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Incident Triage Manager

SkillStorm is seeking an Incident Triage Manager for our client in Jacksonville, FL OR Charlotte, NC OR Newark, DE. Candidates must be able to work on SkillStorm's W2; not a C2C position. EOE, including disability/vets.

Job Description:

  • An Incident Triage Manager primary responsibility is driving effective triage leadership for all IBST and ETEC related technology and operations incidents. This position requires holding business partners, subject matter experts and technical partners accountable during restoral activities, ensuring proper escalation occurs, timely and accurate business communications are created and documentation of the incident is accurate. Candidate will lead triage calls, keeping the necessary focus on restoration of services while delivering clear, concise and timely incident communications. Duties include ensuring all necessary teams are engaged and focused on their tasks. Must be flexible, has foresight to see the need to change priorities, escalate accordingly and able to understand and communicate across diverse technical platforms. Flexible enough to work for extended hours and/or weekends as needed to handle high priority issues, production recoveries and provide support to monthly Integrated/Infrastructure Releases.

Required Skills:

  • Strong work ethic, self driven to independently drive out incidents by navigating the triage to restoral. Candidate must take initiative, demonstrate relationship management skills (advise, influence, and consult). Have strong analytical and problem solving skills with attention to detail, accuracy and follow up. Exceptional planning, organizational, and time management skills. Excellent written and verbal communications skills. Flexibility with evolving environments with the ability to manage multiple and sometimes competing priorities. Confidence under pressure leading a diverse audience of technicians, business partners and/or executives.

Desired Skills:

  • Knowledge of ITSM Incident, Change, and Problem Management Processes. Tool set, Remedy, News, myCTO

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Incident Triage Manager