IT Experience Security Network Storage Data Center Change Management Manager (Jo   Requirement id 15282 Job title Manager Job location in Norcross, GA Skills required IT Experience, LAN And WAN, ITIL Framework, Security Network Storage Data Center Cha Open Date 29-Aug-2013 Close Date Job type Contract to Hire Duration 6 Months Compensation DOE Status requirement --- Job interview type Phone Screening Apply    Email Recruiter: coolsoft Job Description Manager: IT Experience, LAN And WAN, ITIL Framework, Security Network Storage Data Center Cha ** Only W2 Employee - No Subcontracting ** Can submit only Green Card and Citizens ** Can submit at higher rate *** Over Time is paid at 1.420 times OT - Extra Hours on Weekdays and Saturdays *** Double Time is paid at 2.0 times DT - Hours worked on Sundays The Incident Manager will implement and deliver best practice incident management processes to include incident identification, ownership, escalation, and resolution. This position will work with technical and non-technical staff managing incident resolution and utilizing best practices, ensure that clients, Fiserv solutions leaders, and affected parties receive timely communication and long term solutions to the incidents. Computer Operations Manager are also responsible for establishing Standards and Procedures that maximize operations responses to encountered incidents and minimize service availability interruptions. Direct Responsibilities Delivering standard incident management process; Resolving incidents within established BPA and service times; Investigating and coordinating incident resolution for all escalated incidents; Identify correct component teams and engage them for resolution; Overseeing all Severity 1, Severity 2 tickets through to resolution including Severity 3 incidents as warranted; Overseeing Emergency changes as related to a current service interruption; Preparing Post Incident Review documents and attend Problem Management review meetings to ensure determination of Root Cause; Accurate, appropriate and timely communication to internal and external stakeholders; Providing after hours/on-call Situation Management support. This is a 24-hour, 7-day a week requirement assigned on a rotational basis. Escalating or prioritizing service requests which needs urgent attention; Remaining engaged through to resolution and ensuring senior leadership is aware of activities being carried out. Accountabilities/Deliverables The Incident Manager performs within the Incident Management process. Incident Management is defined as the Business Processes used to restore services as quickly as possible when an event occurs that “affects standard delivery of service”. This involves the management and escalation of Critical/ High Severity Incidents up to and including service restoration to avoid any business impact. Specifics on Incident Management Include Coordinate and manage technical teams during service restoration; Liaise with external service providers to facilitate prompt resolution; Ensure timely resolution of incidents is the first priority to reduce their impact on business; Escalate incident tickets as required; Provide timely feedback to senior management regarding issues affecting quality of service to clients; Review and report on all open tickets; Communicate with Business Units and second-level support to ensure prompt incident resolution; Facilitate teleconference forums; and Deliver Quality of Service by adhering to Fiservs methodologies and standards Key Outcomes: Successful service restoration; Mean Time To Restore within contracted Service Levels; Reduction in Severity 1 and Severity 2 incidents; Successful communication to management and Business Units; Increased availability for customers; Eliminating risks and ensuring a stable environment; and Meeting/exceeding all contractual obligations (ex BPA/OLAs). Specific and actionable details captured during the restoration of events Competency: A high level of experience in managing situations and stakeholders; Proven thought and intellectual leadership skills Capacity to provide strong leadership under duress in combination with the ability to make concise decisions that have br   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 15282 while calling.   Other jobs in GA: Alpharetta (12), Atlanta (37), Conyers (2), Downtown Atlanta (1), Dublin (1), Duluth (5), Dunwoody (4), Lawrenceville (2), Norcross (4),    IT Experience job openings in other states Jobs List NCDOT - Service Support Analyst - Expert Normal (780316) Create date: 20-Nov-2025 Start date : 12/01/2025 End Date : 11/30/2026 Submission deadline : 11/28/2025 Client Info : NCDOT Note: * Agency Interview Type : Either Webcam Interview or In Person * This is a remote position. 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