Our client, a mortgage organization, is seeking an experienced Incident Manager to join their dynamic team! This is a HYBRID onsite role and is contract to hire!

This position is ideally a 10am-7pm, or regular hours with evening flexibility.

Job Summary:

Our client is seeking a highly organized and proactive Incident Manager to join the team and take charge of coordinating and managing the response to unexpected incidents within the organization. The ideal candidate will possess excellent communication skills, strong leadership abilities, and the ability to remain calm and composed under pressure. The Incident Manager will play a critical role in minimizing the impact of incidents on our operations and ensuring the swift restoration of services.

Responsibilities:

• Respond to all major incidents and send out the appropriate company wide communication and notifications
• Work to meet SLAs set for all Major Incidents
• Coordinate the response to incidents, including identifying the appropriate stakeholders, activating response teams, and overseeing the resolution process.
• Serve as the primary point of contact for all communication regarding incidents, both internally and externally, ensuring stakeholders are kept informed of the incident's status and resolution progress.
• Manage the allocation of resources, including personnel, equipment, and facilities, to effectively address incidents and minimize disruption to operations.
• Document all relevant information related to incidents, including incident timelines, actions taken, and lessons learned, for future reference and improvement.
• Escalate incidents to higher levels of management or specialized teams as needed, ensuring timely and appropriate response and support.
• Lead or participate in post-incident analysis to identify root causes, evaluate response effectiveness, and recommend improvements to prevent future incidents.
• Contribute to the development and refinement of incident response processes and procedures, incorporating best practices and lessons learned to enhance organizational resilience.
• Stay informed about emerging threats, vulnerabilities, and industry trends related to incident management and response, and incorporate this knowledge into incident response strategies.

Requirements:

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, or Business Administration or equivalent experience
• Proven experience in incident management or a related field, with a strong understanding of incident response processes and procedures.
• Excellent communication skills, with the ability to convey technical information clearly and concisely to both technical and non-technical stakeholders.
• Strong leadership abilities, with the ability to lead and motivate cross-functional teams during incident response activities.
• Exceptional organizational skills, with the ability to prioritize tasks and manage multiple incidents simultaneously in a fast-paced environment.
• Ability to remain calm and composed under pressure, with a proactive and problem-solving mindset.
• Knowledge of relevant industry standards and frameworks such as ITIL, NIST, or ISO 27001 is preferred.
• ITIL Certification a PLUS
• Relevant certifications such as Certified Incident Handler (GCIH) are a plus.