IT Manager Senior, Incident Response

General Description and Classification Standards

The Incident Response & Continuity Manager reports to the Director of Service Delivery, with a matrix responsibility to the Director of the Office of Infrastructure and Technology. This position has accountability for managing and coordinating incident response efforts for AIM.

The role of the Incident Response Manager is a collaborative one and, as such, this individual builds a collaborative culture within the department and partners with various departments across the City of Atlanta. They also work closely with the Senior Leadership Team, AIM divisions, and enterprise fund departments to ensure the effective response to planned and unplanned incidents impacting technology or the City. The Incident Response Manager works closely with the support teams in gathering feedback and developing insights that will lead to the improvement of response services.

Key Responsibilities

Strategy and planning

Partners with members of the senior leadership teams in governance, strategy, and processes to support the advancement of AIM.

Lead strategy for developing overall departmental technical incident response from initiation to conclusion.

Develops and oversees execution of technical response roadmaps based on the needs of consumers, businesses, employees, and departments.

Responsible for providing governance for AIM operations incident response plan (IRP) execution, documentation, and adherence (note: this does not include the cyber incident response plan).

Works directly with the Mayor s Office of Emergency Preparedness on all events affecting the City of Atlanta operations.

Acquisition & Deployment

Works closely with senior leadership team for identifying, configuring, and acquiring (if applicable) systems to support incident response capabilities.

Ensures proper deployment and utilization of all systems utilized for managing incident response protocols (e.g., ServiceNow).

Operational Management

Oversees continuity of operations (COOP) protocols for AIM by working with appropriate stakeholders (including managing call tree/escalation procedures).

Works with the senior leadership team for facilitation of COOP tabletop exercises to ensure readiness and effectiveness of the plan.

For declared incidents, serve as incident manager and coordinating activities as identified in the IRP.

Works with teams to conduct root cause analysis (RCA) for technology incidents. Responsible for following up on action items and recommendations identified within the RCA.

Leads coordination efforts for joint operations center (JOC) activations for citywide preparedness, including onsite leadership and identifying support coverage. Including non-business hours support as needed.

Serves as AIM safety warden overseeing emergency preparedness activities.

Knowledge, Skills, And Abilities
Exceptional leadership skills with exceptional communication and presence.

Demonstrates extremely high emotional intelligence.

Advanced knowledge of multiple IT control practices and experience working across large infrastructure environments.

Ability to collaborate with high-performing teams and individuals throughout the firm to accomplish common goals.

Expertise in application and infrastructure high-availability and resiliency architectures with demonstrated experience in business.

Ability to develop and execute strategy.

Strong analytical, organizational, problem solving, and operational management skills.

The ability to analyze projects, assess technical risk, and communicate the impact to the business.

The written and verbal communication skills needed to effectively articulate complex technology topics across all levels of the organization.

Operates with a sense of urgency and understanding of business impact.

Minimum Qualifications Education And Experience
Bachelor s degree in computer science, technology, engineering, or an applicable field of study (equivalent professional experience and/or certifications will be considered).

Minimum of 5 years of experience in related and relevant technology disciplines.

Preferred Qualifications
Minimum of 5 years of advancing IT leadership required.

Master s degree in computer science, engineering, or related field.

5 or more years working in public sector environment.