Incident Manager (Global Incident Management) - Assistant Vice President
$78,000–$120,500 year
HybridJacksonville, Florida, United States
Job Summary
Monitor and ensure effective management of major IT incidents while acting as the central point of senior escalation for the US region. Lead and develop the regional team, managing performance objectives and collaborating with global stakeholders to enforce Incident Management processes and governance frameworks. Drive strategic change and implement service improvements to minimize service disruption during high-impact events. Participate in the weekend management on-call escalation rota to support 24/7 operations. This role requires advanced ITIL knowledge and the ability to communicate technical information simply to senior leadership.
Required Qualifications
- Advanced experience in managing a Major Incident team
- In-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
- Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function
- Managing diverse global stakeholders
- Proficiency in communicating with senior leadership and technical teams
- Ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events
- Adopting calm, controlled, and rational, especially in high demanding situations
- Excellent communication skills
- Ability to articulate technical information into simplified language
- Demonstrating strong analysis and problem-solving skills
- Excellent written and verbal communication at all levels
- Strong strategic thinking
- Aligning practices with global objectives
- Driving continuous service improvement
- Work in the Jacksonville, FL office
- Participate in the weekend management on call escalation Rota
Desired Qualifications
- Excellent Stakeholder engagement skills
- Excellent communication with both written and verbal skills
- Ability to articulate technical communications into business language
- Excellent leadership skills
- Self-motivated
- Ability to operate in a critical fast-paced environment
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