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IT Incident Manager

Greenlight Professional Services

Richfield, OH

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
8D, Amazon Web Services (AWS), Cloud-Based Hosting, Communication Skills, Continuous Improvement, Cross-Functional, Event Management, Incident Management, Incident Response, Information Assets, Information Technology & Information Systems, Interpersonal Skills, Microsoft Office, Microsoft Project, Multitasking, Problem Solving Skills, Process Improvement, Project Management Certification, Project/Program Management, Risk Management, Team Player, Travel Industry, Willing to Travel
LOCATION
Richfield, OH
POSTED
30+ days ago
Summary Responsible for end-to-end management of incidents or events within the organization’s IT infrastructure or key functions of the business. Coordinate incident response efforts while managing to minimize downtime and business impact and providing stakeholder and cross-functional team communication. Conduct 8D or similar post-incident reviews to minimize the risk of reoccurring incidents. Manage action items and communication from the post-incident reviews. Drive rapid continuous improvement where applicable. Duties and Responsibilities 1. *Lead end-to-end management of each incident or event. 2. *Coordinate incident response efforts during the incident as well as post-incident. 3. *Keeps multiple management teams and business stakeholders aware of incident status and escalations. 4. *Lead and project manage the post-incident review utilizing tools such as 8D, 3L5Y (3 levels 5 Whys). Project manage the action items and completion of those items identified. 5. *Continually look for and recommend process improvement opportunities for implementation. Utilize the Rapid Continuous Improvement (RCI) library of resources to identify and implement improvements. 6. *Ability to work as needed on weekends and/or after-hours depending on the severity and/or time of the incident. 7. *Coordinate with the IT project manager(s) to determine timelines and resource availability for post-incident review tasks. 8. *Coordinate efforts with all of IT as well as all SBS Associates to ensure that the information assets of the Company and the commercial clients are protected at all times. 9. Perform other duties as assigned. Job Qualifications • Bachelor’s degree is preferred. • 5+ years of experience is required. • Project Management certification is desired. § Ability to build, assemble and direct teams, proactively pursue opportunities and issues, providing the team with necessary product and IT technology information to direct the team's efforts to bottom line results. § Excellent planning, project management, and implementation skills. § Must thrive in a fast-paced, multi-tasking, results focused environment. § Proficient with Microsoft Office Suite, especially Microsoft Project. § Extensive knowledge of and technical experience with cloud hosting and services; specifically, AWS § Excellent interpersonal and communications skills and ability to collaborate with clients, technical staff, and vendors. § Proven ability to communicate on a Business and IT technical level. § Excellent problem solving and consultative skills. § Must be a collaborator with a cheerful outlook, enthusiasm, initiative, sense of urgency, and be self-motivated. § Ability to travel to remote company locations or for other business-related needs as required.

About the Company

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Greenlight Professional Services