The IT Incident Manager will primarily drive the restoration of ’s Information Technology services. They strategically plan, document, and establish processes and procedures to reduce incidents and problem impact on the organization. This role will champion effective communication, coordination, and triage skills to drive efficiency across technology teams.
Essential Functions
Define or refine incident processes in place to create a robust Incident Management framework.
High leadership skills providing oversight and command during high-stress situations.
Notify relevant teams when an incident occurs with initial details. Continue to keep customer-facing teams informed as the incident progresses.
Coordinate responses and field questions while an incident is ongoing.
Interact with technical incident response teams. Gather details on incident impact, progress, time to resolution, root cause analysis, etc.
Track and coordinate any post-incident follow-up activities, especially ensuring that lessons learned and action items are appropriately documented and tracked
Manage the process for formalizing Root Cause Analysis (RCA) reports
Track and report on incident data, SLA requests and amount, and other incident metrics that may be identified.
Track Incident Mitigation Actions/Action items.
Formalizing standard procedures and playbooks for Incident Response plans
Qualifications
Bachelor’s degree in a computer-related field or equivalent combination of education and experience.
10+ years of experience in IT
4+ years in IT Incident management
ITIL V3 Foundation Certificate in IT Service Management is a plus
Proficiency with ITSM tools like Ivanti is a plus
Experience in information technology warehouse management systems support such as JDA and Korber is a plus
Strong organizational skills – the ability to effectively manage multiple tasks simultaneously.
Proven troubleshooting skills within a supportive environment, including a strong sense of commitment and drive towards incident resolution.
Ability to facilitate conversations with large groups of remote people.
Able to set priorities, pursue multiple threads simultaneously, accurately reflect the current state and drive towards the desired state.
Ability to maintain calm during stressful situations.
Ability to translate technical incidents into business terms.
Aptitude for, and interest in, learning new technologies.
Client focus and ownership - displays initiative and a proactive approach to work.
Advanced knowledge of networking, Server, protocols, and terminology.
Ability to work in a team-oriented environment.
Ability to manage multiple activities at one time in a high-pressure environment
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Staffing and Recruiting
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