Incident Manager I

As an Incident Manager, you will be responsible for leading critical bridge calls to drive restoration and recovery of SaaS based applications. You should have a good blend of technical and soft skills, with strong deductive reasoning and interpersonal communication capabilities. Reporting to the Manager of IT Operations, you will work closely with CIO/CTO stakeholders as part of a team. Your primary responsibilities will include serving as a Major Incident Manager, controlling conference bridges during incidents, sharing major incident duties with NOC Engineers, and assisting in investigating and resolving customer-reported performance issues. You will also be involved in root cause identification, problem management, postmortem meetings, and drafting client-facing root cause analysis statements. To excel in this role, you are required to have 5-8 years of experience in Incident Management, strong problem-solving skills, and the ability to drive agile decision-making during incidents. You should possess excellent communication skills to relay technical information effectively, as well as the ability to work with common IT applications and SaaS industry knowledge. Additionally, you must be able to work unconventional hours, including nights, weekends, and holidays as required since NOC Operations run 24/7. Preferred qualifications include ITIL Foundations certification, IT recognized certifications (e.g., CCNA, AWS Associates, Redhat, or CompTIA), operational experience with Service Management/Problem Management, familiarity with Linux/Microsoft Server, and experience using monitoring tools like SCOM, SolarWinds, ELK, or AppDynamics. Demonstrated ability to follow procedures and ensure compliance with departmental standards is essential for this role.,