Incident Manager

About the position

The Incident Manager is responsible for managing and driving the activities related to the Incident Management process for UWM critical applications and services to resolve unplanned interruptions and restore services as rapidly as possible. To achieve maximum results this will require the direct partnership with all functional teams and the ability to influence multiple levels and areas of UWM. The Incident Manager is an ambassador for incident management and will identify and maintain key relationships with internal and external stakeholders to continuously improve the reputation of UWM-IT and the Incident Management team.

Responsibilities

• Engage support teams and facilitate P1/P2 incident restoration activities to reduce negative impacts to client experience and service level agreements.
• End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring business and client updates are timely and of sufficient quality, arranging discussions and updates as required.
• Fully own and ensure adherence to our Root Cause Analysis (RCA) process and be responsible for fully documenting post incident recovery steps in order to establish true root cause, aid in process improvements and enable creation of a thorough Knowledge Base.
• Communicate service disruptions in a timely and easy to understand format for our business and IT stakeholders.
• Creation of action plan with milestones and skill sets needed stemming from RCA. Responsible for the Delivery of that plan using internal UWM team members and external vendor partners (where necessary) to fully restore service and fully mitigate risk of reoccurrence moving forward.
• Build and maintain reporting, metrics and KPI's for major incidents. Provide consolidated production reporting to UWM Senior Leadership along with issue resolution rates, trends and recommendations around areas of focus for system stability.
• Review P1/P2 incident data for trends and problems and seek opportunities to remediate and reduce frequency of incidents.
• Support and promote adherence to IT standards and processes.
• Monitor P1/P2 incidents for quality and adherence to standards.
• Be an Evangelist for the Incident Management Process.
• Educate/train and provide ongoing support to teams on the Major Incident process.
• Maintain an active engagement with all IT Teams and Leadership to assist in promoting collaboration across teams on issue remediation, recommended system improvements and ensuring teams assemble can resolve issues.

Requirements

• 3+ years of relevant Incident Management experience, 5+ Years of relevant enterprise experience in IT Services/ITSM.
• Experience implementing ITSM best practices, experience with Cloud and IT management standards in IT organization highly recommended.
• Bachelor's Degree and Certifications in ITIL, other relevant standards required or Relevant experience will be considered in lieu of a degree.
• Possess a high level of integrity, honesty and strong work ethic, with ability to maintain a professional demeanor in a stressful, on-call environment.
• Basic knowledge and understanding ITSM Major Incident Management and Problem Management.
• Willingness and ability to be the UWM expert regarding Incident Management and our company policies/procedures.
• Fundamental Knowledge of architecture and function of IT systems, applications, network, and infrastructure.
• Must have an incredible sense of Urgency - mobilize the appropriate resources and initiate the troubleshooting process.
• Lead & Manage the technical staff, vendors, 3rd parties, and business teams needed to work together in a comprehensive manner to quickly resolve the issue.
• Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support incident management process activities.
• Excellent writing, organizational, prioritization and management skills, with a strong attention to detail and time management.
• Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
• A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms.
• A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards.
• Strong service attitude; the ability to develop and build lasting customer relationships.

Benefits

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician's office, full-time massage therapist and hair salon
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi