Insight Global is seeking 2 Incident Managers for a Fortune 1000 client in the Transportation industry that will sit 100% remote. The Incident Manager is a part of the Return to Service Team (RTS) and is responsible for end[1]to-end management, communication, escalation, investigation, and resolution of critical incidents. Ensuring Business and Customer updates are timely and of sufficient quality through discussions and updates as needed. The RTS team facilitates the restoration of disrupted services and ensures related operations are in line with established service standards, Service Level Agreements, procedures, and best practices. Provide follow-up actions to improve on the service quality and the avoidance of future occurrences. Performs root cause analysis, identifies trends, and coordinates solutions for known or discovered problems. The Incident Manager performs in a 24x7x365 operational response leadership role as part of the RTS Team. Salary Range 90K-120K
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2-3+ years of Enterprise level experience as an incident manager
Strong experience managing, investigating, and escalating the resolution of critical incidents
Managing root cause analysis process
Prior experience building and developing playbooks for critical services and applications
Experience developing and generating reports that show the success rates and KPIs.
Strong communication and coordination skills with the ability to lead and work with cross-functional teams.
Prior vendor management experience for escalated incidents
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.