Technical Incident Manager

LMS • Fort Lauderdale, FL

2d • Onsite

About The Position

LMS/GEM, a fast-growing firm with a dynamic, independent, entrepreneurial culture, is actively recruiting team members to support a Global Cruise Operator. Our organization is a tangible category disruptor, building, activating, and managing the single most impactful industry innovation the cruise industry has ever experienced. You will have access to top-tier technology, gain valuable insight from top SMEs across global resources, and receive the opportunity to learn, grow, advance, and EARN. If you are working for a big-box retailer in an associate guest service, customer service, or service center role, you will have the opportunity to leverage that hands-on experience, regardless of how much or little experience you may have, and gain the ability to step up to the top of the technology "food" chain. This is an amazing opportunity for anyone who wants to step away from a "temporary" grind and step into an exciting adventure that will propel their career forward. We share a common vision of success, fostered by excellent training, continuous feedback, and two-way communication, all centered on supporting individual team members' growth and development. Opportunities continue to emerge to support new and varied initiatives. The work will excite, challenge, and engage you. Our team culture is contagious, infectious, and incredibly supportive. The journey and experience are bar none. Experience matters - attitude matters more. Our team comes from all walks of life. Apply, listen to the stories of current team members, and find out for yourself. The pace is fast, the tasks are significant, and the rewards are aggressive. Our team strength is our culture. We share a commitment to excellence. We are a supportive, encouraging, passionate group of smart, happy entrepreneurs who empower our team to make a real difference in each other's lives every day. Our operations center is located in the heart of Port Everglades, Fort Lauderdale, in a brand-new state-of-the-art HQ where we manage our global support and deployment efforts. Our team delivers seamless, around-the-clock support across multiple global time zones, ensuring 24/7/365 operational excellence. We are currently hiring for a second-shift position, working Friday through Monday from 3:00 PM to 1:00 AM EST.

Requirements

• Exceptional communications - spoken, written, active listening, and general body language
• Outstanding critical thinking abilities
• Experience with project management software, i.e., Jira and Confluence
• Curious, polite, professional, and engaging interpersonal skills

Nice To Haves

• PMP Certification is a plus but not required
• Azure Virtual Desktop knowledge is a plus, but not required

Responsibilities

• Assist with system performance, monitoring, and analysis
• Maintain records, utilizing best-in-class tools
• Provide project solutions supporting onboard and onshore teams
• Responsible for the oversight of critical incidents and major system escalations from initiation to resolution
• Provide troubleshooting support and failure analysis when necessary
• Conduct workflow analysis
• Assist leadership as required
• Contribute to long-term operational strategy and road maps

Benefits

• Medical
• Vision
• Dental
• Life Insurance
• Short-term disability
• A tax-deferred 401k investment savings plan, with a company match of up to 4%, eligibility at 90-days
• Bonus program paid quarterly

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed