Incident Management Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversees, prioritizes, and manages incidents through their entire lifecycle – from identification to resolution.

• Facilitates collaboration among cross-functional teams to guarantee prompt resolution of high-priority or significant incidents.

• Provides updates on incident status, impact, and resolutions to stakeholders and management.

• Records incident specifics, root causes, and corrective measures in the incident tracking system.

• Evaluates incident patterns to uncover recurring problems and opportunities for process enhancement.

• Ensures adherence to Service Level Agreements (SLAs) and escalation procedures.

• Engages in post-incident evaluations to suggest preventative strategies and improve system resilience.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

• 5-7 years of experience in IT Operations, Service Management, or Incident Response.

• Solid understanding of ITIL or other IT Service Management frameworks.

• Exceptional communication and coordination abilities, particularly in high-pressure situations.

• Capability to analyze technical challenges and facilitate their resolution.

• Familiarity with incident management tools such as Service Now, Remedy, and Ivanti.

• Experience with monitoring and alerting systems.

🏝️ Benefits

• 401(k) Plan (35% employer match per dollar up to 10% employee contribution)

• Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)

• RX Home Delivery

• HSA with Employer Contribution

• In-vitro Fertility (treatment coverage)

• Dental

• Vision (2 plans: 12-month and 24-month frames allowance)

• FSA Plans (Healthcare, Dependent Care and Limited Purpose)

• Pre-tax Commuter Plans

• Employer-paid Life Insurance

• Employer-paid Short + Term Disability

• Long Term Disability (2 plans: Employer-paid or optional Self-paid)

• Paid Parental Leave (4 weeks at 100%)

• Employee Assistance Plan

• Voluntary Life Insurance for team member, spouse and child

• Voluntary Accidental Death for team member and spouse

• Legal/ID Theft Plans

• TeleHealth

• Wellness via Omada Health (healthy living solution)

• Travel Assistance

• Business Travel Accident Coverage

• Medical for foreign travel coverage

• Employer-paid Pet Telehealth

• Accident Insurance

• Critical Illness Insurance

• Hospital Indemnity Insurance

• Volunteer Time Off

• 10 Holidays

• Summer Sizzle

• On Demand Pay (Daily Pay)