Critical Incident Manager

Corpay • Washington, DC

2d • Remote

About The Position

Corpay is currently looking to hire a Critical Incident Manager I. This position is remote. In this role, the Critical Incident Manager I will manage the process to restore normal IT service operation as quickly as possible to minimize the impact to business operations. You will report directly to Stephen Thompson and regularly collaborate with IT Operations team.

Requirements

• Associate's degree (A. A.) or equivalent from two-year college or technical school and five or more years related experience and/or training; or equivalent combination of education and experience.
• ITIL Fundamentals
• General understanding of data processing methods
• General understanding of Windows, UNIX and LINUX servers
• General understanding of database concepts
• General understanding of enterprise IT monitoring tools (Solarwinds, Splunk, Dynatrace, Extrahop)
• Interpret and create Procedural documentation
• Expert level of Microsoft Office (Word, Excel, PowerPoint,Visio)
• Personal computer applications
• Database and spreadsheet concepts
• ITSM Corporate Toolsets (ServiceNow) user/admin functions
• Prioritize competing requests for service
• Ability to articulate technical information & conditions using non-technical terms
• Establish and maintain effective working relationships
• Facilitate conference calls with multiple individuals in a wide range of rolls
• Apply new technologies and system changes
• Analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards;
• Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations
• Exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against measurable criteria
• Keep up-to-date technically and apply new knowledge where appropriate
• Must be dependable and accountable for own actions
• Possess ability to act upon oral and/or written instruction provided
• Possess ability to troubleshoot quickly and accurately
• Effectively use time management skills
• Must demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance and monitor own work to ensure quality
• Must be a team player with ability to establish and maintain effective working relationships with team members, clients and vendors; able to adapt to changes in the work environment, i.e., managing competing demands, delays or unexpected events
• Will require rotational and shift assignment and may also be required to travel to and work at an alternate location, which may be out of state.
• Position requires work schedules of days or nights to support a 24/7/365 work environment.
• Individual must be flexible to work as needed, in addition to holidays and weekends.
• This role requires on-call support.

Nice To Haves

• ITIL Certification preferred
• Two (2) years’ experience as aTier1/Tier2 Support team leader and/or Incident Analyst combined, or Two (2) years’ experience as an IT Incident Coordinator or IT Incident Manager role.

Responsibilities

• Ensuring the established Incident policies and procedures are performed as documented and monitor and report on any noncompliance issues as well as successes.
• Acting as the escalation point for qualifying high impact incidents,
• Facilitate Incident Calls to restore failed IT Service(s) as quickly as possible, using defined escalation paths
• Ensuring thorough documentation of events, including timelines and documenting outcomes.
• Accurately auditing Incidents classifications for categorization, prioritization, and related configurations.
• Associating Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Timely and Accurate handling of Incident status reporting to affected parties leveraging all communications technologies as needed
• Verifying resolutions with customer and resolve Incidents in ITSM tool
• Identifying initiate, schedule and conduct incident reviews to identify potential problems and/or increasing trend of repetitive Incidents
• Initiating and manage Problem records through the Problem Management lifecycle
• Creating Knowledge Article documentation with repeatable procedures
• Supporting the goals of Incident Service Levels.
• Responsible for the effective implementation of the processes "Incident Management" and “Problem Management” and carries out the respective reporting procedure(s).
• Establishing continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced where applicable

Benefits

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees