Incident Manager

Gainwell Technologies LLC•Rancho Cordova, CA

2d•Hybrid

About The Position

An Incident Manager is 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, and implementing processes to prevent future incidents, requiring strong analytical, problem-solving, and communication skills to effectively lead during critical situations.

Requirements

Proficiency in ITSM (IT Service Management), including incident management, documentation, and hardware.
Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, NOC (Network Operations Center), SOC (Security Operations Center), client-facing, Cloud, AWS and SharePoint.
Bachelor's degree or equivalent combination of education and experience.
Nine or more years of support services, project, or program experience.
Experience working with the technology industry.
Experience working with company products and operating systems.
Experience working with AWS services, architecture, and operational best practices.
Good project management skills.
Good analytical and problem solving skills.
Good interpersonal skills to interact with customers and team members.
Good leadership and organizational skills.
Good communication skills.
Good skills in managing to contracts and budgets.
Good relationship building skills.
Ability to work in a team environment.
Requires 24/7 on-call availability to manage and resolve critical incidents as they arise.

Nice To Haves

Bachelor's degree in business administration, engineering, information systems or related field preferred.
Willingness to travel.

Responsibilities

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, assigning tasks and managing resource allocation.
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 preventative measures, and improve future response strategies.
Develop, document, and maintain incident management procedures, including escalation protocols and best practices.
Track incident metrics, analyze trends, and generate reports to identify areas for improvement and inform decision-making.
Work closely with Infrastructure, operations, and support teams to resolve incidents efficiently.
Create reports as required to establish that all required SLAs are being meet for the project.