Influence and motivate teams across a diverse set of vertical domains and geographic locations to ensure customer and merchant incidents are addressed rapidly and efficiently so that our software applications are available and functional 24x7x365.
Work with senior management in the event of issue escalation.
Provide clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these incidents on a timely basis.
Ensure appropriate monitoring is in place for reliable operations of all applications and initiate corrective action plans when appropriate.
Document incident information in the incident management system and ensure data is accurate, and complete. Doing so will help you identify incident and data trends (including gaps and inaccuracies) through normal course of incident management.
Provide informal incident process and requirement training to cross-functional teams, as needed, to support consistent incident management execution.
Strive to maintain SLA adherence and continuously improve service level KPIs.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
5+ Years of experience in with Major Incident Management, Program Management or related Incident Command processes
Bachelor's degree in Computer Science, a related SRE technical field, or relevant industry experience
Strong leadership abilities
Ability to remain composed, methodical, and think fast in a high pressure environment
Ability to assimilate information rapidly
Experience in managing and collaborating with global teams
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.