Critical Incident Team Member
Remote
Job Summary
Manage the lifecycle of unplanned interruptions, malfunctions, and quality reductions by following incident management protocols to restore services quickly. Serve as the primary point of contact for Severity 1–5 incidents, leading client status meetings, reporting issues to upper management, and coordinating between clients and internal operations. Plan, coordinate, and monitor the issue management process while ensuring timely technical responses and escalating unresolved matters to meet Service Level Agreements. Conduct root cause analysis, implement permanent corrective actions, and initiate post-incident reviews to share lessons learned. Identify client pain points during interactions, capture business opportunities, and partner with leadership to refine actionable service offerings aligned with Origin's capabilities.
Required Qualifications
- Experience managing the lifecycle of unplanned interruptions, malfunctions, and quality reductions
- Knowledge of incident management protocols
- Ability to follow incident management protocols
- Experience reporting deviations to a Critical Incident Manager or Operations Lead
- Experience ensuring timely response from technical and operations staff
- Experience addressing and resolving incidents
- Experience escalating unresolved issues to meet Service Level Agreements (SLAs)
- Experience conducting root cause analysis
- Experience implementing permanent corrective actions
- Experience initiating, scheduling, and conducting post-incident reviews
- Experience sharing lessons learned with stakeholders
- Experience supporting security reviews and audits related to the Incident Management process
- Experience contributing to continuous improvement efforts
- Experience reviewing and enhancing process performance, policies, procedures, and supporting technologies
- Experience scheduling and leading client update meetings
- Experience managing ticket resolution
- Ability to serve as the primary point of contact for Severity 1–5 incidents
- Experience minimizing the impact of service issues on client operations
- Experience maintaining strong client relationships
- Experience anticipating future needs and revenue opportunities
- Experience identifying client pain points and emerging needs
- Experience assessing potential business impact
- Experience capturing opportunities on the New Business Opportunity Intake Form
- Experience sending opportunities to the Executive team
- Experience partnering with leadership to refine identified opportunities into actionable service offerings
- Experience promoting a culture of revenue awareness
- Experience scanning for value-add opportunities that strengthen client partnerships
- Experience supporting company growth
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