Senior Manager, Incident Management
Diabetes Youth Families
full-time
Posted on:
Location Type: Hybrid
Location: Acton • California, Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $141,900 - $212,850 per year
Job Level
Senior
Tech Stack
ITSM
About the role
- Driving the incident management process and coordinating efforts with all teams involved, including SRE, R&D, IT, vendors, and stakeholders, in resolving the incident
- Responding to incidents and initiating the incident management process
- Prioritizing incidents according to their urgency and business impact
- Coordinating response efforts and collaborating with the incident response team to ensure that all protocols are diligently followed
- Communicating with internal stakeholders on major incidents and impacts
- Producing documents that outline incident timelines and actions taken during the incident
- Coordinating post-incident RCAs with responders and SMEs and communicating to stakeholders
- Coordinating and managing incident managers’ schedules to provide uninterrupted services
- Attend all required meetings including all the agile ceremonial (daily scrum, refinement, retrospective, PI planning) meetings
Requirements
- Bachelor's degree required (preferred field of study: Information Technology or a related field)
- 10+ years of relevant experience in the field with at least 5 years of experience in IT service management, or a similar role
- Strong communication and leadership skills
- Experience in incident management process (e.g. ITIL) and best practices
- Ability to organize and breakdown larger tasks into meaningful units
- Ability to work under pressure during high impact/high severity incidents
- Technical knowledge in software/hardware/networking and security
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off (PTO)
- And additional employee wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementITILsoftware knowledgehardware knowledgenetworking knowledgesecurity knowledge
Soft skills
communication skillsleadership skillsorganizational skillsability to work under pressure