Incident Manager

Insight Global is seeking a service-oriented Incident Manager to join a growing fintech company in Austin, TX. Primary responsibilities will be focused on providing responsive support and guidance in managing critical situations. You will demonstrate effective leadership as well as a deep technical expertise to shape and deliver incident management communications and escalation management capabilities, to ensure successful outcomes for customers. Key responsibilities include:

-Deliver results: Use ticket data, client feedback, and experiences to influence and drive process improvements
-Collaboration: Working with engineering, product and app support teams to triage, investigate and restore critical service outages
-Managing the entire Incident Management lifecycle: Identify and report on the frequency and severity of technical incidents which negatively impact internal and external customers, while monitoring key service metrics (response time, resolution time, etc.)
-On-Call support: Supporting onshore and international teams to resolve incidents in a timely manner
-Stakeholder management: Facilitating and documenting incident calls, communicating cross functionally, comfortable with navigating ambiguity

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/.

-5 years of relevant work experience, designing, implementing and executing incident management programs
-5 years of experience in partnering with Support/Client Partners/Engineering/Product teams and customers to deliver incident response outcomes
-Leadership presence with the ability to command and control highly stressful situations with a calming influence
-Ability to effectively communicate multi-functionally with both internal stakeholders and external customers or partners
-Prior experience in IM planning and coordination (PD admin, documentation, training, processes, readiness, proactivity, reporting)
-Strong understanding of IT aspects and principles (cloud, network, data, applications)
-Experience with PagerDuty & JIRA

-Master's degree or an advanced degree in a technical or scientific field of study or equivalent practical experience
-Experience with Zoom, Slack, or Datadog
-Financial Services background
-Experience using ITIL methodologies and ITSM tools such as ServiceNow
-Experience in planning and execution of Disaster Recovery testing

Benefit packages for this role will start on the 1st 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.