Incident Management Resume Sample
Ariane Dietrich
23176 Padberg Street,
Phoenix,
AZ
+1 (555) 889 8110
Work Experience
Incident Management Specialist
05/2017
-
PRESENT
Chicago, IL
- Maintaining awareness of all Critical Incidents
- Manage team resources effectively to ensure appropriate resource are available at all times
- Accountable for performance standards within the Incident Control team
- Acting as escalation point for any issues relating to Area Incident Control team
- Provide internal clients with value added technical insights in areas of functional expertise
- Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue
- Lead day-to-day operational activities in of the Incident Management Team
Incident Management
10/2010
-
01/2017
Phoenix, AZ
- Drive efficiency and effectiveness of the incident management process
- Enforce process and standards, and work to improve process
- Ensure that the team undertake all Incident Management activities to agreed standards including: o
- Establish project measures to ensure that the project is on-time, on-budget and meets the customer’s specifications
- Examining work queues for Incidents with the effort of missing service agreements
- Ensuring operational effectiveness and efficiency of Incident Management process
- Initiating Incident Management, by recognizing/verifying an event or an issue reported through Request Management
- Monitor the incidents workload per Tier 1 Analyst to ensure that the Service Level Agreement are respected
- Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator
Incident Management Expert
03/2006
-
05/2010
Philadelphia, PA
- Owns all Incidents and Service Requests throughout the lifecycle
- Ensure team is enabled to facilitate all issues to resolution
- Ensure outages are promptly communicated with exceptional quality
- Manage chronic issues on internal and external systems and provide feedback to engineering department for improvements
- Monitor and manage reliability and availability metrics to infrastructure service level agreements
- Identify and drive mitigation for gaps in procedure and process in the team and/or organizationally
- Be willing to perform 24x7 on-call as escalation manager
- Create and improve standard operating procedures as-needed and in a timely fashion
- Develop and maintain comprehensive knowledge articles
Education
Grand Valley State University
2001 - 2006
Bachelor's Degree in Information Systems
Professional Skills
- Excellent oral and written skills in English (business fluent); additional language skills advantageous
- Excellent customer skills as well as interpersonal and communication skills
- Excellent interpersonal and communication skills with the ability to operate in a multi-cultural and cross-functional organisation
- Exceptional writing skills, with demonstrated experience writing for and briefing executive-level stakeholders
- Proven strong written and verbal interpersonal skills
- Strong organizational and prioritisation skills
- Communicate effectively and persuasively at all levels; very strong presentation skills
How to write Incident Management Resume
Incident Management role is responsible for troubleshooting, leadership, advanced, customer, communications, financial, database, reporting, digital, events.
To write great resume for incident management job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Incident Management Resume
The section contact information is important in your incident management resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Incident Management Resume
The section work experience is an essential part of your incident management resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous incident management responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular incident management position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Incident Management resume experience can include:
- Provide exceptional communication and transparency of planned activities and current status to team members and other partners and stakeholders within the company
- To run the Priority 1 / Priority 2 process effectively, leading the Technical Teams/Support Groups through troubleshooting and customer communications
- Excellent Customer Service and strong communication skills with the ability to explain technical issues in non-technical language to customers
- IT Operations experience with demonstrable skills in measuring, analyzing, and improving service process
- Strong interpersonal skills, including collaboration and analytic thinking
- Exceptional communication skills and experience interacting with all levels of organization
Education on an Incident Management Resume
Make sure to make education a priority on your incident management resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your incident management experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Incident Management Resume
When listing skills on your incident management resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical incident management skills:
- Strong people and relationship-building skills and have ability to work effectively and collaborate with all levels of colleagues and partners
- Strong customer focus, Good analytical skills
- Strong customer service skills, including aptitude for working with personnel at all organizational levels/
- Moderate analytical, problem solving and decision making skills/experience are necessary
- Excellent network troubleshooting skills in the following
- Good IPT knowledge with a proven hands on experience troubleshooting and maintaning Cisco Call manager ( read/write access )
List of Typical Experience For an Incident Management Resume
1
Experience For Incident Management Specialist Resume
- Good IPT knowledge with a proven hands on experience troubleshooting Cisco Call manager ( read/write access )
- Effectively schedule, assign and prioritize tasks to ensure proper incidents handling
- Excellent communication skills, both orally and in writing in order to adequately communicate to an international level
- Professional experience in incident management, practices and skills or in IT operations in a financial institution
- Being resourceful, self-managed, customer focused and demonstrated ability to maintain a solid understanding of Tier 1, 2 and 3 products
- Lead and support major Incident Management reporting and demonstrate experience in coordinating input from multiple cross-functional teams
- Proven experience in managing incidents and major incidents across large, complex global organizations
- Effectively communicate shift status information to the next shift staff assuming responsibility
2
Experience For Manager, Incident Management Resume
- Have exceptional stakeholder management skills
- Excellent knowledge and experience (> 8 years) of using strategies and methods to apply in a project management context
- Very good experience in leading high impact, cross-functional projects with senior management attention
- Experience communicating with stakeholders using appropriate language suitable for the technical understanding of the audience
- Leads prioritization of problems, incidents, and service requests, leveraging their business understanding and technical comprehension of the issue
- Experience analyzing data and utilizing data analysis tools and techniques
- IT Service experience with knowledge or understanding of IT platforms, operating systems, infrastructure and technology environments would be advantageous
- Ensure product experiences behave according to our core values and expectations
3
Experience For Major Incident Management Resume
- Demonstrated working knowledge of ITIL v3
- Experience working in a service provider or technology support environment
- Manage the effectiveness of the application support teams while continually improving the quality of the production environment and systems
- Manage the effectiveness of the service request team while continually expanding the types of service requests in the service request catalog
- Experience of adhering to IT incident support processes / documentation
4
Experience For Senior Manager, Incident Management Resume
- Direct IT management experience, preferably with mix of onshore and offshore teams of 15+ resources
- Demonstrable experience with shift left methodology
- Technical experience in Incident Management
- Always care to build and maintain a strong talent foundation across the Infosys discipline
- Able to lead effective meetings, negotiate deliverables, and drive successful outcomes
5
Experience For Incident Management Expert Resume
- Solid understanding of networking protocols & troubleshooting
- Solid understanding of Incident Management, Problem Management, and Change Management
- Strong knowledge of data center infrastructure and operating systems
- Experience supporting Java/Web Services environments
- Ability and proven track record in managing resources (human, financial)
- Experience in Technology Operations and/or Incident Management
- Cloud technology support experience
- Leadership experience of small to medium teams in a production operations role
- Dispatching on-call engineers, facilitating communication and driving resolution to events via standard operating procedures
6
Experience For Manager, Critical Incident Management Resume
- Coordinating and driving technical incident resolution with operations, service engineering, and development teams
- Maintaining service level agreements, tracking escalations, and managing key performance indicators
- Monitoring IM performance measures, and oversees FEMA mandated National IM System (NIMS) training
- Defining and maturing incident management processes, best practices, and the function itself
- Providing professional technical support and troubleshooting for all critical and escalated incident
7
Experience For Incident Management Manager Resume
- Providing updates to the customer as needed to meet performance objectives and performing technical escalations in line with company policy
- Documenting all troubleshooting and case management actions via CRM tool
- Reporting of metrics of process status and progress to peers and executives
- Identifying process breakdowns that exacerbated or caused the impact
- Ensuring cases are allocated to the most appropriate next level/organisation as part of the incident referral process
- Opening a Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
8
Experience For Incident Management Lead Resume
- Conducting a thorough analysis and preparing a Customer Report for every Sev1 Major Incident after it is closed. And when requested for Sev2 incidents
- Planning and organization & working well with Virtual Team
- Coordinating with the respective SMEs for speedy resolution of the Major Incident
- Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process
- Lead the driving, defining, and executing the company’s innovation agenda
- Reactively follow incident response best practices, while proactively spearheading innovation for processes that are requiring constant incident responses
- Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution
- Keeps track of all outages (including Sev 3 and 4) during that shift
9
Experience For Manager, Global Incident Management Resume
- Serves as subject matter expert responsible for communicating with national and state agencies regarding Incident Management (IM)
- Leads day-to-day production management activities including the investigation and resolution of incidents, problems, and working assigned queues
- Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
- Monitor the progress of Incidents and Requests within other IT functions to ensure SLAs are being met and services are being restored
- Manage the efficient recording, tracking and escalation of Incidents and complaints
- Handle multiple projects and tasks at a fast moving pace
- Manage the performance of onshore staff while promoting a "one team" culture
10
Experience For Incident Management Group Resume
- Verify application results by conducting system audits of technologies implemented
- Lead in building consensus in cross-service design initiatives
- Ensures the appropriate communications are sent to senior management keeping them advised of the incident and business impact
- Participates in yearly audits and drives reporting to fulfill requirements
- Responsible for Incident Management process re-engineering
- Manages technology incidents impacting Citigroup businesses
List of Typical Skills For an Incident Management Resume
1
Skills For Incident Management Specialist Resume
- Expertise in Operations Management, Technical Support in Optical/ Microwave Domain. Effective troubleshooting and analytical skills
- Excellent diagnostic and network troubleshooting skills with ability of quick identification and resolution of issues
- Professional experience in incident management, practices and skills or in IT operations in a financial institution
- Preference given for responder on-scene command experience, tow industry experience, Safety Service patrol, or other related operational experience
- Possession of excellent oral and written communication skills for incident response documentation
2
Skills For Manager, Incident Management Resume
- Strong interpersonal & relationship skills, ability to develop others, and general leadership qualities
- Experience in incident management, practices and skills or in IT operations in a financial institution
- Strong interpersonal skills in order to work in a diverse, dynamic and fast paced environment
- Strong written communication and analytical skillsets
- Excellent communication skills, customer focused approach
- Troubleshooting skills on Layer 1 technology and equipment: CSU/DSU, TDM multiplexer, Digital Access Cross connect System (DACS), Sonet systems
- Troubleshooting skills on layer 2 access protocols Ethernet and DSL
3
Skills For Major Incident Management Resume
- Troubleshooting skills on layer 3 protocols (EIGRP, OSPF, EIGRP and BGP)
- Intermediate to advanced skills working with BI reporting tools
- Experience troubleshooting computer systems issues. Technical experience supporting Enterprise Infrastructure (Unix, Windows Server, Network, Database, Cloud)
- Total experience with increasing responsibility – 3 years management experience within an IT capacity
- Total experience with increasing responsibility – 5 years experience with Incident Management and Problem Management processes
- Total experience with increasing responsibility – 5 years management experience within an IT capacity
4
Skills For Senior Manager, Incident Management Resume
- Intermediate to advanced skills working with Excel, Word, Visio and PowerPoint
- Intermediate to advanced skills working with Remedy
- Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs
- Lead (command & control) technical teams to mitigate any Priority 1 or Priority 2 tickets in peril of breaching SLAs due to lack
- Prior experience working with vendors and contractors in a financial environment
5
Skills For Incident Management Expert Resume
- Clear documentation and communication skills
- Communicate effectively with customers and additional support personnel and drive issues to
- Skills in compiling, organizing, analyzing and interpreting data and information into report formats
- Skills in maintaining and updating databases files
- Skills in working with material of a technical and/or confidential nature
- Skills in dealing with the public
- Strong focus on details and experience in customer concern management
6
Skills For Manager, Critical Incident Management Resume
- Strong skill on Tx equipments
- Excellent leadership, management, analytical and organizational experience required
- Demonstrate effective stakeholder engagement across a globally-distributed organisation and hierarchy across different time-zones and geographical boundaries
- Client Specific Skills: Weblogic administration, SSL certificated administration, apache administration
- Database skills - SQL queries
7
Skills For Incident Management Manager Resume
- Working experience in high availability environment
- Experience building, configuring and/or troubleshooting servers
- Experience dealing with customers during issue resolution and operating under pressure
- Promote and make available a culture of learning and upskilling. Make training such as ITIL, Edge Leadership available for the team
- Experience with incident handling, vulnerability management and reporting, risk analysis, and readiness and strategic planning analysis
8
Skills For Incident Management Lead Resume
- Demonstrates a detailed understanding of full stack application architecture including RESTful API, Microservices, and automated deployments
- Experience of working and managing a 24 7 shift pattern
- Promote a standard incident management process including incident prioritization, investigation and diagnosis, timely resolution and ongoing communications
- Professional presence and experience working with senior and executive leadership
- Experience working in relevant industries such as law, IP protection, risk management, investigations, or another related field
- Experience in enterprise-wide computing IT support and processes capacity required
- Experience conducting investigations is highly desirable
- Strong working knowledge of tools such as HP Service Manager, REACT and collaboration tools such as Sharepoint
- Experience working in a Technical Call Center, NOC, or equivalent environment
9
Skills For Manager, Global Incident Management Resume
- Experience working in an organization that has implemented ITIL standards
- Demonstrates a broad understanding of numerous technologies/platforms
- Demonstrates an understanding of application architecture
- Demonstrates a detailed understanding of several technologies/platforms
- Serves as escalation path on long running, high priority issues
- Strong understanding of OSI model
10
Skills For Incident Management Group Resume
- Experience with industry standard monitoring tools
- Experience using Service Management Incident ticket system (examples: Remedy, Service Now, HPSM, etc.)
- Excellent understanding of Network environment, equipment, protocols etc
- Knowledge of and experience with supporting three-tiered applications
- 24 7 365 working experience ( includes extended Night shifts – Rotational)
- Experience managing small or large teams in an IT or operational environment
- Experience with performing host or network incident response and analysis
List of Typical Responsibilities For an Incident Management Resume
1
Responsibilities For Incident Management Specialist Resume
- Demonstrate excellent customer service skills through all levels of communication; and
- Extensive co-ordination skills: Preferable background as an Help Desk Agent or experienced in Project Management
- Excellent team skills with ability to listen and contribute to discussions
- Excellent verbal and written communication skills with ability to communicate to associates within all levels of the organization
- Triage problems effectively and prioritize workload
- Proven experience of infrastructure technologies (Intel/Unix, Servers, Middleware, Email and Messaging Services and Networking, etc)
- Experience in Information Technology; which includes at least 3 years’ experience in IT Incident Management
- Demonstrated ability to multitask and prioritize in a stressful environment
2
Responsibilities For Manager, Incident Management Resume
- Good decision making to ensure that incidents are properly prioritised and managed
- Experience Service Operations experience in a 24x7x365 support model
- Multitask effectively under pressure
- Responsible for assigning Priority 1 / Priority 2 Incidents
- Basic and Medium complexity fault-related cases diagnose and/or repair by effectively utilising software diagnostics and other network/product utility programs
3
Responsibilities For Major Incident Management Resume
- The ability to work effectively with colleagues as part of a team
- Effectively communicate details related to ongoing major incidents to all levels of the company, including the Senior Leadership team
- Experience in conducting investigations and utilizing various computer programs (e.g., Word, Excel, Database systems, etc.) is highly desirable
- Experience in Monitoring (tracking the health of infrastructure they manage)
- Dynamic experience of infrastructure technologies (Intel/Unix, Servers, Middleware, Email and Messaging Services and Networking, etc)
- Chnage Management- Ensure dual validation in place with engineer assignment, tracking on 4-eye policy
4
Responsibilities For Senior Manager, Incident Management Resume
- Experience of dealing directly with internal colleague’s at all levels within organization to resolve issues
- Experience managing teams in relevant service reliability or mission critical operations
- Experience leading a small team (5-10 staff) is preferable
- Experience owning a shift calendar
- Experience in analyzing complex, multi-faceted datasets for concise report preparation
5
Responsibilities For Incident Management Expert Resume
- Proven problem solving ability and capability to understand complex system interactions and architectures
- Practical experience managing labor budget
- Solid understanding of the workflows of the infrastructure they have worked in
- On average, we experience 30-35 P1 incidents per month (relating to system failures associated with IT infrastructure, applications, databases, etc.)
- Able to understand complex Customer infrastructure and good understanding of Services proposed by Equant
- Excellent understanding of Telecom Service providers Network and Services
- Experience in information technology with variety of technology exposure
- Experience with incident management
6
Responsibilities For Manager, Critical Incident Management Resume
- Experience with network analysis
- Experience in working is a service provider environment
- Strong analysis capability and ability to drive process improvement, based upon statistical analysis of incident data
- Operates using metrics and key performance indicators
- Experience with various DB technologies (MS SQL Server, MongoDB, GreenPlum)
- Experience with various OS (Windows, Linux)
- Define Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process
- Manage and prioritize the service request queues to ensure that the team is focused on the most critical items to improve customer satisfaction
- Experience managing a team in Operations
7
Responsibilities For Incident Management Manager Resume
- Create effective reporting for multiple audiences, delivered with appropriate level of detail, and at a predetermined schedule
- Incident Management Process Experience, preferably in a broad based global infrastructure enterprise environment
- Experience in distributed, mainframe, and network technologies
- Experience with Fiserv products and services
- Two (2) to Three (3) years of experience in an IT Service desk/Desktop Support environment
8
Responsibilities For Incident Management Lead Resume
- Experience in Information Technology
- Experience in Service Delivery in a large multi-location operation
- Good knowledge on the usage of BMC Remedy or ServiceNow ITSM tool
- Experience within a technology environment is required
- Experience/knowledge of ServiceNow service management platforms
- Advanced knowledge of computer software programs like Excel and Powerpoint and experience with data analytics
9
Responsibilities For Manager, Global Incident Management Resume
- Managing the day to day operation; performance against SLAs; developing a service culture balancing behaviours, process, and technology
- Attending Post Incident Reviews where required. Providing information to assist in obtaining Root Cause
- Monitoring of Severity 1 and Severity 2 tickets in incident ticketing systems to ensure all tickets are acted upon by various resolver teams
- Monitoring of and weekly reporting on capacity and performance of Prudential’s network
- Taking the lead to manage the day to day resolution of major incidents impacting BP
10
Responsibilities For Incident Management Group Resume
- Providing management of all high severity incidents (Severity 1 and 2) during normal business hours and out of hours where the contract dictates
- Setting up and driving the Technical & Management Bridge
- Summarizing data into meaningful executive level communications
- Troubleshooting of basic network issues and take appropriate actions towards resolution
- Working knowledge of Relational Database (MS SQL Server, Oracle), SSRS, HTML, XML, FTP, and Microsoft Office Suite
- Understanding of customer topology and potential work-around scenarios to
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