Incident/Problem Manager

Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking an Incident/Problem Manager for an onsite/permanent opportunity. This position will be responsible for overseeing the identification, analysis, and resolution of all IT incidents, major incidents, and problems that affect the company.

• ITIL certification is
  REQUIRED.
• Bachelor’s degree on computer science, information technology, or related field.

• Minimum 10 years of experience in incident, problem, and major incident management; at least five (5) of those years in a leadership position.
• Previous experience working in a complex IT environment with various systems and technologies.
• Capable of obtaining/maintaining any certification or license, as required by law or policy.
• Proven history reflecting the management of processes and procedures improved upon to ensure correct guidelines are being followed with a team of incident, problem, and major incident management professionals.
• Strong understanding of ITIL incident, problem, and major incident management processes and procedures.
• Well-versed with ITSM tools/technologies including incident management dashboards.
• Effective verbal and written communication skills; position involves leading and organizing the efforts of multiple teams and stakeholders during a high-pressure incident.
• Creative problem-solving skills including experience with Kepner Tregoe and 5 Whys.

• MUST have a flexible schedule; work flexible on-call hours including evenings and weekends, as required.
• Deliver above-average customer focus; proficiently understand and convey the impact of a major incident to the business and its customers.