Major Incident Manager

AHEAD is seeking a self-motivated Critical Incident Manager with deep customer service and service delivery skills to join our Managed Services group. In this role, the Incident Manager is part of a team responsible for managing high severity incidents. The ideal candidate is one who can take charge in high stress situations and provide direction to Managed Service technical teams to drive expeditious resolution of incidents. This role is also responsible for RCA and Problem Management support for AMS. We are looking for a natural leader with proven knowledge of incident management frameworks and the ability to communicate clearly, confidently, and effectively to technical teams and our customers.

Responsibilities :

• Responsible for communication, leadership, and management of all high severity major incident situations.
• Manage Client Major Technology Incidents from identification through closure / RCA process. This includes but is not limited to :
• Team Assembly
• Internal, Client and 3rd Parties
• Root Cause Analysis and Identification
• Remediation
• Testing and Validation
• Status and Communications
• Postmortem / Problem Management
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Continuously improving the incident management process as required to ensure its effectiveness.
• Communicating with senior management (internal) on critical issues.
• Communicating with key client stakeholders on the status and timeline of the critical event.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Manage the creation of performance / dashboards to report on major incident and problem ticket metrics.
• Training additional incident managers as needed.
• Participate in a 24x7 on call rotation for critical incidents after regular business hours.

Required Certifications :

Qualifications :

Success Characteristics :

Why AHEAD :

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include

The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

Skills Required

Rca, Customer Service, Servicenow, Incident Management, Itil, Problem Management