Job Description

Title: Incident Manager

Location: Draper UT - Onsite

Type: Full Time

Salary up to $150K base DOQ

Our software group seeks an energetic and self-driven professional to join our team. Our group’s mission is to provide best-in-class software services delivered to the high availability standards that our clients expect. The candidate will form part of a global operations team whose goal is to ensure the highest service levels of availability of the mission-critical software services provided.

The role requires you to take accountability for any obvious, complex, and SLA-impacting issues across the SaaS service offering. Manage the incident process, by taking ownership of matrix-managed resources to restore regular service operations as quickly as possible to minimize the impact on service and business operations. Ultimately, accountable for the efficiency and effectiveness of the Service Delivery during the life cycle of the Incident for its particular customers, stakeholders, and business unit.

Responsibilities:

• Attend war rooms to oversee and assess the performance of the MIM (Incident commander) chairing the war room in line with the Incident Management process per SOW
• Own the Process governance and adherence – call out and educate/re-educate on process non-adherence.
• Functional process owner for the Incident and Major Incident Management process
• Taking ownership of matrix-managed resources to restore regular service operations as quickly as possible to minimize the impact on service and business operations
• When required, act as a point of contact for all Major Incidents.
• If required represents the first stage of escalation for Major Incidents.
• If required responsible for planning and coordinating all the activities required to perform, monitor, and report on the process during a live incident.
• Ensure the closure of all resolved and end-user-confirmed Incident records
• Ensure traction and report daily on the progress of Problem Reports
• Guide the various support teams about the incident process.
• Determines if an incident needs to be escalated according to the priority and severity of the issue.
• Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective months.
• Meet monthly with Service Managers to discuss process shortfall, improvements/and new initiatives.
• Ability to coordinate and chair Major Incident war rooms during a live incident must be able to take an active lead in driving service restoration.
• Good communication skills, verbal and written. Ability to communicate technical updates to non-technical stakeholders.
• A deep analysis of Incidents, root causes, weaknesses, corrective actions, etc.
• Proficiency in Microsoft Office products, including Word, PowerPoint, and Excel.

Requirements:

• ITILv3 Foundation Certificate or higher
• At least 5 to 7 Years of experience in an ITIL-based organization, specifically within an Operational

Education:

• Bachelor's and 8+ years of related experience

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