Manager, Production Support Services / Incident Management
$54,300–$145,860 year
RemoteUnited States
Job Summary
Develop and refine incident response strategies aligned with organizational goals while creating plans that anticipate emerging threats. Lead and mentor incident response teams through post-incident reviews, conducting thorough root cause analyses and collaborating closely with problem management. Coordinate effective responses to infrastructure and application incidents, prioritizing and escalating based on impact to ensure resolution within SLA targets. Foster a culture of proactive detection and rapid recovery by integrating lessons learned into process improvements and training staff on predictive modeling. Champion AI technologies to transform incident management practices and host sessions evaluating effectiveness across the organization. Maintain clear communication with all stakeholders from engineers to executives throughout the lifecycle. Availability for on-call rotations during evenings and weekends is required.
Required Qualifications
- 7+ years of IT experience (Network Architecture, Security, Technical Support level 2 -3, or IT Project Manager)
- 5+ years in incident and problem response roles
- Availability for on-call rotations during evenings and weekends
- Bachelor's degree in IT, IS, InfoSec, Computer Science, or related field
- Equivalent experience may be considered in lieu of a degree
Desired Qualifications
- 5+ years using ITSM tools preferred is ServiceNow
- Familiarity with frameworks like ISO/IEC 20000, ITIL, OSI, Kepner Tregoe, NIST, ISO 27001
- Expertise in ServiceNow (Incident, Problem, and Major Incident Modules)
- Strong verbal and written communication skills
- Ability to lead extended incident calls
- Experience in root cause analysis and data collection
- Comfort with ambiguity and conflict resolution
- Customer-focused with strong peer relationship-building skills
- Knowledge of UNIX, Linux, Microsoft systems, and network infrastructure
- Skilled in incident analysis using 5 Whys and People-Process-Technology models
- Certifications such as CCNA, CISSP, CISM, GIAC, RHCE, MCSE are a plus
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