SUMMARY

As an “Incident Manager I”, you will be responsible for leading Critical bridge calls in agile problem solving to drive restoration and recovery of our SaaS based applications. The ideal individual for this role will have a good blend of technical and soft skills. We are seeking a dynamic communicator with considerable interpersonal skills, who has strong deductive reasoning capabilities and can communicate up/down/across a Global enterprise. This position will report to the Manager of IT Operations and be working as part of a team with CIO / CTO stakeholders.

PRIMARY RESPONSIBILITIES

• Serve as a Major Incident Manger to drive the efficiency and effectiveness of critical incident bridge calls including notifications and engagement of relevant resources.
• Control conference bridge, focusing teams on service restoration to maintain service level availability or performance targets.
• Share major incident duties with NOC Engineers during outages to expedite initial trouble-shooting tasks and escalations.
• Share executive communications for major incidents to ensure clear and timely updates to Client Success teams and internal stakeholders.
• Assist Product Support departments in investigating and resolving customer reported performance issues.
• Complete root cause identification and assist with composition of client Root Cause Analysis statements.
• Perform Problem Management End-to-End to ensure Root cause is derived and take necessary short term and long term preventative plans
• Effectively run postmortem meetings to identify follow up actions.
• Follow up and track postmortem action items to completion.
• Compose draft of client facing root cause analysis and track approval and publishing of the document.
• Attend Change Advisory Board meetings to keep oneself updated.
• Work, track, and document activities through the RealPage ticketing system, and resolve tickets as assigned while meeting operational metrics.
• Adhere to the policies and procedures of the Information Technology department to ensure all incident and event tasks are maintained as per KPI standards and to meet compliance

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Min 5-8 Years of Experience in Incident Management role.
• Command and control. Must have strong problem-solving skills and ability to drive agile decision making while actively leading bridge calls.
• Track parallel tasks and paths to remediation. Document actions, changes made and follow up on each task.
• Possess working knowledge of common IT applications, and an understanding of the SaaS industry.
• Exceptional communication skills for relaying technical information to others including written communication appropriate for an executive audience.
• Ability to extract impact and urgency details to be able to create a concise impact statement. Help Customer Success wordsmith client notifications at times.
• Should be working as an Incident Manager or working in a Network Operations Center responsible for escalated incidents.
• Ability to use Word, Excel, and PowerPoint, PowerBI.
• Experience using Infra / Application monitoring tools and ability to correlate alerts to identify potential impact.
• Demonstrated business professional attitude when working with internal and external customers.
• Must be able to work unconventional hours which will include nights and weekends and some holidays as required. NOC Operations run 24/7.

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• Preference given to ITIL Foundations certified professionals.
• IT recognized certifications such as CCNA, AWS Associates, Redhat or CompTIA
• Operational experience with Service Management / Problem Management is helpful.
• Familiarity with Linux / Microsoft Server including experience restarting web services, reviewing logs, checking event viewers, schedulers, system utilization.
• Experience using Infra / Application monitoring tools and ability to correlate alerts to identify potential impact.
• Experience using Microsoft’s System Center Operations Manager (SCOM) or SolarWinds is preferred.
• Experience using APM Tools like ELK, AppDynamics is preferred.
• General understanding of web services, databases, Virtualization, and cloud application technologies.
• Demonstrated ability to follow procedures and ensure that others are following departmental procedures.