Incident Manager

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. Strong analytical, problem-solving, and communication skills are required to effectively lead during critical situations.

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 escalate 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 the 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.

Qualifications

• Proficiency in ITSM (IT Service Management), including incident management, documentation, and hardware
• Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, NOC (Network Operations Center), SOC (Security Operations Center), 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
• 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 project management skills
• Good analytical and problem-solving skills
• Good interpersonal skills to interact with customers and team members
• Good leadership and organizational skills
• Good communication skills
• Good skills in managing to 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: Considering applicants who live within a 30+ mile radius of Gold River, California who are able to work onsite 2 days per week. 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 offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Pay and Benefits

• Including, but not limited to, 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.

About Gainwell

Gainwell Technologies is an Equal Opportunity Employer, where 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, but not limited to, 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.”