IT
Job DescriptionRole: Incident Manager
Location: Glen Mills, PA
Duration: 6+ Months
BGV will be done for the selected candidates.
Act as the escalation point for unresolved Incidents
Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
Trending of incidents across providers
Escalation of Incidents and issues to Customer
Manage Major Incidents or situations across providers
Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate)
Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
Identify and implement process improvements and ITSM platform/integration enhancements
Approve non-critical / non-commercial Requests (as may be agreed with the customer)
Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests.
Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels
Implement Requests on the self-service portal and associated workflows as agreed by the Customer
Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities.
Please respond with your word resume and requested details:
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All your information will be kept confidential according to EEO guidelines.
Top Skills
What We Do
Infoways specializes in providing comprehensive consulting, implementation, migration, upgrade, solution development, customizations, functional testing, user training, interface development, and support services for Infor solutions. Our expertise extends to Extensibility, ION, and Report Designer, enabling us to tailor solutions precisely to your requirements. We pride ourselves on our client-centric approach, ensuring that your needs are at the forefront of everything we do. Our services include functional and technical support, admin support, system availability management, incident support, trend analysis, and ticket reduction, among others, all aimed at enhancing your experience and maximizing the value of your Infor investments. Furthermore, our software development capability is at the forefront of innovation. For instance, we are currently enhancing applications in the Financial Services sector using Blockchain technology, showcasing our commitment to leveraging the latest technologies to drive meaningful change for our clients. Infoways offers flexible engagement models and has cultivated a robust talent pool of global resources with expertise in various technologies, including BaaN/LN, M3, Lawson S3, and more. Our team is well-versed in Agile methodology and SDLC best practices, ensuring that projects are delivered on time and within budget. If you are interested in knowing more about how Infoways can support your business and enhance your Infor experience, please let us know. We would be delighted to schedule a meeting with our team at your convenience to discuss Let's Connect We believe in the power of collaboration. Whether you're a client, partner, or future team member, let's embark on this journey together. 📧 [email protected] ☎ 609-718-0720 Join us at Infoways as we navigate the digital landscape, create meaningful solutions, and build a future where innovation knows no bounds.
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