Incident Manager

-Look for Major Incident Management efficiencies, and propose, develop and deliver process improvements for incident management workflows.
-Management of High Priority Major Incidents within sophisticated environments; engaging, focusing and driving internal and external resolver teams to efficiently restore service and communicating during Major Incidents to team members across the company.
-Lead post Incident reviews to establish actions to prevent future incidents and produce comprehensive incident reports to senior leadership.
-Support and participate in Disaster Recovery tests for critical services.
-Review impact and risk analysis to ensure the risks/impacts to customers and services are thoroughly understood and appropriate actions have been taken.
-Lead all aspects of a portfolio of problem records, assisting the Problem Manager. Responsible for assembling the relevant partners, establishing the root cause, and ensuring senior IT leadership is advised of progress and recommendations for closure.
-Proactively monitors and reviews Incident tickets to identify patterns and in partnership with the Service Owner build problem records to be researched.
-Provides training and mentorship on all ITIL and ITSM processes used within Markel.
-Performs detailed analysis of process compliance across all of IT and works to continually improve the maturity and adoption




























-Hourly rate between $35-50/hr

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.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

-7+ years of experience focused within Incident Management but also with experience in problem and change management as well
-Ability to participate in a call rotation providing out of hours support in evenings, weekends, and holiday periods (likely once every 4 weeks)
-Extensive and proven experience of Major Incident Management, with a solid understanding of process across multi-platform technologies.
-Strong crisis leadership skills and ability to remain calm in challenging situations involving incidents and manage teams and vendors to provide solutions.
-Strong analytical skills with a demonstrated ability to collect, analyze and act on ticket data.

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.