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.
Nice To Haves
- 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
Responsibilities
- Participates in advanced troubleshooting and drives resolution
- Interfaces with business stakeholders and IT teams to elicit problem details
- Addresses technical issues both synchronously and asynchronously; escalates accordingly
- Provides after hours, overnight, and weekend on-call support
- Documents, reviews and ensures that all quality and change control standards are met
- Provides advanced support for VP level and above
- Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate
- Develops requirements and specifications for project and product lifecycles
- Identifies diagnostic utilities to aid in troubleshooting
- Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution
- Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
- Identifies process and systems improvements that drive quality within the team
- Acts as a role model for maintaining relationships with site leadership
- Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly
- Evaluates documented resolutions and analyzes trends to prevent future problems
- Produces and updates content for knowledge base articles and training for product support team
- Guides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this task
- Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
- Analyze information to determine areas for further training and coaching
- Researches and incorporates pertinent product update information in alignment with current trends
Benefits
- The pay range for this position is between $80,000.00 - $220,000.00
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
