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Incident Management Specialist
3 weeks ago
Job Overview:
We are seeking a seasoned Incident Management Specialist to lead our incident response efforts.
Key Responsibilities:
- Analyze and facilitate swift resolution to incidents impacting end-users
- Provide expert guidance on complex incidents, including strategic communications
- Collaborate with IT groups and business partners to drive service restoration, minimizing business impact
- Document incident details for Problem Management review
- Communicate incident status across organizational levels
- Guide technical support employees involved in the incident
- Experience working with cross-functional teams and leading matrixed groups
- Strong interpersonal skills, including collaboration, negotiation, and effective communication
- Proven leadership with organizational presence, authority, and responsibility to prioritize, track, and execute under pressure
- Working knowledge of infrastructure components and interrelationships associated with WAN, network access, authentication, email, and collaboration products/SaaS solutions
Essential Skills:
- Exceptional analytical and problem-solving skills
- Strong communication and interpersonal skills
- Ability to work efficiently under pressure and meet deadlines
- Leadership and coaching experience
- Technical expertise in IT infrastructure components
