Major Incident Manager
ACA Group
full-time
Posted on:
Location Type: Hybrid
Location: Pittsburgh • Oregon • Pennsylvania • United States
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Tech Stack
About the role
- Ensure effective communication with management and stakeholders throughout the incident lifecycle
- Ensure swift resolution to minimize business disruption
- Inform all parties of progress and outcomes, maintaining transparency, and managing expectations
- Ensure adherence to established incident management processes, guiding the team in following protocols to resolve incidents efficiently and minimize impact
- Develop and implement incident management procedures and workflows
- Coordinate responses to incidents, ensuring timely resolution and minimal impact on services
- Classify and prioritize incidents based on severity, impact, and urgency
- Communicate incident status, impact, and resolution progress to stakeholders
- Conduct post-incident reviews to identify areas for improvement
- Maintain detailed records of incidents for analysis and auditing purposes
- Analyze incident trends and implement preventive measures
- Train and guide team members on incident response protocols
Requirements
- Proven Track record in managing and resolving major IT incidents
- Previous Roles involving team leadership and coordination during high-pressure situations
- Extensive experience with IT systems, networks, and infrastructure
- Strong analytical and problem-solving skills to evaluate project status, risks, and key performance indicators
- Effective written and verbal communication skills, including experience liaising between technology teams and business stakeholders at all levels
- Demonstrated ability to analyze incident trends and implement process improvements
- Strong attention to detail with the ability to track multiple projects and tasks simultaneously
- Effective time management skills and the ability to prioritize work based on project deadlines
- Ability to work independently and collaboratively in a fast-paced, technology-driven environment
- Strong interpersonal skills to establish and maintain effective working relationships with teams and stakeholders
- Proactive mindset, willing to take initiative and solve problems creatively
- Strong organizational and documentation skills, ensuring project consistency and transparency
- Ability to facilitate meetings, take detailed notes, and track action items to completion
- Comfort working with data, generating reports, and providing insights into IT project performance
- Adaptability to changing business needs and ability to manage evolving project requirements
- Experience with incident management tools and software
Benefits
- medical and dental coverage
- 401(k) plans
- paid time off options
- flexible work environment
- ACA Paid Holidays
- Summer Fridays
- Personal/Family Care
- Student Debt Forgiveness
- Pet Insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementIT systemsnetworksinfrastructureanalytical skillsproblem-solving skillsprocess improvementsproject managementdata analysisreport generation
Soft Skills
communication skillsteam leadershipattention to detailtime managementinterpersonal skillsorganizational skillsadaptabilityproactive mindsetcollaborationfacilitation skills