Incident Management Specialist

4 weeks ago


Wilmington, Delaware, United States Saxon Global Full time

We are seeking a skilled Incident Management Specialist to join our team at Saxon Global. The ideal candidate will have 3+ years of experience in incident management and a strong background in troubleshooting and problem-solving.

The successful candidate will be responsible for reviewing proposed major incidents, facilitating troubleshooting bridge calls, and documenting activities and discussions around major incidents. They will also communicate effectively with leadership and stakeholders throughout the incident response process.

Key responsibilities include:

  • Reviewing and validating major incident proposals based on business impact
  • Facilitating troubleshooting bridge calls to drive issues to resolution
  • Documenting activities and discussions around major incidents
  • Communicating with leadership and stakeholders throughout the incident response process
  • Generating and distributing after-action reports for every major incident
  • Recommending corrective actions to the problem process for postmortem discussion
  • Reviewing and correcting SOPs and documentation as requested
  • Facilitating daily operations calls to review previous major incidents and upcoming changes
  • Consolidating and providing daily reports reviewing incidents, changes, and problems within the environment
  • Assisting in problem management activities and process as needed

The ideal candidate will have excellent communication skills, be flexible to work in any shift, and be able to interact effectively with customers and end-users over the phone and via email.



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