Incident Manager - Glen Mills, PA

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          "text": "<p>Role: Incident Manager<br />Location: Glen Mills, PA<br />Duration: 6+ Months<br /><br />BGV will be done for the selected candidates.<br /><br />Act as the escalation point for unresolved Incidents<br />Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA<br />Trending of incidents across providers<br />Escalation of Incidents and issues to Customer<br />Manage Major Incidents or situations across providers<br />Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate)<br />Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution<br />Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.<br />Identify and implement process improvements and ITSM platform/integration enhancements<br />Approve non-critical / non-commercial Requests (as may be agreed with the customer)<br />Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests.<br />Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels<br />Implement Requests on the self-service portal and associated workflows as agreed by the Customer<br />Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities.<br /><br />Please respond with your word resume and requested details:<br /><br />Full Name :<br />Work Authorization:<br />Contact Number :<br />Email ID :<br />Skype ID:<br />Current location:<br />Willing to relocate :<br />Rate/hr :<br /></p>",
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