Job Overview:

The Incident Response Manager plays a critical role in ensuring its flagship application (OfficerTRAK®) is operational 365/24/7, as well the smooth functioning of related critical IT systems and services. The person in this role is responsible for responding promptly and effectively to OT incidents, minimizing downtime, and mitigating risks to business operations.

As an Incident Response Manager, you will actively work with the OT team as well as the business operations team of Off Duty Management (ODM), reporting directly to the Chief Technology Officer (CTO) of OT. This includes the responsibility to maintain OT System Availability and ensure expedient System Restoration whenever there is a System Degradation or System Failure. In addition, this includes oversight of operations of the needed integrations between OT and key back-end systems.

Responsibilities:

• Improve, develop or implement incident response plans and Standard Operating Procedures (SOPs) to ensure timely identification, escalation and resolution of OT incidents or incidents related to dependent systems.
• Assist in the analysis, categorization and prioritization of incidents based on severity and impact to business operations.
• Conduct (at a minimum) weekly status and grooming of incidents to enable the right focus to maintain business operations and ongoing process improvements.
• Conduct post incident reviews and analysis to identify root cause, trends, and areas of improvement, working closely with the business operations teams and OT technical team members.
• Prepare internal and client-facing incident reports to communicate the impact of incidents, response times, and effectiveness of mitigation measures to senior management.
• Identify opportunities to enhance the organization’s incident response capabilities through technology investments, process improvement and training initiatives.
• Serve as the primary point of contact during major incidents, coordinating cross-functional response and providing regular updates to OT and ODM senior management.
• Provide on-call support of 24x7 escalation activities outside of standard business hours.

Education & Experience:

• Bachelor’s degree in computer science, IT or related field is preferred.
• Minimum of 2 years of proven IT incident response experience for 365/24/7 business critical systems.
• Strong understanding of IT cloud infrastructure that supports a mission-critical business application (web and mobile).
• Analytical mindset with a focus on continuous improvement and proactive risk management.
• Strong communicator – verbal and written.
• Team building and collaborative mindset.

OfficerTRAK® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Job Type: Full-time

Pay: $80,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Ability to Commute:

• Katy, TX 77493 (Preferred)

Ability to Relocate:

• Katy, TX 77493: Relocate before starting work (Required)

Work Location: In person