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Incident Resolution Specialist

4 weeks ago

Houston, Texas, United States The Dignify Solutions LLC Full time
Incident Manager Job Description

Job Summary: We are seeking an experienced Incident Manager to lead our technical teams in resolving high-priority incidents and ensuring the quality of our incident management process.

Key Responsibilities:

  • Support system SMEs with technical triaging of high-priority incidents, providing technical team leadership expertise and ensuring thorough and structured troubleshooting efforts.
  • Provide technical expertise to develop executive reports on triage efforts and lead technical SMEs in complying with ITIL best practices for Service Management and Incident Response.
  • Lead distributed technical teams in resolving issues through effective engagement and communication with stakeholders, exercising sound judgment in evaluation, assignment, and escalation of issues.
  • Document findings and provide analysis of resolved issues to leadership through effective written communication.
  • Set up triage calls, notify and track required technical teams, lead triage discussions, and coordinate discussions between technical teams to diagnose issues and develop mitigation options.
  • Oversee the management of and compliance with procedures, data models, policies, and technologies associated with the process, owning the process and supporting documentation from a strategic and tactical perspective.
  • Approve all changes to the process and develop process improvement plans, working with the Process Owner for Incident Management to ensure both processes work in conjunction.
  • Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis Management.

Requirements:

  • Strong technical expertise and leadership skills.
  • Experience with ITIL best practices and incident management processes.
  • Excellent communication and problem-solving skills.
  • Ability to work effectively in a distributed team environment.