Location: New Jersey ( Remote) Pay Rate: $55.00-$57.00
  Responsibilities: 

• ITIL Incident Response: Manage the entire incident management lifecycle in alignment with ITIL best practices. Lead the Major Incident Management (MIM) process, driving rapid triage, escalation, and resolution during high-priority outages.
• Issue Tracking & Documentation: Meticulously log, categorize, and prioritize all incidents within the ITSM toolset. Maintain comprehensive documentation for all outages and conduct Post Incident Reviews (PIRs) with resolving groups to facilitate the transition to Problem Management.
• Communications: Ensure timely, accurate, and appropriate communications are drafted and distributed to IT and business leadership, keeping all stakeholders thoroughly advised of the incident status, mitigation steps, and business impact.
• Cross-Functional Collaboration: Work closely and effectively with various IT teams, security personnel, and upper management to coordinate response efforts and ensure proper functional and hierarchical escalations.
• Continual Service Improvement (CSI): Actively participate in regular assessments of incident management processes and metrics (e.g., MTTR, SLA compliance) to ensure they remain well-documented, sustainable, highly effective, and scalable.

• Bachelor's Degree from an accredited college/university or equivalent practical work experience.
• Clear, concise, and structured written and verbal communication skills.
• Strong presentation skills and proven ability to lead and facilitate highly technical meeting environments, bridge lines, and post-incident reviews.
• Presentation & Meeting Facilitation: Strong presentation skills and proven ability to lead and facilitate highly technical meeting environments, bridge lines, and post-incident reviews.
• 2-5 years of experience working within IT operations or service management, with demonstrated experience leading and running technical bridge calls during major incidents across various infrastructure stacks (including applications, hypervisors, compute, storage, and networking).
• Understanding and practical application of ITIL Incident Management processes, Major Incident Management, Business Continuity. (ITIL v3 or v4 Foundation Certification highly preferred).
• Understanding and practical application of ITIL Incident Management processes, Major Incident Management, Business Continuity. (ITIL v3 or v4 Foundation Certification highly preferred).
• Demonstrated, hands-on experience utilizing enterprise ITSM (IT Service Management) (e.g., ServiceNow).