Incident Manager

2 weeks ago

Remote, United States NextGen Global Resources Full time
Job DescriptionJob Description

Incident Manager – Production Support

Overview:

  • Serve as a critical part of the Production Support team, responsible for managing incidents for new and existing products in a 24/7 operations environment.
  • Ensure timely identification, triage, and resolution of incidents within SLA guidelines.
  • Document root cause analyses (RCAs) for high-severity incidents and communicate findings to Product Owners.

Key Responsibilities:

  • Monitor and manage incidents to ensure prompt resolution, collaborating with various operations teams as needed.
  • Maintain a structured incident management process aligned with ITIL and Incident Management best practices.
  • Deliver thorough RCAs for high-priority incidents and ensure proper follow-up and accountability.
  • Work flexible hours, including weekends and holidays, on an on-call basis to support the 24/7 operational needs.

Required Qualifications:

  • Bachelor’s degree in Computer Science, Engineering, Business, or related field, or equivalent work experience.
  • Minimum of 5+ years of experience in the technology industry and/or roles involving Customer Service, Incident, and Problem Management.
  • Strong understanding of ITIL practices and Incident Management frameworks.
  • Linux Command Line expertise, Linux administration, any flavors
  • Time management

Preferred Skills:

  • Proven ability to work under pressure in a fast-paced, critical environment.
  • Exceptional communication and coordination skills across multiple teams and stakeholders.
  • Experience in similar 24/7 operational support roles.
Company DescriptionWhat you need to know about us

We are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner

We are Collaborators. You’ll be working with a wholly-owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.

We give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check-in to make sure things are going smoothly. Check out our Glassdoor pageCompany DescriptionWhat you need to know about us\r
\r
We are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner\r
\r
We are Collaborators. You’ll be working with a wholly-owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.\r
\r
We give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check-in to make sure things are going smoothly. Check out our Glassdoor page

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