Our client seeks an experienced Incident Manager to join their growing team in Dallas.
Please apply or send resumes to Spencer Skinner, sskinner@mastaffing.com for more info!
The Incident Manager leverages industry best practices and tools to handle all high and critical business-impacting technology events, ensuring they are resolved efficiently. This team will resolve critical issues raised by customers via tickets or phone. This team works on proprietary internal technology (hardware and software), or works with third party resources that are connected to the tech stack!
This is a full time opportunity based in Dallas Texas. This is a onsite role (M-F business hours), not a hybrid or work from home opportunity. Hiring preference will be given to local candidates that can be onsite daily.
Key Responsibilities:
- Manage high, critical, and limited business-impacting events to resolution, ensuring alignment with the quality and stability objectives.
- Play a pivotal role in process management including service strategy setting, service design, transitioning services to production, operations, and continuous improvement.
- Handle communications for outages or IM tickets.
- Run bridge calls for large outages and provide updates.
- Maintain daily incident analysis reports for outstanding incidents.
- Provide root cause analysis documentation to internal teams and partners.
- Review root cause analysis documentation with Product owners.
- Engage leadership and provide timely updates.
- Utilize a blend of analytical, technical, and communication skills effectively in a team-based setting.
- Communicate the customer/business/technical impact, status, and resolution to internal stakeholders in real-time.
- Ensure timely and accurate documentation of incident timelines, scopes/impacts, resolutions, and other quantifiable properties for record-keeping and post-incident reviews.
Qualifications:
- Bachelor’s degree in Computer Science or a related field, or equivalent professional experience in information technology operations.
- At least 5-7 years of experience in performing IT service management activities.
- Experience managing major incident processes. Both Hardware or Software issues.
- Experience handling major technology events in complex environments, inclusive of drafting and distributing wide-scale executive summary communications
- Strong understanding of industry best practices and tools for incident management.
- Excellent analytical, technical, facilitation, and written communication skills.
- Capability to work effectively within a team-based environment.
- Proficient in self-directed learning regarding documented processes and incident management tools to advance personal development.
- Adept at managing complex and time-sensitive tasks.
- Keen attention to detail for effective communication and post-incident analysis.
- Ability to consistently and comfortably collaborate closely with executives and senior leadership.
