Job Description

Summary An Incident Manager is responsible for identifying, analyzing, and resolving technical issues that disrupt operations in a timely manner, verifying business continuity by coordinating response teams, communicating updates to stakeholders, and implementing processes to prevent future incidents. This role requires strong analytical, problem‑solving, and communication skills to effectively lead during critical situations. Your role in our mission Lead the incident management process and oversee team members involved in resolving incidents. Quickly detect service disruptions, assess their impact, and escape critical incidents to the appropriate teams. Assemble and lead cross‑functional teams to investigate, diagnose, and resolve incidents, assigning tasks and managing resource allocation. Provide clear and timely updates to stakeholders regarding incident status, mitigation efforts, and resolution timelines. Conduct post‑incident reviews to identify root causes of incidents, develop preventative measures, and improve future response strategies. Develop, document, and maintain incident management procedures, including escalation protocols and best practices. Track incident metrics, analyze trends, and generate reports to identify areas for improvement and inform decision‑making. Work closely with Infrastructure, operations, and support teams to resolve incidents efficiently. Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, NOC, SOC, client‑facing, Cloud, AWS, and SharePoint. Create reports as required to establish that all required SLAs are being met for the project. What we're looking for Bachelor's degree or equivalent combination of education and experience. Bachelor's degree in business administration, engineering, information systems or related field preferred. Nine or more years of support services, project, or program experience. Experience working with the technology industry. Experience working with company products and operating systems. Experience working with AWS services, architecture, and operational best practices. Other Qualifications Good analytical and problem‑solving skills. Good interpersonal skills to interact with customers and team members. Good leadership and organizational skills. Good skills in managing contracts and budgets. Good relationship‑building skills. Ability to work in a team environment. Willingness to travel. Requires 24/7 on‑call availability to manage and resolve critical incidents as they arise. What you should expect in this role HYBRID ROLE: Applicants who live within a 30+ mile radius of Gold River, California and can work onsite 2 days per week will be considered. May require additional onsite to attend meetings and collaborations in the office as needed. Weekend and evening work. Opportunities to travel through your work (0–10%). Video cameras must be used during all interviews, as well as during the initial week of orientation. The pay range for this position is $80,000 – $115,000 per year; however, the base pay may vary based on geographic region, internal equity, job‑related knowledge, skills, and experience. All salaried, full‑time candidates are eligible for a generous, flexible vacation policy, 401(k) employer match, comprehensive health benefits, and educational assistance. We also offer a variety of leadership and technical development academies to help build your skills. Gainwell Technologies is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include all forms of pay, including salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits. #J-18808-Ljbffr

Job Tags

Similar Jobs