Incident manager Job at Randstad (Tokyo)

Incident Manager

As an Incident Manager, you will be a part of the Sysco Information Technology S...

Location

United States , Houston

Salary:

Not provided

Sysco

Expiration Date

Until further notice

Requirements

5+ years of experience in IT Support handling emails, incidents and phone calls supporting technology products
3+ years of experience in playing the role of an Incident Manager and/or leading a support team
Superior English language and communication skills - both written and verbal
Skills with the ability to articulate technical solutions for both technical and non-technical audiences
Highly motivated, self-directed and responsible contributor
Ability to direct cross-functional resources through incident life cycle
Technical knowledge and experience working with Windows/Linux environments, Cloud environments, SQL, Active Directory, Scripting, etc.
Network troubleshooting knowledge including LAN/WAN, DHCP, TCP/IP, Firewalls, and Routing Cloud Services/Platforms
Monitoring tools such as Dynatrace, New Relic, DataDog, Nagios and Splunk
Bachelor's degree in computer science, information technology or equivalent

Job Responsibility

Lead, own and drive incident management bridge calls and chats with support teams, application development teams, infrastructure teams’ business teams, and senior leadership with the purpose of remediating major incidents
Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios
Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution
Effectively verbalize, document, communicate and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various incidents and problems reactively and proactively identified in the IT environment, and effectively bring them to resolution and/or closure
Understand the Service Levels, determine the criticality of incidents, ensure incidents are addressed within agreed SLAs by the service owners, and taking follow-up actions until incidents are resolved
Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly
Work closely with Service Owners to deliver a clear, concise picture of incidents and the short-term remediation applied
ensure problem prevention methods and mitigation strategies are continually applied to improve application availability and make recommendations on long-term solutions
Effectively document analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems
Facilitate analysis and review meetings and provide recommendations to service owners and platform owners to improve practices, service availability and IT services

Fulltime

Incident Manager

The Associate Incident Management Specialist is an entry level subject matter ex...

Location

United States of America , Michigan

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Analytical and reasoning skills
Aptitude for learning and the ability to interpret processes and policies
Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
Proactive in approach and good attention to detail
Achievement driven and delivery focused while maintaining the required quality
Display client service orientation with good communication skills
Bachelor's degree or equivalent in Computer Science or Information Technology, or a related field
ITIL certification (Specialist preferable)
Relevant IT certifications preferred
Some experience working with internal and external stakeholders

Job Responsibility

Assist with providing technical support to customers and teams
Keep a log of incidents and assist with examining of less complex incidents
Follow processes in the prevention and reduction of similar problems from arising in the future
Assist with the resolution of less complex incidents within the specified service level agreements or operational level agreements
Assist with the documentation of troubleshooting steps and service restoration details
Work with more senior colleagues in the team to identify problems and resolve assigned incidents
Escalate incidents of a complex nature to more senior team members
Assist with the creation and submission of knowledge articles as and when required
Perform any other related task as required

Fulltime

Incident Manager

The Associate Incident Management Specialist is an entry level subject matter ex...

Location

United States of America , Remote, Michigan

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Some experience working with internal and external stakeholders
Some experience analyzing processes and recommending improvements
Some experience in ITSM
Bachelor's degree or equivalent in Computer Science or Information Technology, or a related field
ITIL certification (Specialist preferable)
Relevant IT certifications preferred

Job Responsibility

Assist with providing technical support to customers and teams
Keeps a log of incidents and assists with examining of less complex incidents
Follows processes in the prevention and reduction of similar problems from arising in the future
Assist with the resolution of less complex incidents within the specified service level agreements or operational level agreements
Assist with the documentation of troubleshooting steps and service restoration details
Work with more senior colleagues in the team to identify problems and resolve assigned incidents
Escalate incidents of a complex nature to more senior team members
Assist with the creation and submission of knowledge articles as and when required
Performs any other related task as required

Fulltime

Incident Manager

This is an incredible opportunity for a progressive, pragmatic, and service-orie...

Location

Philippines , Manila

Salary:

Not provided

Apex Clearing

Expiration Date

Until further notice

Requirements

5 years of relevant work experience, designing, implementing and executing incident management programs
5 years of experience in partnering with Support/Client Partners/Engineering/Product teams and customers to deliver incident response outcomes
Leadership presence with the ability to command and control highly stressful situations with a calming influence
Ability to effectively communicate multi-functionally with both internal stakeholders and external customers or partners
Evidence of a bias to action with strong attention to detail and data-driven decision making
Ability to make logical, quick decisions to progress investigations
Prior experience in documenting and collecting relevant data for accurate metrics and reporting
Handle majority of IM planning and coordination (PD admin, documentation, training, processes, readiness, proactivity, reporting)
Own incident management as a practice and report into ITSM and Tech-Ops leadership. Oversee mentorship and onboarding of new incident manager
Provide the depth of Incident Management experience developed working incidents, conducting lessons learned reviewed, coordinating changes and constantly iterating on the process

Job Responsibility

Deliver results. Use ticket data, client feedback, and experiences to influence and drive improvements in our processes. Produce reports displaying service metrics on key service measures such as response and resolution time
Collaborate with engineering and product teams. As a member of the IT Service Management Team you’ll work closely with other support teams to triage, investigate and restore critical service outages
Focus on continuous improvement. You'll be expected to identify and report on the frequency and severity of technical incidents which negatively impact internal and external customers
Support our world class client base. Promote a culture of quick and effective response to client impacting situations
Identify smart and creative ways to solve issues and client challenges
Stay updated on new technologies and tools. You’re in tune at all times with new functionality within our current tool kit as well as opportunities using 3rd party tools to improve our level of service to our clients

What we offer

market-leading salary with an annual bonus
20 days of vacation leave plus regular and special non-working holidays
training and development budget
private health insurance for medical and dental
life insurance
flexible working hours
parental leave
modern city center office
hybrid work schedule
monthly team lunch-outs

Fulltime

Incident Manager

This is an incredible opportunity for a progressive, pragmatic, and service-orie...

Location

United Kingdom , Belfast

Salary:

Not provided

Apex Clearing

Expiration Date

Until further notice

Requirements

5 years of relevant work experience, designing, implementing and executing incident management programs
5 years of experience in partnering with Support/Client Partners/Engineering/Product teams and customers to deliver incident response outcomes
Leadership presence with the ability to command and control highly stressful situations with a calming influence
Ability to effectively communicate multi-functionally with both internal stakeholders and external customers or partners
Evidence of a bias to action with strong attention to detail and data-driven decision making
Ability to make logical, quick decisions to progress investigations
Prior experience in documenting and collecting relevant data for accurate metrics and reporting
Handle majority of IM planning and coordination (PD admin, documentation, training, processes, readiness, proactivity, reporting).
Own incident management as a practice and report into ITSM and Tech-Ops leadership. Oversee mentorship and onboarding of new incident manager.
Provide the depth of Incident Management experience developed working incidents, conducting lessons learned reviewed, coordinating changes and constantly iterating on the process.

Job Responsibility

Deliver results. Use ticket data, client feedback, and experiences to influence and drive improvements in our processes. Produce reports displaying service metrics on key service measures such as response and resolution time.
Collaborate with engineering and product teams. As a member of the IT Service Management Team you'll work closely with other support teams to triage, investigate and restore critical service outages.
Focus on continuous improvement. You'll be expected to identify and report on the frequency and severity of technical incidents which negatively impact internal and external customers.
Support our world class client base. Promote a culture of quick and effective response to client impacting situations
Identify smart and creative ways to solve issues and client challenges.
Stay updated on new technologies and tools. You're in tune at all times with new functionality within our current tool kit as well as opportunities using 3rd party tools to improve our level of service to our clients.

What we offer

market-leading salary with an annual bonus
28 days of annual leave plus 10 Northern Ireland national holidays
training and development budget
pension matched up to 7%
private health insurance for medical, dental, and optical care
life insurance
flexible working hours
parental leave
modern city center office
hybrid work schedule

Fulltime

Incident Manager

We're growing our Customer Operations team and looking for an Incident Manager f...

Location

France , Paris; Lyon; Toulouse

Salary:

Not provided

efficy

Expiration Date

Until further notice

Requirements

At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment
Customer-facing mindset: comfortable communicating with clients under pressure and know how to keep them confident
Strong coordinator, able to align multiple internal teams quickly and clearly
Rigorous and closure-oriented: open issues get resolved, not left open
Solid technical understanding, able to engage meaningfully with R&D and Cloud teams without being an engineer
Quick to get up to speed on product behaviour and business logic
Fluent in French and English, written and spoken

Job Responsibility

Own production incidents from qualification to closure, coordinating all involved teams
Be the main point of contact for external clients during active incidents, keeping them informed at every step
Deliver structured post-incident reports and follow-up communications to external clients
Ensure every incident has a visible owner and clear progress at all times
Participate in steering committees and crisis meetings as needed
Track incident KPIs including MTTR, SLA compliance, and escalation rates
Monitor ticket progress across teams and escalate blockers when needed

What we offer

Direct impact on customer satisfaction and service quality
High-visibility role connecting Support, R&D, and Cloud teams
Career growth opportunities and internal mobility
Modern offices in 11 European locations
Fun team events & continuous learning
Competitive salary with bonus system
Hybrid working policy

Fulltime

Incident Manager

We're growing our Customer Operations team and looking for an Incident Manager f...

Location

France , Paris; Lyon; Toulouse

Salary:

Not provided

efficy

Expiration Date

Until further notice

Requirements

At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment
Customer-facing mindset: comfortable communicating with clients under pressure and know how to keep them confident
Strong coordinator, able to align multiple internal teams quickly and clearly
Rigorous and closure-oriented: open issues get resolved, not left open
Solid technical understanding, able to engage meaningfully with R&D and Cloud teams without being an engineer
Quick to get up to speed on product behaviour and business logic
Fluent in French and English, written and spoken

Job Responsibility

Own production incidents from qualification to closure, coordinating all involved teams
Be the main point of contact for external clients during active incidents, keeping them informed at every step
Deliver structured post-incident reports and follow-up communications to external clients
Ensure every incident has a visible owner and clear progress at all times
Participate in steering committees and crisis meetings as needed
Track incident KPIs including MTTR, SLA compliance, and escalation rates
Monitor ticket progress across teams and escalate blockers when needed

What we offer

Direct impact on customer satisfaction and service quality
High-visibility role connecting Support, R&D, and Cloud teams
Career growth opportunities and internal mobility
Modern offices in 11 European locations
Fun team events & continuous learning
Competitive salary with bonus system
Hybrid working policy

Fulltime

Incident Manager

At Ericsson, you can be a game changer! Because working here isn’t just a deal. ...

Location

India , Noida

Salary:

Not provided

Ericsson

Expiration Date

Until further notice

Requirements

Minimum of 4 years’ experience from Telecom or IT Industry
Understanding of generic telecom applications like BSCS(Billing System), IN(Charging System), Provisioning, CRM, ERP, Mediation, DWH, VAS
Knowledge of ITIL or other industry practices related to Service Management and Lifecycle
Solid sense of urgency and take responsibility and be able to work under pressure
Solid skills in leadership and communication

Job Responsibility

Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
Setting up of Technical & Management Bridge to facilitate communication during incidents
Ensure timely communication / information flow towards internal & external stakeholders
Engage relevant stakeholders & Initiate management and technical issues when required to protect Ericsson and/or customer interests
Ensure RT adopts optimal attitude which balances best path to resolution and protection of customer interests
Log all Incident details, allocating approved categorization and prioritization
Keep users informed about their Incidents’ status at agreed intervals
Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents)
Provide first-line investigation and diagnosis of all Incidents via major incident report
Ensure recovery team remains sensitive to collection and correlation of data for potential RCA post event

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