Senior IT Incident Manager (ServiceNow & ITSM)
I
ICONMA, LLC
📍 United States, United States, United States
Job Description
Our Client, an IT Services and Consultant company, is looking for a Senior IT Incident Manager (ServiceNow & ITSM) for their Atlanta, GA/ Hybrid location. Responsibilities:
+ Manage the end-to-end incident lifecycle ensuring minimal business impact.
+ Lead Major Incident bridges, coordinate with stakeholders, and drive quick resolutions.
+ Conduct post-incident reviews (MIRs) and ensure corrective/preventive actions.
+ Ensure SLA adherence and proper escalation management.
+ Develop and maintain ServiceNow dashboards, reports, and KPIs.
+ Perform trend analysis on incident volumes, categories, and recurring issues.
+ Analyze metrics such as: Incident count, MTTR (Mean Time to Resolve),SLA compliance, Backlog trends
+ Provide actionable insights to improve service performance.
+ Create executive-level presentations using PowerPoint to communicate: Incident trends, Problem areas, Performance in...
+ Manage the end-to-end incident lifecycle ensuring minimal business impact.
+ Lead Major Incident bridges, coordinate with stakeholders, and drive quick resolutions.
+ Conduct post-incident reviews (MIRs) and ensure corrective/preventive actions.
+ Ensure SLA adherence and proper escalation management.
+ Develop and maintain ServiceNow dashboards, reports, and KPIs.
+ Perform trend analysis on incident volumes, categories, and recurring issues.
+ Analyze metrics such as: Incident count, MTTR (Mean Time to Resolve),SLA compliance, Backlog trends
+ Provide actionable insights to improve service performance.
+ Create executive-level presentations using PowerPoint to communicate: Incident trends, Problem areas, Performance in...