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Incident & Problem Manager job in Jacksonville at Kforce Technology

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Incident & Problem Manager at Kforce Technology

Incident & Problem Manager

Kforce Technology Jacksonville, FL (On Site) Contractor
$48.00 - $58.00/Hour
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One of Kforce's partners is seeking an Incident & Problem Manager to join their team in Jacksonville, FL.

Summary:
The Incident & Problem Manager is accountable for managing the major incident process for Urgent and High business impacting incidents, ensuring that customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism. The Incident & Problem Manager is responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause, identify, record and resolve problems, and avoid incidents. The Incident & Problem Manager is responsible for handling the internal incident management process and the external customer communications & 3rd party escalations for critical business impacting service incidents reported by customers or our Managed Service operation. The individual is also responsible for pressing the root cause analysis (RCA) research and report to completion within SLAs following a major incident and service restoration.

REQUIREMENTS:

  • 4+ years of experience working within an Incident Management AND Problem Management teams

  • 1+ years of experience in a people management position

  • Experience with ITSM tools (ServiceDesk, ServiceNow, and etc.)

  • Understanding of ITIL and ITSM process and the ability to use data and analytics to improve resolution

  • Good problem-solving skills, with creative thinking and high attention to detail

  • Broad understanding of IT application and infrastructure principles

  • Ability to manage multiple tasks, projects, and shifting workloads, in a fast-paced environment

  • Strong interpersonal skills: ability to work on cross-functional teams and foster the team's commitment to the tasks

  • Ability to effectively prioritize and execute tasks appropriately, on time and to a high standard

  • Demonstrate strong initiative, self-motivation, and commitment to the job

  • Ability to work independently, self-starter

  • Excellent written and verbal communication skills, with an ability to express complex problems in business terminology



Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.



The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.



We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.



Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.



This job is not eligible for bonuses, incentives or commissions.



Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.




Recommended Skills

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