Critical Incident Team Member

Origin

Critical Incident Team Member managing the lifecycle of service interruptions and malfunctions. Ensure prompt resolution and adherence to incident management protocols, serving as the primary point of contact for incident communication.

Posted 6/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Members of the Critical Incident team are responsible for managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions affecting the services provided.
Follow incident management protocols and restore services to normal operation as quickly as possible.
Serve as the point of contact for incident communication, lead client status meetings, report system issues to upper management, and coordinate between the client and internal operations teams.
Plan, coordinate, and monitor activities required to perform, track, and report on the issue management process.
Ensure adherence to incident management protocols; report any deviations to the Critical Incident Manager or Operations Lead.
Ensure timely response from technical and operations staff to address and resolve incidents.
Escalate unresolved issues as needed to meet established Service Level Agreements (SLAs).
Coordinate root cause analysis and ensure implementation of permanent corrective actions.
Initiate, schedule, and conduct post-incident reviews; share lessons learned with relevant stakeholders.
Support security reviews and audits related to the Incident Management process.
Contribute to continuous improvement efforts by reviewing and enhancing process performance, policies, procedures, and supporting technologies.
Schedule and lead client update meetings to provide status updates and manage ticket resolution.

Requirements

What you’ll need

Experience working in a structured, process-driven environment.
Demonstrated ability to interact effectively with senior-level clients and maintain credibility through consistent delivery and follow-through.
Familiarity with IT process-related industry best practices and standards (e.g., ITIL).
Solid understanding of general technology infrastructure concepts.
Knowledge of how infrastructure supports business operations, particularly within a Shared Services model.
Experience managing client-based ticket tracking systems and facilitating client-facing issue review meetings.
Bachelor's Degree in a relevant field (e.g., Technology, Information Systems, or related discipline).

Benefits

Comp & perks

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Hard Skills & Tools

Incident Management ProtocolsTicket Tracking SystemsProcess ImprovementTechnology Infrastructure ConceptsQuality Reduction Management

Soft Skills

Effective Interaction with Senior-Level ClientsCredibility MaintenanceTeam CoordinationMeeting Facilitation

Certifications

Bachelor's Degree in TechnologyBachelor's Degree in Information Systems