Incident Manager

Manage the delivery of the Major Incident Management functions, hands on as required.

· In the event of an outage, ensure the restoration of normal service operation as quickly as possible to minimize the impact on business operations.

· Ensure the delivery of clear communication for major incidents, keeping all key stakeholders informed to agreed and appropriate levels throughout the incident lifecycle.

· Provide updates to clients and leadership by way of outage notifications to keep them informed of progress to resolution and/or workarounds that have been implemented.

· Identify and implement continual service improvement opportunities across the Major Incident, Crisis Management, and wider Service Management functions.

· Serve as an escalation point for 3rd party provided Major Incident functions.

· Prepare internal reports for Major Incidents and review with Executive Management.

· Partner with Service Management Ops colleagues to help deliver on Service Management Enterprise Services as needed.

· Manage core Major Incident functions to ensure compliance to SLAs and contractual obligations.

· Promote the Major Incident process within the wider Enterprise Technology, Enterprise Applications, Media Operations and Crisis Management community, and client teams.

· Collaborate with Technology Resolver Teams and Business Stakeholders to understand required service level indicators and to ensure service level objectives are met in terms of impact to service

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

An experienced Major Incident Manager with hands on experience.

· Strong practical ITIL/ITSM skill set with operational background.

· 5+ years-experience running and operating enterprise scale Global Major Incident Management and managing a team.

· 3+ years-experience in a technical role(s).

· Demonstrated knowledge of incident management practices, activities, techniques, and tools within a large, complex organization.

· Have excellent problem-solving skills to help with investigation and resolution of major incidents and root cause.

· Demonstrated experience of managing 3rd parties & vendors within a Service Delivery of Infrastructure remit.

· Candidate must have excellent written and verbal communications as well as facilitation skills to lead outage calls as well as to draft periodic updates to business stakeholders on progress to service restoration

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.