Incident Manager

The Managed Service Organization within our company oversees the management of IT infrastructure and services for our clientele.

Within Managed Services, the role of Major Incident Management (MIM) serves as the point of contact for our engineers, management, and crucial technical and executive customer representatives. The MIM takes charge during significant outages and incidents within our customers' IT systems, ensuring clear communication, maintaining focus among engineers, and adhering to response timelines to swiftly resolve issues.

Key Responsibilities:

- Facilitate resolution of operational issues, internal incidents, and customer outages promptly.

- Coordinate recovery efforts and prioritize customer satisfaction.

- Draft and distribute incident notifications to internal and customer stakeholders, including detailed analyses.

- Collaborate with various teams to uphold Major Incident Management Process standards.

- Ensure adherence to standardized procedures for incident response, analysis, documentation, and reporting.

- Record known errors and lessons learned to enhance future incident resolution.

- Drive efficiency and effectiveness improvements within the Incident Management Process.

- Participate in Post Incident Review processes and contribute to the resolution of identified issues.

This job description outlines the primary responsibilities and requirements of the role and is not exhaustive. Responsibilities may evolve over time.

Minimum Requirements:

- 2 years of relevant incident or crisis management experience.

- Associate's degree or higher in Computer Science, Information Systems, Engineering, or equivalent experience.

- Excellent written and verbal communication skills.

- Strong leadership capabilities.

- Familiarity with ITIL best practices.

- Ability to collaborate in a virtual team environment across different time zones.

Preferred Requirements:

- 4 years of relevant incident or crisis management experience.

- ITIL v3 Foundation Certificate.

- Experience with ServiceNow ITSM system.

- Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent industry experience.

2 shift options available:

3am to 12pm CST

6pm to 3am CST

Send your resume to kaci.railey@cdw.com to schedule an interview.