Incident & Escalation Manager

Job Description

Job Title: Incident & Escalation Manager

Type of Engagement: 6 months contract (Not open to 3rd party C2C consultants. Visa sponsorship is not available)

Work Location: Remote

Schedule / Hours: Sat. and Sun. 12pm to 12am

Job Overview

The primary purpose of the Major Incident Manager role is to ensure that impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service.

Acting as a point of contact for incoming incident escalations, the Incident Manager will be responsible for executing contact during an incident response scenario to guide and assist in the identification, escalation, and remediation of threats and incidents. This individual works closely with the Incident Owner as an incident lead and primary technical resource.

The Incident Manager must possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and oral and written communication skills. The Incident Manager will be an effective team player and leader who can work independently when necessary. Attention to detail and strong crisis management skills are critical to this position.

Essential Job Responsibilities

• Manage technology incidents, including identification, assessment, prioritization, escalation, communication, and resolution.
• Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely.
• Responsible for the facilitation and response of all major incidents impacting mission critical business applications and Infrastructure services on a rotational 24/7/365 basis.
• Conduct continuous process improvement for the Incident Management Life Cycle and Incident postmortem process.
• Work with team members to facilitate the solution of complex problems with information technology software and hardware.
• Handling the incident communications for all high priority incidents. Utilizing escalation tools to facilitate client communications of these incidents.
• Verification of Major Incident notification messages to ensure completeness & correctness of the information being sent to the customer.
• Maintaining incident logs and processing incident reports for review with upper management
• Developing/maintaining technical and process documents for the Incident Management Team.
• Ability to handle and perform in stressful situations.
• Collaboration with service desk agents who work closely with the incident management staff.
• Update the incident reporting system (ServiceNow) with resolution information.
• Establish relationships within the organization being able to fully support any critical incident as required during high-profile events within the organization.
  
  

Required Skills & Experience

• 3-5 years of customer service experience.
• Knowledge of IT operations, IT systems, policies, and procedures including ITIL framework.
• Excellent working knowledge of an ITSM platform - ServiceNow is preferred
• Strong understanding of event management and escalation procedures.
• Excellent problem-solving and decision-making skills, with the ability to think strategically and tactically in high-pressure situations.
• Proven ability to analyze and solve a wide range of technical problems. Including the ability to perform first level assessment of technical and process deficiencies and follow up on investigations.
• General project management experience.
• Proficient with MS Office: Word, Excel, Outlook, PowerPoint
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences.
• Work requires the ability to multi-task, be flexible and open to change
• Aptitude for picking up new technologies and procedures.
  
  

Big Bonus Points If You Have

• Bachelor's degree in Computer Science, Engineering, Business, or related field
• Demonstrated leadership abilities and a track record of successfully managing incident response teams.
• Experience with crisis management and communications
• ITIL 4 Foundations certification
• Microsoft Azure Fundamentals certification
• Customer/vendor management experience
  
  

Job Requisition # 40290

A reasonable estimate of the pay range for this role is $30-33/ per hour. The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.

Meet APC

APC is a professional staffing and services organization focused on engaging people and positively impacting lives. As “Professionals serving Professionals”®, we take pride in providing our employees and contractors with the highest level of customer service and support.

APC is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetics, or veteran status.