Incident Manager

Job Description

ITIL Incident Manager is responsible for managing the ITSM processes in accordance to ACI Service

Management Model based on ITIL best practices. Practitioner in the area focused on core IT Service

Management/ITIL functions including but not limited to areas such as incident management

configuration management and service level management. Ensures that standardized methods and

procedures (ITIL v3) are used for efficient and prompt handling of all incidents in order to minimize the

impact of incidents upon service quality and consequently identifies opportunities to improve the day-today operations of the organization.

Job Responsibilities:• Executes the Incident Management process tasks in adherence with global and local requirements.• In the event of an outage, incident or emergency, ensures all Incident Management Processes are

adhered to.• Provides guidance to team members to initiate and escalate any issues to the Manager of Change,

Incident and Problem Management.• Coordinates and manages the Incident Management process activities across the global

organization.• Analyzes incidents to identify service restoration actions to be taken for customers.• Assists with classification and prioritization of incidents as well as identifying the impact.• Monitors incident details, including the configuration items affected.• Incident investigation and diagnosis (including resolution where applicable).• Detection of possible problems and the assignment to the Problem Management team.• Resolution and recovery of assigned incidents.• Participation in audit activities related to the Incident Management process.• Monitors the status and progress towards resolution of assigned incidents.• Escalates the process as necessary per established escalation policies.• Escalates risks and issues to the Manager of Change, Incident and Problem Management.• Responsible for Incident Management reporting.• Leads the Incident Management Global and Regional Process Owners in driving Service

management best-practice and ITIL process standardization.• Leads the Incident Management Global and Regional Process Owners in ensuring consistent end-to-end application of the Incident Management process across their account(s).• Assists the Incident Management Global and Regional Process Owner in identifying and planning for

Incident Management process improvement projects.• Drives implementation of standard execution of the Incident Management process.• Assists the Incident Management Global and Regional Process Owners in driving cross-account

process standardization.• Assists the Incident Management Global and Regional Process Owners in standardization to enable

offshore targets.• Responsible for the complete process adherence and handling of incidents according to SLAs.• Acts as an escalation point to expedite incident resolution.• Responsible for handling P1 incidents and escalating to Major Incident Manager for major incidents.• Perform other duties as assigned• Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business

Conduct and Ethics.

Knowledge, Skills and Experience required for the job:• Bachelor's degree in IT Discipline or equivalent experience in enterprise level IT environments.• 1 year of Change/Incident/Problem Management or Project Management experience.

Preferred Knowledge, Skills and Experience needed for the job:

Work Environment:• Standard work environment• Majority of time spent on PC (Phys. Req.)

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About Us

ACI Worldwide is a global leader in mission-critical, real-time payments software. Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments, power omni-commerce payments, present and process bill payments, and manage fraud and risk. We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.