Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.
A Major Incident Manager is responsible for getting the technical teams involved that are needed to restore the service that is having an outage. This can mean that you are paging out several teams to find the root cause of the issue and escalating as needed. You also are responsible for documenting what is occurring to keep everyone informed of the progress being made to restore the service. When needed they will need to coordinate with other teams to work issues that might need server, desktop, network support. The Incident Manager will be on call 24/7/365 for any external facing issues that might occur and need to be worked. The other duties are below but additional duties might be assigned:
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Keep users informed about their Incidents’ status at agreed intervals
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Verify resolution with users and resolve Incidents in ITSM tool
Produce reports on a Monthly bases for both Internal and the External client
Personnel management of the incident team under them supporting the assigned customer
Must be currently eligible to work in the US for any employer without sponsorship
Must consent to and successfully clear all required pre-employment screenings.