Incident Manager

Job Description:

• The APSRE Incident Manager's primary responsibility is driving effective triage leadership for all RPSW and EAE related technology and operations incidents.

• This position requires holding business partners, subject matter experts and technical partners accountable during restoral activities, ensuring proper escalation occurs, timely and accurate business communications are created and documentation of the incident is accurate The APSRE Incident Management team is responsible for handling real-time technical (application/infrastructure) triage and restoration of issues impacting critical business services to customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.

• Candidate will lead triage calls, keeping the necessary focus on restoration of services while delivering clear, concise and timely incident communications to our CTO/CIO groups.

• Duties include ensuring all necessary teams are engaged and focused on their tasks. Must be flexible, has foresight to see the need to change priorities, escalate accordingly and able to understand and communicate across diverse technical platforms. Flexible enough to work for extended hours and/or weekends as needed to handle high priority issues, production recoveries and provide support to monthly Integrated/Infrastructure Releases.

Primary Skill:

• BMC Remedy

Required Skills:

• Familiar with Incident/Problem/Event Management, Release/Deployment, Operational Readiness

• Minimum 3 - 5 years of experience leading incident triage in a large IT operations production support environment

• Proven ability to quickly gain understanding of operational or business processes, including key stakeholders, risks, and existing control mechanisms.

• Strategic thinker with the ability to quickly assess situations, and make critical decisions weighing risk verses rewards under stressful conditionals.

• Excellent communication skills, able to articulate issues in a technical manner as well as concisely write incident communications for audiences varying in seniority and role (e.g. technical and business)

• Excellent leadership and discussion facilitation skills.

• Experienced using myCTO, Remedy, Splunk, Microsoft (Excel, Project, Visio), ITIL processes.

• Ability to work effectively in high pressure situations, on an ongoing basis, maintaining attention to detail.

Desired Skills:

• Diverse experience in working in complex, global, enterprise scale environments.

• Ability to work effectively as a member of a team and independently

• 3 years' experience working in complex, global, enterprise scale environments

• 3 years' experience with application/network help desk, or relevant customer service skills

• 3 years' experience with Microsoft Office Suite

• Candidate will lead triage calls, keeping the necessary focus on restoration of services while delivering clear, concise and timely incident communications to our CTO/CIO groups.

• Duties include ensuring all necessary teams are engaged and focused on their tasks. Must be flexible, has foresight to see the need to change priorities, escalate accordingly and able to understand and communicate across diverse technical platforms. Flexible enough to work for extended hours and/or weekends as needed to handle high priority issues, production recoveries and provide support to monthly Integrated/Infrastructure Releases.

• Experience level: Experienced
• Minimum 8 years of experience

• Education: Bachelors