Job Description

For further inquiries regarding the following opportunity, please contact our Talent Specialist:
Nithiya at (224) 507-1292
Ragu Mohan at (630) 847-0953

Title: Incident Manager

Location: Abbott Park, IL and Maple Grove, MN

Duration: 12 Months

Hours: 10 AM - 6:30 PM CST (Onsite)

Rotational Weekends: 6:00 AM 6:30 PM CST (Remote)

Candidates may work remotely one day per week, with case-by-case exceptions.

Weekend rotation every four weeks with 12.5-hour shifts. Holidays are on a rotational schedule too.

No travel required.

Relocation: Accepted

Workhours: 8 hours/day, 40 hours/week

Description:

Position Summary

• This role requires strong problem-solving, decision-making, and leadership skills to coordinate technical resources and restore IT services effectively.

Primary Job Function
Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics.

The Major Incident Analyst will be contracted for approximately one year, with potential to apply for a full-time position if available.

The role is based in Maple Grove, Minnesota, with possible seating in Chicago headquarters.



Core Job Responsibilities
Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge, group chat, provide BTS internal and business facing communications.
Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigation.
Analysis and reporting of incident trend data to identify and eliminate reoccurring Major Incidents.
Enable accurate metrics and reporting by ensure appropriate MI and Problem Investigation data is current and accurate.
Participate in on-call rotation.
Remains current on developments in field(s) of expertise, regulatory requirements, a general knowledge of the company's products, markets, and objectives as well as industry trends. Maintains current knowledge of and ability to assess new technology to collaborate with IT customers and deploy solutions that are creative, compliant and cost-effective through literature, trade journals, professional associations, and by attending conferences/seminars.
Resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence. Identifies and resolves business issues; escalate issues when appropriate.
Performs related functions and responsibilities, on occasion, as assigned.

Ensure accurate documentation and reporting within ITSM tools (ServiceNow preferred).

Collaborate with IT and cybersecurity teams to improve incident response processes.
Participate in rotational weekend coverage (remote) and weekday onsite schedule.



Position Accountability & Scope
Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics.

Responsibilities
Log into the phone system at the start of each shift.
Receive and manage incoming calls reporting outages or production issues.
Rotate escalations among team members.
Open and manage bridge calls during major incidents.
Coordinate with support teams to restore services.
Cover two holidays per year and participate in weekend rotations.

Required Skills
Excellent written and verbal communication.
Leadership in managing bridge calls with 20+ participants.
Active listening and comprehension.

Required Qualifications
Strong problem-solving and decision-making abilities to remain composed under pressure.

Strong knowledge of IT environments, infrastructure, and service dependencies.

Effective team player with leadership skills for managing large incident calls.
Background in cybersecurity is a strong plus.

Minimum Education
Bachelor's degree in Information Technology or similar area; or equivalent work experience.



Minimum Experience/Training
Minimum 4 years of experience in incident management or IT service operations.

Preferred Experience
Familiarity with the ServiceNow ITSM tool or other incident management tools.
Fast and accurate typing skills.
Broad understanding of IT services and infrastructure dependencies.
Bachelor's degree in IT or equivalent experience.
ITIL certifications are considered.

Interview Process: 2 Rounds
Initial interview conducted by the team lead/manager.
Secondary interview with the manager and co-lead.
Mix of in-person, video, and phone formats.

In-person (most likely) with leadership team.

Work Environment

No major projects expected for the contractor.

Additional Notes from Q&A
Candidates from any industry are acceptable, though medical device or healthcare experience is preferred.
Overqualification concerns include candidates with Masters or PhDs
Recruiters should focus on candidates with broad IT knowledge rather than deep specialization.

About us:

DivIHN , the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.

DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.

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