Description

You will manage the ITIL Incident Management process within a high-pressure enterprise production environment. You will lead the Technical Operations Center (TOC) team to maintain efficient workflows and resolve issues under strict SLA guidelines.

Responsibilities

• Manage major incidents impacting large numbers of external customers and internal employees.
• Translate technical information into non-technical updates for senior-level executives.
• Lead and direct technicians to resolve issues in a timely manner while identifying correlating incidents.
• Troubleshoot IT services, document preventive measures, and collaborate with Problem Management on corrective actions.

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.

Key Skills

Education

Any Graduate