Job Description

Insight Global is seeking an IT Service Manager to join our Situation Management team. The ideal candidate will be a seasoned ITIL incident manager who is skilled at communication to all levels of users as well as technical team members and executive level leaders. Preference will be given to candidates who have demonstrated experience working in government and/or supporting a customer with a global presence.

This is a fully remote position.

* Serve as a member of the Situation Management team.

* Perform the function of Major Incident Management

* Participate in an on-call rotation that requires support 24x7x365.

* Be generally available to work any shift as required

* Guides support teams with the identification, troubleshooting, and resolution processes of Incident Management

* Understands and guides teams in business impact analysis.

* Creates communication materials and can brief at executive levels when required.

* Attends and aids in the coordination of troubleshooting bridges for all priority incidents (from low priority to Crisis)

* Works closely with all departments and day-to-day operations personnel to document outage updates and communicates those updates as required to higher level leaders.

* Assist in identifying trends and create reports as necessary.

* Hosts Major Incident bridges during major incidents working with department heads/leads to work towards major incident resolution.

* Appropriately escalates problems the team is having when required.

* Monitors SLA clocks and guides technicians in fully documenting their assigned tickets to show all work performed to minimize SLA failure.

* Handle or lead small projects assigned to the team.

* Provide support and intervention on crisis situations that require critical and careful handling on a 24x7x365 basis.

* Facilitates troubleshooting discussions and discovery and makes recommendations for next steps to technical teams and the Situation Management team.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

* Active Interim Secret clearance required to start.

* Undergraduate degree or equivalent combination of education and work experience.

* 4-6 years of relevant work experience to include, Business analysis experience, and technical writing/editing experience, customer service (such as call center or helpdesk).

* Preference will be given to those with operations experience in a large fast paced environment such as incident management for a medium to large sized organization. * ITIL Foundation-level certification or willingness to obtain within 6 months of start date.

* Six Sigma experience is a plus.

* Knowledge of Process and IT service management concepts.

* Experience in technical problem solving and crisis management concepts.

* Ability to promote a team environment.

* Executive-level communication skills null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.