Job Description :
VDart is a IT staffing firm based out of Atlanta, GA specializing in Digital & Emerging technologies. Founded in 2007, VDart has over 1700+ employees and contractors spread across 3 continents. We specialize in providing the Fortune 1000 companies, niche hard to find skills in technologies including Social, Mobile, Big Data Analytics, Cloud, Machine Learning, and Artificial Intelligence. With delivery centers in UK, Mexico, Canada and India, we provide talent solutions to global customers covering EMEA, APAC & Americas. We provide deep technology and domain expertise in BFSI, Energy & Utility, Technology, CPG & Retail industry verticals. VDart is an award winning organization recognized on Inc 500 Hall of Fame; Atlanta Business Chronicle's Fastest Growing Companies; NMSDC's National Supplier of the Year; Ernst & Young's Regional Entrepreneur of the Year and more. Role : Major Incident Manager Location : Portland , OR Type : Contract Job description : Own, manage and act as the primary coordinators for Critical/Major Incidents or situations across providers Monitor the resolution of incidents involving multiple Service suppliers and ensure it is within the SLA Ensure ticket handshake mechanisms across suppliers are understood, maintained and updated Act as the escalation point for unresolved Incidents Trending of incidents, Escalation of Incidents and issues to Customer Provide guidance to technical tracks & suppliers in fulfilling their incident management roles and responsibilities. Identify and implement Incident Management process improvements and ITSM platform/integration enhancements relating to same Run Process Compliance Audits and feedback to the Service supplier resources Conduct regular trainings for process awareness and improve process compliance Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service suppliers to support Incident diagnosis, reporting and tracking and resolution Ensure Incident Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Incident Management Process workflows Regular monitoring to avoid SLA miss, control incident hoping, incident ownership, reduced backlog/ageing Consolidate reports related to Incident Management from all Service suppliers Act as the escalation point for Incident Management Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA Trending of incidents across providers Escalation of Incidents and issues to Customer Consolidate Incident Management reporting across all suppliers to provide an end to end performance view Capturing incident follow ups and completing formal Post Mortems. Identifying stability trends and escalating them through the Problem Management process. Skills, Knowledge and Experience Must be an experienced resource with Minimum 8+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains. Very strong and proven Influential relationship management skills with stakeholders, senior management, colleagues and external service suppliers. Strong coordination, negotiation, and persuasion skills Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve Supervisory skills and the ability to leverage support from other parts of the organization Experience with Incident Command System (ICS) Understanding of Technologies & ITSM Tool Key Words: Incident Management , SLA , ICS if your skills match our requirements, please send your resume to for immediate consideration. Please be assured that your resume will be reviewed and you will be contacted if there is an interest in your background and experience. Referral Program: Ask our recruiting team about how you can be a part of our referral program. If you refer a candidate with the desired qualifications and your candidate accepts the role, you can earn a generous referral fee. We want to hire the best talent available and are committed to building great teams and partnerships. We are Equal Employment Opportunity Employer. VDart Inc Alpharetta, GA Follow us on Twitter for the hottest positions: @VDart_Jobs Follow us on Twitter: @vdartinc