Critical Incident Manager

Interested in joining Fairview? Fairview is looking for a Critical Incident Manager to join our IT department! This role responds to critical incidents, takes steps to restore service, and returns the business to normal operations as quickly as possible. This role leads Fairview IT’s P1/P2 calls, coordination of disturbances and impact with IT staff and the business, repairing problems, and raising concerns to second level support or management. Through time, this role will understand the reported symptoms, extent of the disruption, resolve level of diligence to apply to the resolution of the issue, ticket priority/criticality, establish SLA expectations for response/resolution time, settle processes, and resources.

This position is approved for 80 hour every two weeks, requires as needed weekend help for critical events, and is benefit eligible! Benefits we offer at Fairview include medical insurance - as low as $0, dental insurance - also a $0 option, PTO (up to 24 days per year starting), and 403B with up to a 6% employer match; click here to learn more.

• Responsibility and authority during a critical occurrence, and coordinating and suggest all facets of the occurrence response efforts
• Under supervision implements defined procedures and identifies changes to fulfill roles in Event, Incident, Problem and Change management processes
• Coordination between teams from IT infrastructure. application management, engineering for effective resolution, alerts & assists teams to pro-actively avoid high priority issues, and raise concerns within support organization
• Professional communication on major incidents to internal & external customers
• Lead and verify system performance, capacity, and major incidents from identification to service restoration and closure, document and supervise requests/problems and actions ensuring timely resolution.
• Follow procedures and operator instructions for system health checks, complete documentation for system configuration, inventory, data mapping, processes, and service records.
• Responsible for ServiceNow service management ticketing system, accurately log events, issues, and route to appropriate next level support team providing technical detail to analyze the problem and resolve in a timely manner
• Initiate the incident management process, engaging technical and leadership staff, documenting, reporting status during the incident lifecycle, and writing/sending daily reports out of critical incidents (P1/P2) to IT staff
• Provide on-call rotation; after hours, weekend, and holiday support when required. 

Organization Expectations, as applicable:

• Ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served
• Communicates in a respective manner and ensures a safe, secure environment
• Finishes the required learning relevant to the role
• Follows and maintains knowledge of all relevant laws, regulation, policies, procedures, and standards.
• Develops improvement, efficiency, and innovative thinking.
• Other duties as assigned

Required

• Bachelors in a technology related program or related work experience and 5 years of IT operations or related experience and working with high severity incidents
• Handling conference calls or incident resolution meetings, and excels in high stress situations with the ability to maintain composure and integrity during critical situations.
• Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies, pattern, and dependency recognition: identifying issues based on patterns and events
• Experience working Compliance, Remediation Assessment, Customer Service, Change Management, Process Improvement, Vendor Management and Documentation.
• General knowledge of major operating systems (Windows, Unix/Linux, and management software - ServiceNow and IT fix experience (Service Desk, Network)
• Oral, written communication, prioritization, problem-solving, team oriented with excellent networking skills, and exposure to handling multiple vendors
• Experience in Microsoft Office Suite

Preferred

• Bachelor’s degree in IT field
• Experience handling severe incidents for a medium to large IT organization
• Experience solving network connectivity issues and using network monitoring systems such as SolarWinds Orion or similar experience
• Knowledge and experience with IP issues, TCP/IP, DNS, ping, trace route
• Understanding of application performance and availability monitoring

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical.