POSITION SUMMARY Core Responsibilities: Incident Management specific to networking The IM will manage all incidents (Sev-1/2/3) across the Managed WAN services to ensure they follow the approved ITIL process, client SOPs and are properly followed to meet the service SLAs. The IM will ensure upper management and client communications are robust and delivered in a timely fashion as per the SOP so there are no surprises. The IM will act as a central point of contact for incident to ensure there is no organizational confusion around resource coordination or priorities during the process of incident resolution. The IM will delegate individual incident responsibilities to his T-1 and T-2 staff as needed to ensure his other duties are taken care of. Incident Tracking (Metrics) The IM will create and deliver an approved weekly report on service incident metrics to upper management. These metrics will be used to guide the IM and management in measuring overall service performance for IM purposes and determining if changes need to made to staff of processes. The IM will ensure that any problematic trends identified by the metrics are escalated to management for awareness to be addressed before they create further problems. Incident Continuous Improvement The IM will use the incident metrics as well as daily conversations/feedback and general experience to identify areas of improvement. The IM will work with the Operations Manager and Service Owners to create systematic method for implementing continuous improvement into our IM practices based on initial findings. Performance Management All T-1 and T-2 techs for Managed WAN will report directly to the IM. The IM will oversee the standard employee performance management related responsibilities for these direct reports The IM will take time each day to work with these individuals for purposes of ongoing coaching, mentoring and general process performance improvement outside of the formal reviews. EDUCATION AND/OR EXPERIENCE REQUIREMENTS BS preferred, not required. ITIL Certification preferred, not required. 2-5 years working experience in IT operations in a management capacity. - provided by Dice networking, incident management, IT