Job Description

Incident Management Specialist
Job Number: 21-02202
Want to be part of the Energy Industry? Eclaro is looking for an Incident Management Specialist for our client in Waltham, MA
Eclaro's client operates one of the world's largest energy delivery systems, constantly at the forefront of innovations in developing technology. If you’re up to the challenge, then take a chance at this rewarding opportunity!
Position Overview:
  • Accountable for the efficiency and effectiveness of the Service Delivery over the life cycle of Incidents for the Gas Businesses Enablement Program.
  • Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations as well as perform the administrative tasks necessary to support activities within a process.
  • Lead a team of Second Level Support resources for Gas Business Enablement
  • Provide training and coaching to team around end user outreach
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • Responsible for assigning incidents within the program incident management team
  • Partner closely with Production Support development Scrum teams for proper defect triage, ticket routing, and possible resolution through releases
  • Directly works with IT Service Desk (L1) Support to ensure proper recording of incidents
  • Identify knowledge gaps and upskilling opportunities for L1 team to improve upon FCR metrics
  • Determines if an incident needs to be escalated according to priority and severity of the issue
  • Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
  • Participate in Incident with IT Problem management team review following major Incidents
  • Identify and Create Knowledge Base items, with repeatable procedures with a goal of reducing the number of Incidents as well as improve upon FCR metrics
  • Build a feedback loop to Product Owners / Process leads on system enhancements to reduce overall incident volume
  • Build a feedback loop to training team regarding re-training needs and areas for improvement
  • Point of contact for all Major Incidents, in coordination with the IT Service Delivery Major Incident Management (MIM) team
  • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure
  • Represent the first stage of escalation for Incidents, within the GBE program
  • Establish and monitor metrics and reporting around SLA attainment
  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
  • Work with Solutions Engineering managers and platform leads to complete Service Transition
  • Presents performance metrics to stakeholders on a monthly basis
  • Other duties as assigned
  • 2 years of experience as an Incident Manager required, covering regular and major incident management
  • Prior experience in governing an incident management process in a multi-vendor environment
  • 2 years of leadership or management experience preferred
  • 5+ years of experience with IT service delivery management in a multi-vendor, large complex environment
  • Demonstrated ability to translate ITIL principles into practice
  • ITIL certification is preferred
  • Ability to articulate service management issues in plain language based on audience
  • Ability to build relationships and become a trusted advisor to IT and business partners
  • Delivery of high-quality presentations
  • Demonstrated ability to identify, collect and analyze data to improve performance in one or more process areas
  • Prior experience using ServiceNow and Jira
  • Proven written and oral communication skills
  • Proven organization and time management skills
  • Proven analytical and problem-solving skills
  • Proven project management skills
  • Ability to work effectively on a team and individually
  • Shows flexibility and attention to details
  • Strong desire for continuous improvement
  • Ability to influence without direct authority
If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro
If interested, you may contact:
Maria Castañeda
Maria Castañeda | LinkedIn
Equal Opportunity Employer:
Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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