Incident Manager, Remote

Apr 03, 2024
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Position Title: Incident Manager - Move to Victoria or Remote

Reports To: Director, Service Management

Location: Victoria, BC

Requisition: ZC-202336

Company Profile:

Join us here in beautiful Victoria, British Columbia to experience the best in West Coast lifestyle. You will work in an environment that will challenge you and reward your achievements. Your down time can be spent exploring the natural beauty of the West Coast -- from culinary experiences to cultural events, and to outdoor challenges. We have it all! Located in beautiful Victoria, BC, our retained client’s location offers easy access to every amenity.

Primary Accountabilities:

Our retained client has an opportunity for an Incident Manager.

Incident Management is defined as the Business Processes used to restore services as quickly as possible when an event occurs that is “contrary to the standard delivery of service”. This involves the management and escalation of High Priority Incidents up to and including service restoration.

Education & Experience:

• Degree or Diploma
• 3 years of related experience
• Certificate of program completion
• ITIL qualifications
• Demonstrated experience in one or all of the Change, Incident, Problem and Release Management processes

Skills, Knowledge & Abilities:

Specifics on Incident Management include:

• Coordinating and managing technical teams during service restoration
• Liaising with external service providers to facilitate prompt resolution
• Ensuring timely resolution of incidents is the first priority to reduce their impact on business
• Escalating incident tickets as required
• Providing timely feedback to senior management regarding issues affecting quality of service to clients
• Reviewing and reporting on all open tickets
• Communicating with clients and second level support to ensure prompt incident resolution
• Facilitating teleconference forums
• Delivering Quality of Service by adhering to our retained client’s methodologies and standards

Contact Details:

Please call or by clicking on the 'apply button' quoting: Incident Manager to:

Cliff Tang, Principal
Zealots Consulting Inc. Executive Search
IT Recruitment Consulting & Leadership Development
"Part of Your Team"
Lynn Valley Town Centre
1199 Lynn Valley Road, Box 16133, North Vancouver, BC V7J 3S9
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