Change & Incident Manager

Hertz-posted 3 months ago

$100,000 - $125,000/Yr

Full-time • Mid Level

Estero, FL

5,001-10,000 employees

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We are looking for a dynamic incident manager to join our IT department. In this role, you'll be in charge of leading the incident/problem management process to resolution and restoring our company's provided IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols. To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Coordinate and oversee the change management process, ensuring all changes are properly assessed, approved, documented, and implemented with minimal disruption to services.
Engage with stakeholders across technical and business teams to ensure compliance with change policies, facilitate training for unfamiliar personnel, and manage exceptions or expedited/emergency changes when necessary.
Overseeing the incident management process and team members involved in resolving the incident.
Responding to a reported service incident, identifying the cause, and initiating the incident management process.
Prioritizing incidents according to their urgency and influence on the business.
Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
Collaborating with the incident management team to ensure that all protocols are diligently followed.
Logging all incidents and their resolution to see if there are recurring malfunctions.
Adjusting the incident management process as required to ensure its effectiveness.
Communicating with upper management if major issues are found in the IT system.
Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

Bachelor's degree in information technology, engineering, or a related field or at least three year's experience working in IT service management, or a similar role.
Strong knowledge of IT service management software such as ITIL.
Experience working with IT systems and software such as Dynatrace, Splunk and Jenkins.
Excellent managerial skills and ability to collaborate with team members.
Ability to analyze a high volume of technical data and work in a fast-paced environment.
Strong problem solving, communication, analytical, and time management skills.

40% off the base rate of any standard Hertz Rental
Paid Time Off
Medical, Dental & Vision plan options
Retirement programs, including 401(k) employer matching
Paid Parental Leave & Adoption Assistance
Employee Assistance Program for employees & family
Educational Reimbursement & Discounts
Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
Perks & Discounts –Theme Park Tickets, Gym Discounts & more

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