Description

You will manage the ITIL Incident Management process within a high-pressure enterprise production environment.

Responsibilities

• Manage major incidents impacting large numbers of external customers and internal employees.
• Translate technical information into non-technical updates for senior-level executives under strict SLA guidelines.
• Lead and direct technicians to resolve issues in a timely manner while providing oversight to identify correlating incidents.
• Troubleshoot IT services, document preventive measures, and collaborate with Problem Management to ensure corrective actions are followed.
• Provide leadership to the TOC team to maintain efficient incident management workflows.

Required Skills

• 5+ years of Incident Management experience on a technical triage team.
• Experience working in an enterprise 24/7 production environment supporting critical, real-time applications.
• Proficiency with ServiceNow, App Dynamics, Apica, Extra Hop, or Slack.
• Strong ability to communicate end-to-end incident updates to both technical teams and business leaders.
• Proven capability to multitask and prioritize work under stressful conditions.
• Experience performing root cause analysis and identifying opportunities for service improvement.
• Bachelor's Degree, Associate's Degree, Technical Certification, or equivalent job experience.

Preferred Skills

• Ability to assess business impact, declare major incidents, and trigger disaster recovery procedures.
• Experience collaborating with Change Managers to review change requests and minimize customer impact.
• History of leading problem management meetings focused on incident trending and RCA.

Key Skills

Education

Any Graduate