IT Incident Manager

Job#: 2029924

Job Description:

Position: IT Incident Manager
Length: 6-month contract to hire 
Location: Richmond, VA (Remote/Hybrid- onsite 3 days)

Team Overview:

IT Operations is responsible for the day-to-day global infrastructure operations as well as the Service Management team to include the ServiceNow platform.
Duties and Responsibilities:
  • Look for Major Incident Management efficiencies, and propose, develop, and deliver process improvements for incident management workflows.
  • Management of High Priority Major Incidents within sophisticated environments; engaging, focusing, and driving internal and external resolver teams to efficiently restore service and communicating during Major Incidents to team members across the company.
  • Lead post Incident reviews to establish actions to prevent future incidents and produce comprehensive incident reports to senior leadership.
  • Support and participate in Disaster Recovery tests for critical services.
  • Review impact and risk analysis to ensure the risks/impacts to customers and services are thoroughly understood and appropriate actions have been taken.
  • Lead all aspects of a portfolio of problem records, assisting the Problem Manager.
  • Responsible for assembling the relevant partners, establishing the root cause, and ensuring senior IT leadership is advised of progress and recommendations for closure.
  • Proactively monitors and reviews Incident tickets to identify patterns and in partnership with the Service Owner build problem records to be researched.
  • Provides training and mentorship on all ITIL and ITSM processes used within Markel.
  • Performs detailed analysis of process compliance across all of IT and works to continually improve the maturity and adoption.

Skills, knowledge and experience:
  • Must participate in a call rotation providing out of hours support in evenings, weekends and holiday periods. This is a 24/7 environment so there will be an on-call rotation every 5-6 weeks- Will have a schedule so you can plan accordingly.  
  • Extensive and proven experience in Major Incident Management, with a solid understanding of process across multi-platform technologies.
  • Strong crisis leadership skills and ability to remain calm in challenging situations involving incidents and manage teams and vendors to provide solutions.
  • Good interpersonal and collaboration skills with the ability to develop, maintain and foster constructive relationships with others.
  • Ability to influence and lead technical conversations with various support groups.
  • Strong analytical skills with a demonstrated ability to collect, analyze and act on ticket data.
  • Prior experience using ServiceNow ITSM tool preferred.
  • ITIL v3 or v4 Foundations certifications would be beneficial but not required.

















EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Employee Type:

Glen Allen, VA, US

Job Type:

Date Posted:
May 20, 2024