Incident Manager

1 week ago

chandler, United States Apex Systems Full time

Role: Incident Manager

Rate: 44/hr W2

Long Term Contract

Locations: Chandler AZ (85224)

Hybrid 3 days onsite


  • The Incident Manager’s primary responsibility is driving effective triage leadership for all CBWT 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 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, ask probing questions, have Splunk, keep 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.
  • Familiar with ITIL, 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
  • Prior Technical Generalist / Major Incident Management experience Excellent analytical and problem solving skills
  • Working knowledge of Splunk, AppDynamics, Autosys, Shell scripts, Remedy
  • Experience in .net technologies, Windows, Linux, Oracle, Autosys, MuleSoft, OpenShift a plus
  • Must work well under pressure
  • Ability to manage multiple priorities
  • Candidate must have excellent written and verbal communications skills.
  • Ability to communicate effectively across all levels
  • Able to work independently or as a part of the team
  • 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.
  • Diverse experience in working in complex, global, enterprise scale environments.
  • Prior Technical Generalist / Major Incident Manager experience
  • 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, or relevant customer service skills
  • 3+ years’ experience with Microsoft Office Suite

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