Critical Incident Manager
2 weeks ago
Welcome to Manhattan. Every day, our supply chain commerce technology connects two billion people to 20 billion consumer choices. In the warehouse, on the road and in the store, we make what was once impossible, possible. If you want to tackle complex problems and redefine markets, you've come to the right place.
Total Years of Experience - 9 Years to 11 Years
Roles & Responsibilities:
- Overseeing the incident management process and team members involved in resolving the incident.
- Lead strategic and tactical programs for our cloud customers working closely with the R&D and services/support teams
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Prioritizing incidents according to their urgency and influence/revenue impact on the business.
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
- Collaborating with the incident management team to ensure that all protocols are diligently followed.
- Adjusting the incident management process as required to ensure its effectiveness.
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Escalate Incidents at risk of breaching Service Level Agreement to leadership
- Communicating with upper management if major issues are found.
Skill Sets:
- Ability to lead conversations and ensure effective and efficient handling of incidents with minimal customer impact.
- Ability to question stakeholders and holding teams/individuals accountable
- At least three year's experience working in the incident manager role
- Strong knowledge of IT service management software including ITIL.
- Excellent managerial skills and ability to collaborate with team members.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
Key Competencies:
- Collaboration
- Drive for Results
- Leadership Impact
At Manhattan, it's about more than just the work. From cultural celebrations to interest groups to volunteer opportunities, your true self is always welcome here. Our team members' backgrounds, experiences and perspectives add to us as a whole and make us unique.
We are proudly an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a veteran. In the United States, Manhattan Associates participates in the Employment Eligibility Verification Program (E-Verify) operated by the Department of Homeland Security in partnership with the Social Security Administration. Participation in the E-Verify Program allows Manhattan to confirm the employment eligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I-9) has been completed.
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