REMOTE Jr. Incident Manager

Insight Global is seeking out an Incident Manager to sit FULLY REMOTE for a large streaming service. This incident manger will be joining a team of 15 other incident managers handling the operations, networks, infrastructures, and incident communications. This person will provide eyes-on-glass monitoring from within the Direct-to-Consumer product offerings to ensure system availability and will manage any production incidents that occur during their shift. This individual will lead/assist in recovery and process actions on emergency bridges and ensure that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact. The Incident Manager also ensures that business critical incidents receive a post incident review, intended to identify systemic and root cause that requires resolution once the immediate impact is remediated. This person will be working closely with the digital network operations team where they will be receiving the incident, analyzing it, breaking it down, and then handing off to the incident manager. From there, the IM will run through all the aspects of the incident, log it into the ServiceNow system, get on a conference bridge with the fix agents to engage all fixes, track the timeline, and then send out all communications of the incident to the executives. An example of an incident could include when a customer is watching TV and a technical difficulties feed comes up on the screen. The DNOC will then flip it to recovery, engage the IM team and gather the details of the issue (when it started, what is the impact, viewership). Then they will take these details and use the viewership data against the metrics to define the severity of the incident. From there, the team will troubleshoot the issue (source, internal networks, networks impacted, reception feed interruptions) and document all the communications in layman's terms (exact issue, who was engaged, who mitigated the issue, how was it resolved) and send it up to the executives through ServiceNow. 40% of their day will be spent handling the incidents. Typically, 1-2 incidents come through per day ranging in different levels of classifications (P1 critical, P2 major, P3 high) taking an average of 90 minutes to resolve. The remaining 60% will be spent handling the day-to-day tasks such as troubleshooting, configuring of infrastructures, monitoring networks, and monitoring the availability and performance of the end-to-end systems). This person will be heavily working cross-functionally with various stakeholders and expected to have sharp communication skills with strong problem-solving abilities.

1+ years within an operation Incident Management role

Experience working within a Ticketing System (Preferably ServiceNow)

Strong understanding of ITSM process, cloud computing, software deployments, and change rollbacks

Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives

Strong analytical, organizational, and problem-solving skills

Bachelor's degree in computer science, Information Technology or a relevant field or equivalent work experience.

Pervious work experience at NBC or Comcast - Experience working within the media, entertainment, television, and/or streaming industry.

Experience with ServiceNow

ITIL Foundation Certification or higher

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.