Major Incident Manager
DescriptionSystems Analyst Contract to Hirecandidates must complete a background check upon offer*Key Job Duties Leads & Orchestrates medium to high severity incident calls Coordinates triage activities Drives triage and troubleshooting recommendations Provide oversight and direction to Incident Management Keeps Leadership informed of high severity incident progress Directs work of Incident Management as required to effectively manage an incident Summarizes impact and current investigation/fix status on a fixed cadence and keeps the triage activity moving forward Coordinates activities of a matrix team of technicians on the triage call to investigate unstable conditions During investigation period, makes timely decisions to escalate the issue in predefined support chain of command Initiates and maintains viability of collaboration tool sessions during the incident Documents critical discussions and actions taken in internal tracking tool Sends enterprise-wide communications giving clear updates that can be understood by a wide audience Other Duties Works with Divisional support and development teams, System Monitoring and other technical teams to establish early detection conditions requiring incident management services Drives for opportunities to resolve issues at the point of detection Oversees collaboration tool sessions during high severity incident Identifies improvement in monitoring tools, reporting tools and reported issues. Correlates alerts, events with impacts to proactively improve early detection Demonstrates deep technical understanding of the application setup and the platforms/technologies on which the applications execute Partners with Problem Management for streamlined and value-added hand-off Build relationships with stakeholders and customers Has visibility into key changes that could potentially impact system or business availability Review and provide feedback on Incident Manager performance Identify and drive initiatives within Incident Management to improve overall operations Remain current on emerging technologies utilized within the environment Independently identify opportunities for improvement within scope of work and independently drive to solutions to these challenges Shift work is required which may also include weekends or nights Qualifications Bachelor's Degree in Computer Science, or Bachelor's Degree in Information Systems, or Bachelor's Degree in Engineering, or Bachelor's Degree in Mathematics, or military experience At least 5 years supporting Enterprise Level Technology as a Major Incident Manager At least 10 years of experience in Information Technology Excellent written and oral communication skills Preferred Qualifications AWS Certified Solutions Architect Associate certification 5 Years of experience in People Management 2 years of experience in Project Management ITIL Certified Agile experience #LowHorizontal Integration is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law. In addition, Horizontal Integration will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact firstname.lastname@example.org. All applicants applying must be legally authorized to work in the country of employment.