Incident Manager

Summary

Join our Infrastructure Operations (IOPS) department as a passionate incident manager and become part of the Service Management team. You will lead incident, problem, and change management processes, acting as incident commander during critical situations. Responsibilities include managing incident response, investigating issues, delegating tasks, coordinating with stakeholders, and restoring services swiftly. Success requires understanding basic internet technology and an aptitude for learning new technologies. The ideal candidate excels at multitasking and remains calm under pressure. This role offers the opportunity to contribute to a winning team and make a significant impact on our organization.

Requirements

• Bachelor's degree in information technology, engineering, or a related field
• At least two years’ experience working in IT service management, ITIL or a similar role
• Understanding or experience in Critical Incident or Emergency response or Risk mitigation
• Knowledge of IT service management software including ServiceNow and JIRA
• Experience working with IT systems and software such as PagerDuty, SignalFX, Splunk and Zabbix
• Excellent communication skills and ability to collaborate with team members
• Effective communicator with excellent verbal and writing skills that can provide accurate and concise information during and after major incidents as well as in meetings
• Ability to logically think through and respond to various situations and work in a fast-paced environment
• Strong problem solving, analytical, organizational and time management skills

Responsibilities

• Assign, manage, communicate, and escalate the incident response during a major incident
• Oversee the incident management process and help drive the investigation in resolving the incident by performing the role of an incident commander
• Respond swiftly and timely to a reported service incident, triage, and initiate the incident management process
• Prioritize incidents according to their urgency and impact on the business
• Create and update Service Management documents to ensure information is current and standardize definitions and SLA for the team to adhere and reference
• Collaborate with the service management team to ensure that all protocols are diligently followed
• Log and record all incidents and their resolution and work with the Service Management team to drive RCA discussions and Post-Mortem meetings to ensure we prevent issues from recurring
• Review and improve the incident management process to ensure its effectiveness
• Communicate with upper management during major production incidents
• Lead weekly production health meetings to ensure all workload or infrastructure teams are aware of all issues, changes and releases that may impact the health of production services
• Assist and collaborate with the service management team members by prioritizing workloads and re-scheduling non-urgent tasks

Preferred Qualifications

One or two years of experience in a lead role, managing or leading a small team is a plus