As an Incident Manager, your day-to-day responsibilities will include swiftly responding to and resolving IT disruptions to minimize downtime and user impact. You will use ServiceNow to register and track all incidents or events reported by users. In the realm of problem management, you will proactively identify and address the root cause of incidents to prevent recurrences and enhance service stability, utilizing RCA reports to ensure KBA identification, workaround development, long-term solution implementation, and impact documentation. In change management, you will implement changes to IT systems and services in a controlled manner, ensuring smooth transitions and minimizing disruptions. You will also validate hyper-care for transition approval to sustain operations. For disaster recovery, you will develop and maintain DR plans to ensure business continuity in the event of unexpected disruptions, executing at least one DR exercise per year. Additionally, you will safeguard our systems and data through robust security policies and incident response protocols, keeping track of certificates, domains, and license due dates for renewals. Lastly, you will be responsible for drawing trends within incidents and implementing optimization and efficiency efforts around incident management processes.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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
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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.