Incident Manager

Key Responsibilities:

• Coordinate and manage Escalated Incident process activities for hosted customers.
• Drive standard execution of Incident Management and support KPIs and customer SLAs.
• Record, classify, and resolve incidents while associating them with related records (Changes, Problems, etc.).

Requirements:

• Minimum 2 years of experience in incident management.
• Strong understanding of IT Service Management (ITIL) processes within IT Operations.
• Knowledge of hyper-converged infrastructure, SDN, hybrid cloud, and Unix/Windows systems.

Work Environment:

• Remote, US-based position requiring participation in an on-call rotation.
• Collaboration across multiple time zones and teams.
• Long periods of sitting/standing in front of a computer using video technology.