Senior Incident Manager

Let's start with the day-to-day of this job:

The Senior Incident Manager will support and lead the response to major incidents as well as proactive/reactive problems. Using ITIL processes to expedite resolutions to incidents and problems to minimize business, financial, reputational, and legal/regulatory risks, the Senior Incident Manager is expected to use their knowledge of both incident & problem management processes to mitigate impact and reduce the time to restore business services.

In this position, you will be responsible for all this:

• Drive the means to resolve incidents and restore business services as rapidly as possible.

• Support major incident bridge by driving resolver teams to incident resolution within the SLAs.

• Continually assess business impact and articulate/communicate across multiple groups including executive management

• Support post-incident event activities (reactive problem management) to identify/assign action items to prevent future occurrences by leveraging best practices of ITIL problem management.

• Execute strategies to identify and address potential problems before they impact customers (proactive problem management).

• Conduct training and knowledge sharing sessions across various teams and new hires to help adapt to standardized processes.

• Continuous improvement and evolution of service management processes and procedures to maintain high quality and "industry-best" customer service.

• Collaborate closely with other service management functions (change management, service desk, etc.) and assist as necessary in the spirit of one-team.

• Provide on-call support during non-business hours (team provides 24x7 support for incidents).

Support key activities of incident and problem management processes, including:

• Event analysis, documentation and leveraging established processes to assign priority to incidents.

• Engage key resources including vendors as necessary (technical, product and executive management personnel).

• Prompt communication to all affected parties, including executive management.

• Accurately track incident and problem records in ticketing systems.

• Documentation of incident timeline and remediation actions.

• Lead post incident review meetings (Root Cause Analysis phase).

• Record, assign and track corrective actions through closure.

You've got to have some or all of this:

• Bachelor's degree in information technology, engineering, or a related field.

• 5+ years of experience in Major Incident/Problem management.

• ITIL Foundations Version 4 Certification preferred.

• Experience with IT Service Management platforms (ServiceNow, Freshservice, Atlassian Jira Service Management, etc.)

• Knowledge/experience with a wide range of enterprise technologies, including but not limited to, cloud technologies (Azure/AWS), distributed services (server and database), network, storage, web architecture, is a plus.

• Experience working with engineering, product, and business teams.

These things are required for the job:

• Excellent written and verbal communication skills with ability to explain/articulate technical and business concepts clearly and effectively.

• Developed analytical and problem solving skills.

• Ability to facilitate conversations confidently and clearly on conference calls, in meetings, via collaboration tools, via email, and at all levels of the organization is essential.

• Well-developed interpersonal skills with ability to foster a positive working environment.

• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.

• Ability to maintain calmness during stressful situations.

• Solid organizational skills with the ability to manage multiple tasks simultaneously.

• Client focus and ownership, use of own initiative and a proactive approach to work.

• Ability to engage and manage vendors during critical events and problem investigations.

• Ability to support On-call (team provides 24x7 support for incidents).

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required by this job due to computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.

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