Incident Manager Resume Sample
Kaelyn Grimes
5524 Naomie Track,
Philadelphia,
PA
+1 (555) 924 7277
Work Experience
Incident Manager
05/2017
-
PRESENT
Detroit, MI
- Reports to Manager or Sr. Manager
- Experience troubleshooting Cisco Router and Switch hardware platforms such as Nexus 5/7K, Check Point and Palo Alto Firewalls, Blue Coat Proxy, InfoBlox DNS, Aruba Wireless, F5 Load-Balancers
- Experience with packet capture and analysis products such as Wireshark or Netscout
- Experience in utilizing industry standard network management tools such as Riverbed, Openview HPNA, and NNM
- Lead technical discussions with industry experts, engineers, and vendors
- Aptitude to assemble and clearly present technical information to non-technical people
- Ensure that the Rogers Brand is embraced within Vendor’s environment
- Analyzing incident trends and recommending corrective actions, as necessary
Major Incident Manager
07/2011
-
02/2017
Houston, TX
- Engaging and coordinating technical resources across IT support teams
- Ensuring that the incident management process is followed
- Performing notifications and escalations within prescribed service level agreements (SLAs)
- Ensuring incident reports include adequate notes for later review and analysis
- Ensuring follow-up change tickets are submitted and scheduled as appropriate
- Providing input to problem management teams during root cause investigations
- Manage incidents to resolution including escalations where appropriate. Daily incident analysis reports for outstanding incidents. Provide root cause analysis documentation to internal teams. 70%
- Review root cause analysis documentation with Product owners 10%
IT Incident Manager
02/2009
-
02/2011
Philadelphia, PA
- Document and adjust the Incident Management processes including training appropriate personnel 10%
- Participate in new Product releases.- Integrate support with Production processes 10%
- Monitoring, detecting, communicating and handling all operations related service disruptions)
- Analyze and act upon data to make informed decisions and identify potential problems and risks
- Ensure timely declaration and escalation of unplanned/planned service disruptions, including the associated data collection, reporting, and tracking of follow-ups
- Establish time lines for technology operations and development teams to ensure incidents are accurate for measurement of Meantime to Detect, Escalation, and Resolution
- Proactively communicate with stakeholders on potential customer impacting issues (i.e. network issues, site performance, service disruptions, planned maintenance, equipment failures, etc.)
- X7 On-call Operations Support with a willingness to cover shifts gaps if necessary
Education
Southern Virginia University
2004 - 2009
Bachelor's Degree in Computer Science
Professional Skills
- Excellent oral and written communication skills, team player, good listening skills
- Strong organization, communication (written and verbal) and computer skills (solid skills with MS Project, Excel, PowerPoint, and Word)
- Strong team building skills and the ability to work effectively with colleagues and subordinates
- Proactive, with excellent decision making skills and ability to identify, prioritize, and articulate the highest impact tasks
- Advanced skills and knowledge for smooth functioning of NOC operations like ITIL, Leadership skills etc..
- Strong communications skills able to operate at all levels of the organisation including external customers and partners
- Strong people management skills with the ability to mentor and upskill direct reports and key stakeholders
How to write Incident Manager Resume
Incident Manager role is responsible for technical, customer, analytical, english, interpersonal, business, organization, leadership, organizational, analysis.
To write great resume for incident manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Incident Manager Resume
The section contact information is important in your incident manager 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 Manager Resume
The section work experience is an essential part of your incident manager 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 manager 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 manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Incident Manager resume experience can include:
- Very good English communication skills (written and oral), with experience interacting with all levels of management both technical and business
- Strong leadership and management skills with a strong commitment to continuous service improvement
- Excellent time management, organisation and prioritisation skills – with ability to work on multiple tasks at any one time
- Effective at managing multiple issues with conflicting priorities under tight deadlines. Functions well in a dynamic environment with changing priorities
- Strong interpersonal skills, including collaboration and analytical thinking with focus around service restoration
- Negotiation skills for de-conflicting issues, priorities with different support groups, overcoming obstacles
Education on an Incident Manager Resume
Make sure to make education a priority on your incident manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your incident manager 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 Manager Resume
When listing skills on your incident manager 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 manager skills:
- Excellent communication skills with the ability to communicate clearly and effectively via writing and speaking
- Excellent oral communication skills with the ability to communicate effectively across technical and business staff
- Excellent communication skills: Ability to effectively interact with people at all levels worldwide
- Very good oral and written skills in English (business fluent); additional language skills advantageous
- Excellent influencing and persuasion skills with an inherent ability to demonstrate and sell the benefits of effective incident management
- Effective communication including strong negotiating and influencing skills
List of Typical Experience For an Incident Manager Resume
1
Experience For Major Incident Manager Resume
- Strong facilitation skills and organizational skills
- Demonstrate strong interpersonal skills to interact and motive others
- Exceptional skills in communication are required with a goal of communicating effectively to technical and non-technical audiences
- Total experience with 3 to 4 year’s experience in primary skills
- Good written skills for documenting notification to executives and Partners, creating clear, concise incident timelines, and writing procedural documentation
- Meticulous and have very good report writing skills
- Professional experience in: IT-infrastructure planning, installation and operation, software development – at least 3 years proven experience
- Excellent communications skills, including the ability to write concise analysis summaries and
- Strong Problem-solving skills with an emphasis on resolution of complex technical problems
2
Experience For Senior Incident Manager Resume
- Strong subject matter leadership skills
- Strong analytical, organizational, and problem-solving skills with a passion for root cause analysis and process improvement
- Good supplier management skills
- Excellent critical thinking and problem solving skills in a service environment supporting multiple applications
- Works in a professional manner. Is able to prioritise and manage workload effectively
- Demonstrate strong knowledge and experience with Agile Methodology
- Excellent Project management and risk management skills
- Strong incident management skills, the ability to manage multiple complex technology incidents across many stakeholders
3
Experience For IT Incident Manager Resume
- Strong organization skills and the ability to handle many tasks and projects simultaneously in a
- Strong engagement, communication, and presentation skills
- Good knowledge of ticketing systems (Prioritization, timeline documentation, closure information, reports and dashboards, etc)
- Good experience of working within a multi-vendor environment and complex infrastructure
- Problem-solving skills with an emphasis on resolution of complex technical incidents
- Effective multitasking to manage simultaneous priorities
4
Experience For Critical Incident Manager Resume
- Prior experience in a data center and use of a ticketing system (preferably Service Manager)
- A basic knowledge of IT hosting environments; general PC hardware/software maintenance skills
- Proven experience in handling the Bridge calls
- Extensive business and/or systems analysis skills that support documentation and communication efforts
- Strong operational and services experience in a cloud services delivery environment
- Coordination skills, result focused, used to engagement of manager and director levels
5
Experience For Senior Major Incident Manager Resume
- Able to work effectively at all levels of the organisation
- Good previous experience within the Area and related functions
- Build and maintain a high level of Team wide skills and knowledge readiness to deliver outstanding service at any time
- Proven experience driving down MTTR and MTBF through Incident and Problem Management
- Demonstrated experience with large scale SaaS systems
- Related technical experience. 2 - 3 years of experience in the ITIL driven IT management environment, preferably on the Incident Manager position
- Proven experience in managing difficult, complex and ambiguous situations in a team setting or individually
- Effectively manage and perform well in high stress situations
6
Experience For L Senior Incident Manager Resume
- Ensure all incidents are formally handed over at the end of each shift to ensure the Incident Management process continues effectively
- Skills and Tasks. Researches and evaluates new concepts and processes to improve performance
- Proven experience in supporting mission critical platforms
- Able to work effectively at all levels of the organization within a pressured environment
- Advanced/Proficient written and verbal English language communication skills
- Deep analytical skills, process adherence
7
Experience For IT Central Incident Manager Resume
- ITIL Certified with strong experience around Incident, Problem, Change, and configuration management
- Demonstrates good timekeeping and time management, particularly when undertaking multiple or varied tasks. Performs responsibilities without prompting
- Strong technical experience to include Unified Communications
- Work alongside the Service Desk to respond to incidents quickly and effectively
- Extraordinary organizational and follow up skills
- Effectively communicates status of major incidents to the appropriate stakeholders
8
Experience For Change, Problem & Incident Manager Resume
- Service Management Fundamentals: Demonstrated experience with knowledge of complimentary processes: Configuration Management, Release and Deployment Management
- Proven analytical talent in evaluating symptoms and prioritizing appropriate troubleshooting activities in emergencies
- Strong technical experience to include [Unified communications,CUCM,CUC,IM&P,CUBE and UCCE]
- Exceptional written communication skills with the ability to write ad-hoc and formal reports
- PMP and Six Sigma DMAIC process improvement skills
- Experience in an IT function, of which 3 years of experience has been in a second line support role or leadership role
- Effectively lead cross-functional IT staff to resolve system issues under tight deadlines and time pressures
- Proficiency in incident management. Restoration of service as well as problem management, root cause analysis skills
9
Experience For New Incident Manager Resume
- Proven technical expertise and extensive customer service/support experience
- Strong operational experience in the Incident Management process
- Excellent Knowledge and experience in IT Security and Network domains
- 5 – 8 years’ work experience, 5 years specific experience within a related environment
- Demonstrate a very deep ServiceNow skill set that is balanced between interpersonal and technical capabilities
- Proven major incident management experience
10
Experience For JOC Senior Incident Manager Resume
- High Capability of analytical skills
- Six years technical operations experience required, two years Management or Senior level experience required
- Analytical skills – ability to identify pattern and trends within data, and extrapolate actions
- Escalating or prioritizing service requests which needs urgent attention
- Working knowledge of Unix OS (preferably Solaris) and Microsoft OS troubleshooting experience
- Monitoring the effectiveness of the incident management process and making recommendation for improvement
List of Typical Skills For an Incident Manager Resume
1
Skills For Major Incident Manager Resume
- Excellent communication skills, analytical ability, strong judgment and leadership skills, and the ability to work effectively with stakeholders and management
- Improve self-skills working with peers to build internal capabilities to effectively improvise functions & services
- Demonstrated leadership and management skills and a passion for providing excellent customer service
- Strong Influence and excellent communication egotiation skills
- Good prioritization, categorization, investigation, and resolution skills
2
Skills For Senior Incident Manager Resume
- Good organizational skills. The position requires that the Incident Manager is able to prioritize his/her workload and manage customer commitments
- Strong customer orientation, excellent collaboration, and conflict management skills
- Experience of demonstrated leadership and cross-functional team management skills
- Possess strong organizational, planning and interpersonal skills to lead and motivate a team performing multiple assignments in a rapidly changing environment
- Strong planning, organizational and multi-tasking skills
- Excellent language skills in Swedish and English in both writing and speaking
3
Skills For IT Incident Manager Resume
- Strong understanding and demonstrated experience applying a risk-based approach to IT issues and assessments
- Excellent analytical skills and ability to ask probing questions and drive logical problem solving
- Effective verbal and written communication skills for the purpose of providing and explaining project information and status to management, staff, and vendors
- Good listening and spoken communication skills in English
- Strong analytical, organizational, and problem-solving skills with an emphasis on resolution of complex technical problems
- Demonstrate business value that processes provide and influence the service teams to effectively adopt and follow processes on an ongoing basis
- Meticulous and very good report writing skills
- Good Microsoft Word, Excel and PowerPoint skills
- Able to demonstrate a proven track record in the effective delivery of Incident Management
4
Skills For Critical Incident Manager Resume
- Demonstrated ability to effectively lead and manage a team of IT professionals and specialists
- Demonstrates the ability to adapt quickly and effectively
- Excellent written communication skills and ability to compose notifications with concise business and technical details within a short period of time
- Solid experience to date in a similar function and have a solid understanding of ICT processes, ITIL awareness and accreditation
- Strong interpersonal skills; ability to work on cross-functional teams and foster the teams commitment to the tasks
5
Skills For Senior Major Incident Manager Resume
- Strong presentation skills, with the ability to interact with various levels of management
- Strong computer skills in Microsoft Office Suite to include Word, Excel and PowerPoint
- Strong technical skills (Unified Collaboration)
- Demonstrated customer-engagement and problem-solving skills
- Demonstrated written and oral communication skills, with special focus on customer/client level interaction
- Detail oriented with excellent analytical, technical, problem-solving, and organizational skills
6
Skills For L Senior Incident Manager Resume
- Proactive self-starter able to use and work on own initiative and good time management skills
- Excellent verbal, written and technical communication skills to interact with individuals from various levels and departments, locally and abroad
- Good linux skills at command line level
- Customer interface experience at the executive level. Her storage and server skills are front end specific
- Demonstrated collaboration skills and attention to detail
- Strong verbal and written communication skills while working under pressure
- Excellent communication skills are required due to the need to transmit information in an accurate and timely fashion
7
Skills For IT Central Incident Manager Resume
- Strong team cooperation skills
- Excellent analytical skills and understanding of processes, technology, and operational concepts
- Strong negotiation skills and client focus
- Good organizational skills; ability to motivate people across the organization to provide solutions
- Outstanding communication skills in order to keep all levels of the organisation up-to-date with incident status and metrics
- Delivering exceptional customer experience through effective collaboration with all internal/external departments, divisions and customers
- Prior experience of designing, implementing, managing and improving incident management processes in a complex environment
8
Skills For Change, Problem & Incident Manager Resume
- Can demonstrate participation in cross-team working and knowledge sharing as well as maintaining strong relationships with other teams
- Effectively document in a timely manner any ongoing issues whilst ensuring critical facts are articulated properly
- Thorough understanding of Incident, Problem, Event, and Alarm processes with proven experience supporting this process within a large scale organization
- Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities
- Proven experience dealing with escalated, customer-facing issues
- Proven experience in continuous improvement, including the identification, initiation and driving of improvement initiatives
- Advanced communication skills including the ability to communicate with people of wide ranging business focus and levels of responsibility
9
Skills For New Incident Manager Resume
- Demonstrated experience in leading technical teams in problem resolution within a large, complex computing environment
- Problem Solving: Sound problem identification, judgment, resolution and decision-making skills
- Decision making and initiating action skills
- Deliver excellent service to a major and demanding client, ensuring excellent communications
- Strong problem solving experience across various IT disciplines (i.e. Network, Email, Desktop, Video, Hosting, Cloud)
- Prioritize multiple high priority issues at any given time without sacrificing SLA commitments
- Uses communication and influencing skills to ensure that the expectations of our stakeholders are met on a consistent basis
10
Skills For JOC Senior Incident Manager Resume
- Coordination and communication skills in order to work with other technology and business partners during high stress situations
- Demonstrated experience leading active incident resolution efforts as well as root cause analysis
- Experience in helpdesk, Incident Management, Major Incident Management, experience in dealing with High level stakeholders, 3rd Party Vendors
- Proven experience in managing incidents and major incidents across large, complex global organisations
- Experience as a process practitioner or process manager for 3 to 5 years working experience in various areas of operational IT services
- Proven experience managing IT Incidents
List of Typical Responsibilities For an Incident Manager Resume
1
Responsibilities For Major Incident Manager Resume
- The ability to detect and resolve incidents which results in higher availability of the service. This means that the business is able to exploit the functionality of the service as designed
- The ability to align IT activity to real-time business priorities. This is because Incident Management includes the capability to identify business priorities and dynamically allocate resources as necessary
- The ability to identify potential improvements to services, post incident when a post review is held on what was done well, not so well, identification and implementation of improvements to process and procedures
- Grow their technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry-recognized Service Management disciplines
- Strong troubleshooting and problem-solving skills, experience in root cause analysis; an ability to learn and quickly comprehend new concepts and technologies
- Demonstrate good communication skills (both verbally and written)
- Possess Leadership qualities, Good interpersonal and Communications skills
- Strong problem solving, analytical, and time management skills
- Good communication skills in Dutch/French and English (both verbally and written)
2
Responsibilities For Senior Incident Manager Resume
- Presenting weekly and monthly Incident Management data to Leadership team, concisely and effectively
- Fluent language skills in both spoken / written English including explaining technical concepts in non-technical business/executive facing language
- Communication flow is effectively managed allowing Ericsson and the customer to make informed business decisions
- Communicate with all levels of management regarding Priority 0 and Priority 1 incidents
- Manage and drive resolver groups to the quick resolution of incidents. Drive group chats and bridge calls effectively to resolve incidents
- Communicate effectively with different level of Management is essential
- Proven experience in driving down MTTR and MTBF through Incident and Problem Management
- Good experience as an Incident Manager
- Solid knowledge of networks, contact centers, PBXs, voice mail technologies, with practical experience in support in these areas is required
3
Responsibilities For IT Incident Manager Resume
- Relevant technical support experience (i.e. service desk), customer service experience
- Enterprise IT experience and a good working knowledge of the broad suite of IT technologies and technical environments
- Experience with packet capture products or 2 years of experience with network analysis products
- Experience with packet capture products or 4 years of experience with network analysis products
- Proven technical experience in an Enterprise environment
- Ensure strong, clear and effective communication across all release stakeholders
- Ensuring that effective communication is maintained with the Executives, Business Leadership during a major incident
- Looking to upskill themselves in the technologies used on the account by working with peers and self-study
- Working experience or general knowledge of the ITIL framework
4
Responsibilities For Critical Incident Manager Resume
- Validating application's issues, assessing and agreeing Business Impact
- Having a strong character, can do attitude and possessing a quality driven and customer focused mindset
- Monitoring the effectiveness of incident management process and making recommendations for improvement
- Liaising with the Account Team as focal point for all high priority & major incidents reported
- Driving timely resolution of escalated incidents for the OB priority and sensitive customers
5
Responsibilities For Senior Major Incident Manager Resume
- Prioritizing tasks appropriately and meet all defined deadlines
- Experience with integrated work streams, supporting computing environments, or retail banking
- Experience leveraging event management and monitoring solutions for resolving issues
- Knowledge & experience with infrastructure & technologies (i.e. Networking, Server, Voice) sufficient for driving troubleshooting and remediation
- Experience with performing and coordinating RCA and trend analysis, using established data techniques
- Proven mentor and motivator with a clear understanding of the support requirements, customer base and challenges facing a fast-growing company
- Previous experience in an enterprise, IT or service provider environment supporting Network and Hosting technologies
- Project management certification or demonstrated experiencing leading small-mid sized projects
6
Responsibilities For L Senior Incident Manager Resume
- Experience of using a Service Management call logging tool
- Experience managing technical teams in an operational support, design engineering and project implementation capacity
- 2 – 3 years Coding, testing and applications development experience
- 2) Experience with scripting commands (Bash or PERL) and monitoring tools (splunk or nagios)
- Experience working to strict SLAs and call logging
- Experience leading and running a technical team
- Working experience with applications in a production support environment using above technologies,
- Experience in supporting managed service solutions using off shore support teams
7
Responsibilities For IT Central Incident Manager Resume
- At least three (3) years experience in IT Operations and/or IT Project Management including coordinating an Incident Management Process
- A strong understanding of the physical threat landscape impacting against Barclays Plc
- A strong understanding of the cyber threat landscape impacting against Barclays Plc
- A good technical understanding of the cyber and physical threat landscape impacting against Barclays Plc
- The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting
- Good understanding of Attack Monitoring technologies and capabilities
- Experience of using ServiceNow for major incident management, query formulation and reporting
- Experience of delivering Technical Services using outsource partners
8
Responsibilities For Change, Problem & Incident Manager Resume
- Experience leading and managing transitions
- Positive, good initiative, cheerful, enthusiastic personality, mixing well with people & getting their cooperation
- Strong technical understanding of SaaS based hosting environments or a background within a 24x7 Operations Centre or NOC environment
- Experience and aptitude for mentoring and training other staff members
- Experience of operating during a crisis and major incidents
- Experience for writing reports and presenting to Microsoft executive level audiences
- Experience and understanding of technology monitoring tools
9
Responsibilities For New Incident Manager Resume
- Experience leading teams to support meeting a contractual service level agreement
- Experience in Quality Assurance Testing
- Provide reporting analysis for MCO’s and Priority 1 single client issues
- Ensures effective functioning of the Incident Management processes across all support areas
- Good understanding of technologies IP, Web Ecommerce, Infrastructure and web applications
- Experience directly managing application or infrastructure services
10
Responsibilities For JOC Senior Incident Manager Resume
- A good understanding of complex infrastructure (servers, network, firewalls, applications)
- A good understanding of Microsoft Product (Exchange, SharePoint, Skype, Active Directory)
- Demonstrated ability to maintain focus and leadership of Teams during high stress situations
- Proven Track record of successfully managing cross functional Teams to tight timelines
- Experience in the network communications field troubleshooting LAN / WAN, Carrier, Wireless and Security infrastructures
- Working experience in service provider domain
- Strong understanding of IT operation processes and standards
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