Global Incident Manager for IT Operations
1 day ago
Overview
We are seeking a seasoned Incident Manager I to lead our IT Operations team in agile problem-solving and restoration of SaaS-based applications.
About the Role
This is a unique opportunity to join RealPage, Inc. as a key member of our IT Operations team, where you will be responsible for leading critical bridge calls, driving restoration and recovery of our SaaS-based applications, and collaborating with CIO/CTO stakeholders.
Key Responsibilities
- Major Incident Management: Serve as a Major Incident Manager to drive the efficiency and effectiveness of critical incident bridge calls, including notifications and engagement of relevant resources.
- Conference Bridge Management: Control conference bridges, focusing teams on service restoration to maintain service level availability or performance targets.
- Troubleshooting and Escalations: Share major incident duties with NOC Engineers during outages to expedite initial trouble-shooting tasks and escalations.
- Executive Communications: Share executive communications for major incidents to ensure clear and timely updates to Client Success teams and internal stakeholders.
- Problem Management: Assist Product Support departments in investigating and resolving customer-reported performance issues.
- Root Cause Analysis: Complete root cause identification and assist with composition of client Root Cause Analysis statements.
- Post-Mortem Meetings: Effectively run postmortem meetings to identify follow-up actions.
- Action Item Tracking: Follow up and track postmortem action items to completion.
- Documenting Activities: Compose draft of client-facing Root Cause Analysis and track approval and publishing of the document.
- Change Advisory Board Meetings: Attend Change Advisory Board meetings to stay updated.
- RealPage Ticketing System: Work, track, and document activities through the RealPage ticketing system, and resolve tickets as assigned while meeting operational metrics.
Required Skills and Qualifications
- Experience: Minimum 5-8 years of experience in Incident Management roles.
- Leadership and Problem-Solving: Strong problem-solving skills and ability to drive agile decision-making while actively leading bridge calls.
- Communication and Documentation: Exceptional communication skills for relaying technical information to others, including written communication appropriate for an executive audience.
- Technical Knowledge: Possess working knowledge of common IT applications and an understanding of the SaaS industry.
- Soft Skills: Demonstrated business professional attitude when working with internal and external customers.
- Adaptability: Ability to work unconventional hours, including nights, weekends, and holidays, as required by NOC Operations' 24/7 schedule.
Salary: The estimated annual salary for this position is $120,000 - $150,000, depending on experience.
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