Major Incident Manager (Remote)
About The Position
The Major Incident Manager role operates as a full-scope Incident Manager, executing the same responsibilities and meeting the same performance expectations as other members of the team. As our organization has significantly expanded its operational scope—resulting in a four- to fivefold increase in incident volume and the added responsibility of tracking all business-impacting incidents, this role has become critical to maintaining program effectiveness. This model depends on experienced leadership to scale successfully. In addition to these core responsibilities, this resource will serve as Program Manager for Enterprise Problem SME efforts, owning the tracking and coordination of all Major Incident Problem Records, and acts as the designated secondary lead for Major Incident BPMs. Their contributions are essential to sustaining operational continuity and delivering against leadership expectations for this expanded program.
Requirements
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- 3-5 years of Incident Manager experience (not incident response)
- Deep understanding and working knowledge of ITIL
- Advanced level of Problem Record Management
- Working understanding of Optic
- Highly proficient in Teams, Slack, Gemini, Copilot, PagerDuty, Tableau and the MS office suite
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Nice To Haves
- No additional education
- None
Responsibilities
- Leads configuration, debugging, and support for information technology solutions
- Leads field and corporate rollouts of technology
- Leads the stand up of necessary system software, hardware, and equipment (physical or virtual) to meet changing infrastructure needs
- Creates and optimizes specifications for technology solutions
- Produces and manages purchase requests for hardware and software
- Leads development of test suites (functional, destructive, etc) to enable successful rapid deployment of infrastructure as code to production
- Keeps abreast of innovations and industry trends as well as changes to internal systems and determines how they impacts tools, training, and support necessary to keep systems up, running, and secure
- Participates in and contributes to learning activities around modern systems engineering core practices (communities of practice)
- Proactively views articles, tutorials, and videos to learn about new technologies and best practices being used within other technology organizations
- Researches and analyzes business trends and behavioral data to identify strategic opportunities for improvements and new initiatives
- Leads the evaluation, development, and recommendation of specific strategic technology to provide cost-effective solutions that meet THD requirements
- Researches and designs best fit infrastructure, network, database, cloud, AI, and security architectures for products
- Proactively creates and maintains infrastructure as code and AI models for continuous improvement
- Participates in strategic project planning and management across multiple efforts
- Develops formal training courses
- Collaborates with product and project teams to understand needs and enable them with infrastructure
- Supports technology architecture design review efforts for project and product teams
- Leverages tooling and custom applications to monitor the operational status of applications, infrastructure, networks, databases, and security; optimizes and tunes performance as appropriate
- Drives root cause analysis, debugging, support, and post-mortem analysis for security incidents and service interruptions
- Maintains, upgrades, and supports existing systems and infrastructure to ensure operational stability
- Acts as a vendor liaison, owning resourcing, issue management, and documentation
- Leads the production of in-house documentation around solutions
- Provides application support for software running in production
- Acts as a mentor to more junior Systems Engineers
- Drives converting KB articles into AI models
- Drives changes to analytic models used to analyze performance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
