Incident Manager - Incident Management

At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future. 

We are looking for a dynamic incident manager to join our IT department. In this role, you'll be in charge of leading the incident management process to resolution and restoring our company's provided IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols and ultimately help reduce overall Quality Escapes. To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Incident Manager Responsibilities

• Overseeing the incident management process and team members involved in resolving the incidents working towards continuous improvement (reducing MTTR, Quality Escapes, etc..).
• Responding to a reported service incident, initiating the incident management process, restoring service, and identifying the root cause.
• Prioritizing incidents according to their urgency and influence on the business.
• Managing and producing documents that outline incident protocols such as how to expeditiously handle cybersecurity threats or how to correct server failures, and specific failures in application and/or business processes.
• Collaborating with the incident management and application teams to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks

Incident Manager Requirements

• Bachelor's degree in information technology, engineering, or a related field.
• At least three year's experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL.
• Experience working with IT systems and software such as ServiceNOW, Logic Monitor, etc...
• Solid knowledge of programming languages, such as SQL, Java, C++, and Scala.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.