Job #: 1634

Title: Incident Manager – Omaha, NE


  • Other
  • Job Type:

  • Contract
  • Salary Range:
  • $0 to $50,000

  • Contract Pay Rate:
  • $50-75
    • Anywhere
    • Posted 2 years ago
    • This position has been filled


    Analyst, Incident Prevention and Management

    The Analyst, Incident Prevention and Management will have responsibility working across the technology and business organizations to ensure that major incidents undergo root cause analysis and action items to permanently repair root cause. The analyst will work change management activity and maintain appropriate approval, scheduling, and communication processes to ensure that changes to  technology are well understood, tested, communicated, and deployed in a controlled manner. There is also some responsibility in IT disaster recovery for applying policy, process, and procedures to ensure that  alternate datacenters and business continuity plans are maintained. The analyst will ensure the disaster recovery processes are operating as intended and documented / tested to ensure readiness in a disaster situation.

    Main Accountability:
    • IT Problem Management
    • Identify subject matter expert and appropriate technology teams to be engaged during the problem investigations.
    • Lead Problem Management investigations with technical subject matter expert. Diagnosing causes of incidents, determining the resolution, and ensuring that the resolution is implemented.
    • Responsible for the prevention of recurring incidents by determining root cause and driving implementation of corrective actions.
    • Deliver results of the problem investigation to stakeholders.
    • Prevent problems and eliminate recurring incidents proactively through trend analysis within incident data.
    • Overseeing process improvement efforts and reporting on the status of enhancements.
    • Be an advocate for the Problem Management process.
    • Support and deliver regularly scheduled metrics. Identify opportunities for new metrics.

    Secondary accountabilities:
    • IT Change Management
    • Ensure Change Management policies and procedures are adhered to. Identify and recommend areas for user training to enhance adherence to policy.
    • Review daily change reports and ensure requests for change meet appropriate lead times, approval levels, and documentation standards
    • Review individual changes for Risk and assist teams to re-categorize change requests that may not have been assessed appropriately.
    • Review forecasts of change requests, identify collisions in projects and deployments.
    • Support and deliver regularly scheduled metrics. Identify opportunities for new metrics.

    Additional Accountabilities:
    • IT Disaster Recovery Support
    • Adhere to / enhance processes & procedures for the support and activation of the disaster recovery environment.
    • Maintain / Enhance Disaster Recovery program with a major focus on maintaining the viability, accuracy and completeness of all DR documentation.
    • Conduct Business Impact Analysis on all current and new applications in use
    • Lead DR exercise and validation program with focus on achieving all exercise goals and objectives, assuring adequacy of end-state recovery environments and coordinating activities of technology support resources.
    • Plan and coordinate exercises in support of Vendors & Critical Financial Institutions.
    • Identify opportunities and provide recommendations to improve processes through the use of best practices from internal and external sources.

    SPECIALIZED skills, experience:
    • Generalist knowledge with multiple infrastructure and application technologies
    • General experience in corporate IT governance and process management.
    • Must be comfortable working with the ambiguous while driving toward clarity
    • Demonstrate the ability to identify key issues and develop actionable recommendations
    • Strong written and verbal communication skills
    • Experience with Jira, Confluence, Remedy, Tableau, and Crystal or comparable tools a plus
    • Experience with Agile, ITIL concepts ​