Job Description
A national client is looking to add an incident manager to help with 24x7 major incident management support and oncall coverage. This fully remote role combines technical expertise with leadership responsibilities, requiring someone who can effectively manage and coordinate major incident response efforts to ensure swift resolution and minimal disruption to business operations. The ideal candidate will take ownership of high-severity issues, facilitate high visibility cross-team troubleshooting bridges with various internal and external technical teams, classify and prioritize major incidents based on severity and impact, translate technical issues into high level communications with stakeholders about incident status, impact, and resolution progress, and document major incident resolutions, business impacts, etc.
Compensation:
$50/hr to $60/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
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.
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Required Skills & Experience
• 3 – 5 years of experience in IT application support, production support, or related technical role
• Proven experience managing critical incidents and high-pressure troubleshooting scenarios
• Ability to multi-task including driving a bridge call and managing all internal and external communication
• Strong understanding of IT ecosystems and upstream/downstream relationships between all components
• Fundamental understanding of APIs (Application Program Interface)
• Experience with monitoring tools, ticketing systems, and incident management processes
• Strong communication skills for facilitating technical discussions with diverse audiences
• Knowledge of ITIL frameworks and best practices for service management
• Ability to work in 24/7 support environments and participate in on-call rotations (the primary 1 time a month and the secondary 1 time a month)
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.