- ITIL Certification
- Communication Skills
- Supervising Experience
- Technical Support
Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.
Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 10 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. 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:
Coordinates and drives Restoration of Service for Major Incident events.
Coordinating a large Cross Functional Team
Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus
Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
Work closely with SMEs to quickly identify customer impact (who, how, when)
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Reporting, Metrics and analysis
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.
Minimum of 5 to 10 years of experience in an Incident Management role.
Excel with communication skills (written and oral), with experience interacting with all levels of management communicating issues with people, process and technology.
Good understanding of production IT Environment and IT Operations
Strong interpersonal and teamwork skills.
Supervisory or team lead experience
Ability to work rotating shifts to support 24/7/365 organization
Experience in a technical support field: network, server, storage
ITIL Foundations Certification or desired understanding of Knowledge of how to support the Incident Management, Problem Management and Change Management processes while working escalated incidents
Skills / Knowledge - A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
Supervision - Normally receives little instruction on day-to-day work, general instructions on new assignments.