About the role

  • responsible for identifying, analyzing, and resolving technical issues that disrupt operations in a timely manner
  • verifying business continuity by coordinating response teams
  • communicating updates to stakeholders
  • implementing processes to prevent future incidents
  • lead the incident management process and oversee team members involved in resolving incidents
  • quickly detect service disruptions, assess their impact, and escalate critical incidents to the appropriate teams
  • assemble and lead cross-functional teams to investigate, diagnose, and resolve incidents
  • provide clear and timely updates to stakeholders regarding incident status, mitigation efforts, and resolution timelines
  • conduct post-incident reviews to identify the root causes of incidents
  • develop, document, and maintain incident management procedures
  • track incident metrics, analyze trends, and generate reports

Requirements

  • 10+ years of IT experience to include Incident Management experience resolving production issues in a Cloud (AWS) computing environment
  • Experience working with AWS services, architecture and operation best practices
  • Proficient in ITSM (IT Service Management) including incident management, documentation, and hardware
  • Proficiency in incident response, infrastructure, ITIL, metrics, production environments, incident reports, and technical issues
  • Experience working in a NOC (Network Operations Center) and SOC (Security Operations Center)
  • Experience working in a client-facing role

Benefits

  • generous, flexible vacation policy
  • educational assistance
  • comprehensive health benefits
  • 401(k) employer match
  • leadership and technical development academies

Job title

Incident Manager

Job type

Experience level

SeniorLead

Salary

$90,000 - $115,000 per year

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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