Sr. Incident Manager

Company Name:
NEW Corporation
Title: Sr. Incident Manager
Location: US-TN-Nashville - 2nd Avenue South TP Center
Job Number: 1401236
The Critical Service Management Incident Controller is the point of contact for all major (critical and high priority) incidents. This is a high visibility position that provides managerial-level facilitation of outages with a primary focus on worldwide issues. As such, it requires frequent contact with customers, other operations groups, and IT Management; and is primarily responsible for the overall communication, coordination, root cause analysis, formal closure, and reporting on such incidents. This position plays a key role in driving improvements to operational stability across IT infrastructure. Work hours for this position are primarily daytime Monday through Friday, but 24X7 on-call availability is required.
The primary duties and responsibilities include:
o Primary Point of Contact (POC) for all major (critical and high priority) incidents throughout an IT outage providing leadership and facilitation of "CIRT" (critical incident response team) exercises.
o Coordinate all aspects of the incident management related to communication and organization of "CIRT" exercises; working in conjunction with any service fulfillment teams involved.
o Serve as key contact for customer escalations to lines of business and senior management regarding major incident as part of a 24X7 service.
o Facilitate resolution of complex problems to ensure positive and timely outcomes; leverage internal subject matter experts or resources; maintain an understanding of the technical areas and technological
solutions involved.
o Communicate effectively between all customers and exercise solid judgment in determining which issues require escalation to senior management.
o Coordinate root cause analysis (RCA) of major incident reviews to identity and resolve gaps in the team approach to delivering service; work proactively with groups and vendors to resolve issues in a timely manner.
o Establish criteria to capture incidents for trending and RCA supporting efforts to improve operational stability in a proactive manner; partner with service owners, problem management, service desk, and
technical stakeholders to continually improve the predictability of service and enhance service offerings.
o Define, develop, and consult with team reporting, metrics, and analysis of deliverables as required; manage regularly scheduled closure and trend reports and analysis.
Best Qualified Candidates will have:
o A bachelor''s degree or higher in information technology or a related field.
o Three or more years of experience managing multiple and simultaneous complex information technology incidents OR eight or more years of approved equivalent experience.
o CompTIA A Certification required.
o Information Technology Infrastructure Library (ITIL) V3 Foundation Certification or higher, preferred.
o Five or more years of experience in delivering support services for production environments.
o Experience working in a 24X7 environment; ability to work flexible hours and be on-call.
o Experience managing large-scale technology incidents and leading root cause analysis.
o Experience performing incident management, problem management, event management, change management, and configuration management integration.
o Knowledge of Service Level Agreements (SLA) directly or indirectly related to problem resolution.
o Excellent interpersonal skills with a strong customer focus.
o Strong organizational, analytical, and decision-making skills with the ability to prioritize and manage multiple tasks simultaneously.
o Ability to drive and command activities across all levels and multiple teams with strong verbal and written communication skills.
About Asurion
For two decades, Asurion has led the technology protection industry around the globe. The Company provides premier support solutions to enable optimum use of technology; digital applications to protect their privacy
and provide security; and rapid replacement of lost, stolen, damaged or malfunctioning devices. Asurion partners with the leading wireless companies, retailers and service providers enabling them to focus on their
businesses and to provide services that delight their customers. Asurion''s 14,000 employees worldwide specialize in fulfilling the needs of more than 280 million consumers. For more information about Asurion,
including customer service ratings and reviews that help drive continuous improvement, please visit
About Asurion:
Asurion is the global leader in technology protection services. From lost, stolen and damaged wireless handsets to malfunctioning computers, gaming systems and more, Asurion, together with sister-companyNEW,provides more than 200 million consumers worldwide with best-in-class service, repair, replacement and delivery. The company also provides products which can protect a consumer's wireless content and software. Asurion is the exclusive provider to many of the world's premier telecommunications and retail companies.The company is privately-held with more than 10,000 employees and operates in six countries across three continents. For more information, please .
Job: Information Systems / Information Technology

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