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IT Incident Manager

REMOTE US- 8061, 5445 Triangle Pkwy, NORCROSS, Georgia, United States of America Req #1371
Friday, October 16, 2020

Core Responsibilities

  • Ensure the established Incident policies and procedures are performed as documented and monitor and report on any noncompliance issues as well as successes.

  • Act as the escalation point for qualifying high impact incidents,

  • Facilitate Incident Calls to restore failed IT Service(s) as quickly as possible, using defined escalation paths

  • Ensure thorough documentation of events, including timelines and documenting outcomes.

  • Accurately auditing Incidents classifications for categorization, prioritization, and related configurations.

  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

  • Timely and Accurate handling of Incident status reporting to affected parties leveraging all communications technologies as needed

  • Verify resolution with customer and resolve Incidents in ITSM tool

  • Identify, initiate, schedule and conduct incident reviews to identify potential problems and/or increasing trend of repetitive Incidents

  • Initiate and manage Problem records through the Problem Management lifecycle

  • Create Knowledge Article documentation with repeatable procedures

  • Support the goals of Incident Service Levels.

  • Responsible for the effective implementation of the processes "Incident Management" and “Problem Management” and carries out the respective reporting procedure(s).

  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

  • Qualifications (List minimum work experience, educational background, professional licenses, certifications and skills required to perform the job):

Education:

  • Associate's degree (A. A.) or equivalent from two-year college or technical school and five or more years related experience and/or training; or equivalent combination of education and experience.

  • ITIL Certification preferred

Experience:

Five (5) years’ experience as aTier1/Tier2 Support team leader and/or Incident Analyst combined, or Two (2) years’ experience as an IT Incident Coordinator or IT Incident Manager role.

 

Job Summary:

Some positions may require sufficient strength and coordination for lifting and carrying the weight of computer equipment.  May require bending, stooping and/or crawling in order to install or repair computer equipment.  May require rotational and shift assignment and may also be required to travel to and work at an alternate location, which may be out of state. Position requires work schedules of days or nights to support a 24/7/365 work environment. Individual must be flexible to work as needed, in addition to holidays and weekends.

 

Proficiency in:

  • ITIL Fundamentals

  • General understanding of data processing methods

  • General understanding of Windows, UNIX and LINUX servers

  • General understanding of database concepts

  • General understanding of enterprise IT monitoring tools (Solarwinds, Netcool, AppDynamics, Splunk, etc.)

  • Interpret and create Procedural documentation

  • Expert level of Microsoft Office (Word, Excel, PowerPoint)

  • Personal computer applications

  • Database and spreadsheet concepts

 Ability to:

  • Prioritize competing requests for service

  • Ability to articulate technical information & conditions using non-technical terms

  • Establish and maintain effective working relationships

  • Facilitate conference calls with multiple individuals in a wide range of rolls

  • Apply new technologies and system changes

  • Analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards;

  • Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations

  • Exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against measurable criteria

  • Keep up-to-date technically and apply new knowledge where appropriate

Additional Skills:

  • Must be dependable and accountable for own actions

  • Possess ability to act upon oral and/or written instruction provided; ability to troubleshoot quickly and accurately; effectively use time management skills

  • Must demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance and monitor own work to ensure quality

  • Must be a team player with ability to establish and maintain effective working relationships with team members, clients and vendors; able to adapt to changes in the work environment, i.e., managing competing demands, delays or unexpected events

 

Thank you for applying and for your interest in FLEETCOR. If your profile corresponds to our requirements, a member of our Talent Acquisition Team will contact you soon.

Equal Opportunity/Affirmative Action Employer

If you need a reasonable accommodation for any part of the employment process, please contact your local Human Resources Business Partner and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to.


For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

Other details

  • Job Family Managers
  • Pay Type Salary
  • REMOTE US- 8061, 5445 Triangle Pkwy, NORCROSS, Georgia, United States of America