IT Incident Manager in New Britain, CT at Eliassen Group

Date Posted: 6/20/2019

Job Snapshot

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Job Description

We have an exciting opportunity for a IT Incident Manager with our industry-leading client in New Britain.

We will accept corp to corp or w2 contractors. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Responsibilities of the IT Incident Manager:

  • Carry Major Incident Reviews
  • Generates Incident Reports, communicate incident events, and manage weekly meetings
  • Works with the Process Owner to implement, maintain, and improve the Incident Management Process
  • Ensures Incident Management processes, and procedures, are kept up to date
  • Ensure best use of IM tools and technologies
  • Provide centralized management of Service Management Incident Management.
  • Determine which Incidents presented are potential problems, and consider them for further Problem Advisory Board (PAB) consideration.
  • Determine which Incidents will be placed into Holding/Pending for possible future investigations.
  • Provides updates to and generation of articles for the Knowledge Base.
  • Works with Problem Manager to improve the interface and relationship between the Incident and Problem processes.
  • Meet weekly to review outstanding tickets and status, plus review new submissions from the previous week
  • Rank incidents based on severity (priority, impact and urgency)
  • Will be authorized to call on tactical teams (single or cross-group) to help troubleshoot and resolve problems based on severity
  • Review Incident Management Reports for new Incidents, problems on hold/pending, etc.
  • Review Incidents brought into the group from their Support Groups and assign Priority and Impact categories.
  • Discuss resources, tasks, schedule, etc.
  • Review status of ongoing investigations.
  • Re-prioritize, reassign, escalate, etc. as appropriate.
  • Update the affected Tickets and other related documentation.
  • Proactive Incident Management
  • Conduct Trend Analysis
  • Institute monitoring of pass high failure items
  • Discuss and determine what steps and processes should be improved.
  • Update Incident Management procedures as necessary.
  • Generate Reports based on Incident Management Requirements

Requirements of the IT Incident Manager:

  • Bachelor’s Degree in relevant field with 4+ years of IT service management experience.
  • Management, leadership and communication skills (written and verbal)
  • Service delivery experience
  • Solid problem solving skills must be detailed and results oriented.
  • Strong time management/planning skills, must be able to allocate resources for a 24x7 on call support environment
  • Strong understanding of current network monitoring and management tools.
  • ITIL certification or relevant experience with ITIL implementations required.
  • ServiceNow experience preferred

Keywords: Incident Manager, Incident Management, Indecent Reporting, Risk Manager, Risk Management, Service Now, ITIL

Job ID: 320503

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit

Eliassen Group 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.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!