Digital Transformation Incident Manager
5 days ago
AHEAD is a leading provider of digital business platforms, empowering enterprises to drive transformation through innovative cloud infrastructure, automation, analytics, and software delivery.
Estimated Salary: $120,000 - $180,000 per yearAbout the RoleWe are seeking an experienced Digital Transformation Incident Manager to join our Managed Services team. The ideal candidate will have a strong background in IT service management, excellent communication skills, and the ability to lead high-stress situations.
Key Responsibilities:- Manage major incidents from identification to closure, ensuring effective root cause analysis and resolution.
- Liaise with internal and external stakeholders, including clients and third-party vendors.
- Develop and maintain incident management protocols, ensuring compliance with industry standards.
- Collaborate with the incident management team to ensure seamless process execution.
- Log and analyze incidents to identify recurring issues and areas for improvement.
- Communicate critical issues to senior management and key client stakeholders.
- Bachelor's degree in information technology or related field, or equivalent experience.
- Minimum 7 years' experience in IT service management, managed services, and/or ITSM operations.
- Minimum 3 years' experience managing major incidents in complex environments.
- ITIL v4 Foundations Certification preferred.
- Experience with ITSM tools and systems, ServiceNow a plus.
- Excellent oral and written communication skills.
- High level of IT service delivery and customer service skills.
AHEAD offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k), paid company holidays, paid time off, and paid parental and caregiver leave.
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