Critical Incident Manager

Key Responsibilities:

• Respond to incidents detected/reported and take the lead in providing incident response, management and resolution efforts
• Drive high levels of engagement from initial triage to active investigation, impact mitigation and incident remediation.
• Work in partnership with other teams (e.g. Applications, Network, DBA, etc.). as may be required to identify/assess/correct problems either because of or in prevention of an incident.
• Field, Triage, and Coordinate calls to mobilize resources during incidents or outages
• Establish / Maintain bridge line call during the outage to coordinate notification actions recovery resources
• Generate and Maintain incident documentation and reporting
• Enable communication knowledgeably and with confidence, broadly and effectively across both technical and business audiences including executive leadership regarding incident status
• Recommend corrective action and improvements
• Facilitate incident management continuous improvement
• Utilize and help continuously improve incident management processes and procedures based on ITIL best practices
• Analyze trends and patterns in events to identify opportunities for improvement and optimization
• Identify feature and process gaps and prioritize and fix them.
• Facilitate post-incident reviews:
• Conduct/coordinate post-incident retrospective meetings, incident root cause analysis, and review / mine data to determine future preventive measures, identifying and supervising follow-up actions.
• Oversee the timely publication of root cause analyses within the organization as well as with external partners.
• Collaborate with Product, Business, Engineering and Support teams to ensure impacts are multi-functionally understood and remediation efforts completed.
• Report on incident outcomes
• Maintain outstanding incident records.
• Publish reports (top issues, critical metrics) demonstrating the health and efficiency of the Incident Management program.
• Contribute to business stability meetings.
• Create and/or update necessary knowledge articles.

Qualifications:

• 3 years of experience in a 24x7 operations center environment as an incident and problem manager.
• Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details and an eye for continuous improvements.
• Organized, analytical mindset, with a technical background
• An understanding of ITIL Foundations, ServiceNow ITSM, monitoring tools is a must.
• ITIL V3 and/or V4 Foundations certification is highly desirable.
• Ability to accurately and meaningfully communicate problem statements, status and impacts in relation to the customer experience.
• A data-oriented, critical thinker who can adjust focus over the course of an investigation, mitigation in the short term, and thoughtful analysis and remediation in the longer term.
• Ability to adapt in a positive manner to changes in business priorities, scope and level of engagement required.
• Self-directed, demonstrates leadership skills, and values team building.
• Must participate in the on call including weekends, nights, and holidays (will require being on call every other week beginning on Monday evening and ending on the following Monday morning).
• Works well under pressure and within time constraints to solve problems and complete deliverables.
• A forward-thinking decision-maker that optimally balances risks and benefits for the greater good.

Job Type: Contract

Pay: $55.00 - $60.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift

Experience:

• Incident management: 6 years (Required)
• ITIL: 4 years (Required)
• ServiceNow: 5 years (Required)
• Problem management: 4 years (Required)

Ability to Commute:

• Allen, TX (Required)

Ability to Relocate:

• Allen, TX: Relocate before starting work (Required)

Work Location: In person

Salary : $55 - $60