helpdesk, etc). *Conduct RCA within set SLA turnaround times Conduct extensive problem analysis with attention to detail for all problem tickets within the assigned domain. Dig deeper and ask the 5 Whys. Prioritize problem tickets linked to incidents in this order: P1s, P2s, P3s, P4s. *Assign action items and follow up with other teams to drive closure for: Resolving the underlying root cause with technology Addressing any process or training gaps Improving logging, monitoring & alerting so that we can detect a potential issue before it occurs, and/or diagnose & resolve it faster Addressing other areas that may have a similar problem. *Capturing any longer-term approaches Updating SOPs and other knowledge management articles Determine solution workarounds until all action items are closed Coordinate reporting of open problems, aging problems, recurring impact from problems, closed problems, etc. *Include categorization, overall reporting and domain specific reporting. Show trending. Facilitate meetings with other teams to share the reporting and drive toward closure on all Problem tickets in this assigned domain. Build out Knowledge Management. Write articles, manage articles, enable self service through knowledge. *Be Proactive: Identify problems based on trend analysis from past incidents (heavy hitters) & monitoring data. Open problem tickets if they don't already exist and follow through. Desired Skills *Bachelor's degree in Computer Science, Information Technology, or Related field Minimum experience of 2 years working in a Technology organization *Analytical mindset and ability to grasp complex topics Understanding of application and infrastructure stacks and technologies *Excellent verbal and written communications Intermediate experience with Microsoft Office (Visio, Excel, Word, PowerPoint, Outlook) *Ability to multi-task with multiple priorities Proven ability to establish and maintain positive customer and team member relationships Nice To Have: *ITIL training certification Extensive experience with Problem Management and Incident Management Experience as a user of the ServiceNow platform *Skills* Documentation process, Incident management, Incident response, monitoring tools, Problem management, Technical support, grafana, Support, Distributed systems, Remediation, sre *Top Skills Details* Documentation process,Incident management,Incident response,monitoring tools,Problem management,Technical support *Additional Skills & Qualifications* Desired Skills *Bachelor's degree in computer science, Information Technology, or Related field Minimum experience of 5 years working in a Technology organization *Excellent verbal and written communications *Outstanding problem solver *Analytical mindset and ability to grasp complex topics *Understanding of application & infrastructure stacks and technologies *Extensive experience utilizing monitoring tools to identify potential incidents, analyzing system logs and dashboards *Extensive experience solving production incidents, restoring service quickly and identifying underlying root cause *Ability to multi-task with multiple priorities *Proven ability to establish and maintain positive customer and team member relationships *Experience Level* Intermediate Level *Pay and Benefits* The pay range for this position is $46.42 - $57.14/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) *Workplace Type* This is a fully onsite position in Evansville,IN. *Application Deadline* This position is anticipated to close on May 16, 2025. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. |