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IT Incident Response Manager

2 months ago

Miami, Florida, United States Ryder System Full time

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Overview

The IT Incident Response Manager oversees the management of all unexpected disruptions, failures, and declines in service quality of IT operations. The primary objective is to adhere to established protocols and restore services to their standard functionality as swiftly as possible. This role also entails providing updates to Executive leadership during significant service interruptions.

Key Responsibilities

  • Ensure that Major Incidents assigned to their Support Teams are resolved promptly and that normal service is reinstated.
  • Identify potential issues and/or emerging patterns of recurring Incidents. Generate Problem tickets for these trends.
  • Accountable for communication regarding all Major Incidents.
  • Guarantee accurate documentation of incidents throughout the resolution process.
  • Establish procedures to document enhancements where Knowledge Base processes and supporting technologies are evaluated and improved as necessary.
  • Assess whether an incident requires escalation based on its priority and urgency.
  • Identify, initiate, schedule, and conduct incident reviews.
  • Encourage and reinforce compliance with the processes and policies related to Incident Management.
  • Engage in Incident reviews following major disruptions.

Additional Duties

  • Represent the escalation stages for Incidents.
  • Responsible for assigning incidents to appropriate groups or divisions.
  • Escalate all procedural issues to the Manager.
  • Create a Knowledge Base with standardized procedures aimed at minimizing the frequency of Incidents.
  • Perform other assigned tasks as necessary.

Skills and Qualifications

  • Proficient in analyzing a high volume of technical data and thriving in a fast-paced environment.
  • Strong understanding of IT Service Management software, including ITIL frameworks.
  • Ability to collaborate effectively with both Technical and Non-technical teams.
  • Excellent problem-solving, analytical, and time management skills.
  • Experience with IT systems and software such as ServiceNow, SolarWinds, App Dynamics, and DataDog.
  • Experience in remediation assessment and change management.
  • Ability to communicate with the end-user community, adapting communication style/method effectively to meet specific needs, and discuss technical solutions in a layman's terms.
  • Advanced knowledge of ServiceNow is required.
  • Intermediate knowledge of SolarWinds and App Dynamics is preferred.
  • Beginner knowledge of DataDog is preferred.
  • Intermediate knowledge of Oracle/SQL is preferred.
  • Beginner knowledge of Network/Network Security is preferred.
  • Intermediate understanding of Transportation and Warehouse Management solutions is required.

Education and Experience

  • Bachelor's degree is required, preferably in Transportation, Logistics, or Computer Science/Business, or equivalent work experience.
  • A minimum of three (3) years in IT Service Management or a similar role is required.
  • A minimum of five (5) years of experience in IT, preferably within the Transportation and/or Logistics sector, is required.
  • ITIL Certification is required.

Travel: No

DOT Regulated: None

Job Category: Application Development, Delivery & Support

Compensation Information :

The compensation offered to a candidate may be influenced by various factors, including relevant experience, education, work location, market data/ranges, internal equity, and internal salary ranges.

Compensation ranges for the position are below:

Pay Type :

Salaried

Minimum Pay Range:

Maximum Pay Range:

The position may also be eligible for an annual bonus, commission, and/or long-term incentive plan based on the level and/or type.

Benefits Information:

For all Full-time positions only : Ryder offers comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance, and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

Ryder is proud to be an Equal Opportunity Employer and Drug-Free workplace.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability.

Current Employees:

If you are a current employee at Ryder (not a Contractor or temporary employee through a staffing agency), please click here ($3.htmld) to log in to Workday to apply using the internal application process.

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