eXcell
Incident Assignment Manager
At a glance
Location: US-FL-Miami Map
Posted: 04/14/2021
Closing: 05/13/2021
Degree: Not Specified
Type: Contractor
Experience: At least 3 year(s)
eXcell
Job description
As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the eXcell team.
 
— Incident Assignment Group Manager — Miami, FL —
 
Overview: Accountable for the efficiency and effectiveness of the Service Delivery over the lifecycle of the Incident for its division. We’re looking for candidates in South Florida to work remotely but be able to go to the office in Miami from time to time. 

Responsibilities:
  • Point of contact for Negative Assessments
  • Align customer expectations with the SLAs
  • Responsible for communicating with the Incident Process Owner
  • Establish continuous process improvement cycles where service delivery performance and technologies are reviewed and enhanced where applicable
  • Identify, initiate, schedule, and conduct incident reviews
  • Ensure the closure of all resolved and end user confirmed Incident records
  • Provide guidance to the Incident Tier I analysts
Qualifications:
  • 3+ years of related work experience 
  • Strong knowledge of ITSM ServiceNow
  • Ability to manage Tier 1 Incident Analysts and report to an Incident Process Owner
  • Must work a flexible time schedule (incidents could happen any time of the day)
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.
 
Job requirements
 
Incident Assignment Manager