Incident Manager

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

📋 Description

• Oversee and coordinate activities related to our Escalated Incident process.

• Assist in reporting for Escalated Incident Management, focusing on KPIs and customer SLAs.

• Ensure consistent execution of the Escalated Incident Management process.

• Engage with both internal and customer stakeholders to provide updates on status, resolution, and success criteria approvals.

• Log and categorize incoming Incidents while making immediate efforts to restore failed services, prioritizing the most efficient time to restoration.

• Document all timelines, activities, resources, and assets involved in the Incident.

• Link Incidents to other records (e.g., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).

• Manage the Root Cause Analysis process and assign information requests to technical resources involved in service restoration.

• Develop, define, and oversee Technical Action Plans for escalated incidents.

• Primarily focus on Sev1 incidents, Sev2 incidents, Problem Management, Root Cause reviews, and internal escalations.

• Exhibit strong collaboration skills and the ability to work effectively across technical and support teams.

⛳️ Requirements

• At least 2 years of experience in an incident management position.

• Demonstrated understanding and application of methods and techniques for assessing and managing escalated incidents.

• Excellent communication skills (both written and oral), with proven experience liaising with all levels of management about issues concerning people, processes, and technology.

• Solid knowledge of IT Service Management processes within IT Operations.

• Familiarity with supporting Incident Management, Problem Management, and Change Management processes during escalated incidents.

• Proficient in using APM tools such as Data Dog, AppDynamics, New Relic, etc., to effectively triage issues and alerts.

• Ability to troubleshoot Hyper-converged infrastructure, Software Defined Networks, Hybrid cloud environments, Virtualized environments, as well as Unix and Windows operating systems.

• Strong interpersonal skills and a collaborative team player.

🏝️ Benefits

• Opportunities for professional development and career growth.

• Comprehensive health and wellness programs.

• Flexible work hours and remote work options.

• Engaging company culture focused on teamwork and collaboration.