Incident Manager - Remote / Telecommute

Job Description: Pay Range: $25hr - $30hr Responsibilities: Leads, drives, and facilitates chairing of all investigation activities, meetings, and conference calls on major incidents and change approvals. Identifies problems (i.e. the cause of multiple incidents), appropriate actions and facilitates permanent fixes in order to prevent any recurrence of future incidents. Supports effectiveness of change to ensure there are no risks for environmental stability or compliance. Ensure all changes are submitted through Change management and approved by CAB. Ensure that Incidents assigned to the support groups are resolved and that service is restored with the predefined SLA. Establishes continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Asks the right questions, collects the responses and sets actions based on information and also challenges the information if the response does not fit the situation. Provides on-call support as needed outside of standard work hours, including weekends. Leverages technology to issue all communications and provides key stakeholder incident status to resolution state. Ensures APM and all Technology Operations Command monitoring tools and processes are aligned to prevent future major incidents. Ensures all administration and reports are maintained and up to date, including contacts information, technical diagrams, and post major incident reviews. Maintains and develops tools and resources to manage major incidents, problems and changes effectively. Provides periodic metrics reports to executive leadership. Performs other duties and projects as assigned. Essential Knowledge Skills And Abilities: Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position. Ability to engage in detailed technical discussions, strong analytic and problem-solving skills. Strong time management, research, and troubleshooting skills. Ability to think quickly and clearly during an incident impacting multi-million-dollar revenues. Strong personal desire to improve and expand industry-related knowledge. Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook. Intermediate math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute xx, ratio and percent, including the drafting and interpretation of bar graphs. Effective organizational and time management skills. Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments. Ability to organize and prioritize work schedules on a short-term and long-term basis. Ability to provide consultation and expert advice to management. Ability to make informal and formal presentations, inside and outside the organization; speaking before assigned team or other groups as needed. Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations. Ability to work with little to no supervision while performing duties. Education, Experience And/Or Licenses: Bachelor s Degree preferred, or minimum of five (5) + years experience working in a similar field.

Created: 2024-12-28