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Incident Manager

3 months ago

Frisco, United States NCR Atleos Full time

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Incident Manager

Position Summary

As the Incident Manager, you will oversee all aspects of the Incident Management process, from identification to restoral of service as quickly as possible to minimize the impact to business operations.

Also, the IT Incident Manager will drive continuous improvement activities including focusing on driving down incident count, reducing Mean time to Restore (MTTR) and incident duration and will act as an escalation point for leadership and our business partners.

If you have an obsessive focus on troubleshooting, service levels, standardizing processes, meaningful metrics, and enjoy driving continuous improvements, then this is the right opportunity for you.

Role and Responsibilities

  • Participate in a 24/7/365 on-call rotation.

  • Point of contact for all Major Incidents.

  • Lead, facilitate and coordinate the Incident Management technical bridges to drive incident resolution as quickly as possible. Adhering to policies and procedures.

  • Triage all the appropriate support teams to expedite troubleshooting within a technical bridge and business bridges.

  • Responsible for ensuring all senior roles and accountabilities for assessing business impact and restoring service are represented and prescribed action is implemented

  • Provide frequent and meaningful business/client-centric executive communication to our senior business and technology leaders.

  • Severity (Impact / Urgency) and Priority determination based on situational appraisal and extracted information from our partner functions.

  • Maintaining a heightened level of sensitivity to future business impact and risk to customers/stakeholders.

  • Acting in a leadership style capacity and having general oversight on our most significant Major Incident events.

  • Establish and cultivate relationships with stakeholders to create and support the incident and problem management processes.

  • Generate KRI/KPI reporting to measure success of the incident management process, trend analysis reports of recurring incidents, monthly metrics major incidents and other reports as required.

  • Initiate actions to resolve potential interruptions to service identified during proactive and trending analysis of IT incidents.

  • Work with cross-functional business teams to understand SLAs for reporting.

  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

  • Participate in other projects and duties as assigned.

Skill Requirements/Preferences

  • Must be able to take the initiative and be a self-starter.

  • Must have minimum 3yr experience in Incident manager role with overall experience of minimum 5yrs+ Enterprise major incident command and control experience managing bridges across several IT disciplines to ensure to ensure timely resolutions and proper documentation.

  • Experience with application or infrastructure technical analysis, such as reading logs, alerts, and monitors.

  • Working knowledge of IT infrastructure components: servers, storage, networking, and security.

  • Experience in crafting clear and concise incident status updates suitable for an executive level IT and business leadership audience required.

  • Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow, or equivalent ticket management tools.

  • Experience gathering incident management process metrics.

  • Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management.

  • Experience working in a managed services environment with knowledge of vendor governance.

  • Experience with high availability/incident response (on call).

  • Experience in working in a Service Delivery role in a Business-Critical environment. Must have a business/ end user focus with a technical background.

  • Excellent interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment.

  • Proficient in Microsoft Office 365 applications especially in Word, Excel, PowerPoint and Outlook.

  • Fluent in English verbal and written.

Some of the soft skills / abilities required for you to be successful in this role include:

  • Critical Thinking, Problem Solving and Deductive Reasoning.

  • Leadership – Capacity, Capability, and Competency (“Leaders inspire other to take action”)

  • Commanding presence.

  • Active Listening with the ability to learn, develop and execute quickly

  • Great Team Player Characteristics.

  • Maintaining a professional demeanor and attitude to “control the chaos”.

  • Ability and confidence to act decisively and take constructive feedback.

  • Exercise influence over a wide variety of individuals at all levels of technical & business leadership.

  • Ability to multi-task and make good judgments in a dynamic and high impact environment.

  • Ability to challenge the assumptions and information that does not reflect accurately the situation at hand.

  • Excellent phone / video presence and verbal / written communication skills.

  • Strong relationship management and client centric mindset.

Additional Preferred Qualifications:

  • ITIL certification.

  • Working experience and knowledge of end-to-end IT software and systems solution delivery from idea conception, design, development and transition into production operations and maintenance.

  • Experience including software development, Unix systems administration, and cloud-based application management.

  • Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises.

  • Strong formation in running incidents / situations / crisis events in a large, complex enterprise environment.

Education Requirements

  • Bachelor’s degree in computer science or related field and a minimum of 4 years of demonstrated in ITSM and/or Information Technology. Or any equivalent combination of experience training, and/or education.

  • 4+ years of work experience

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include :

  • Medical Insurance

  • Dental Insurance

  • Life Insurance

  • Vision Insurance

  • Short/Long Term Disability

  • Paid Vacation

  • 401k

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.