Major Incident Manager

AHEAD is seeking a self-motivated Critical Incident Manager with deep customer service and service delivery skills to join our Managed Services group. The ideal candidate is one who can take charge in high stress situations and provide direction to Managed Service technical teams to drive expeditious resolution of incidents.

Requirements

• College degree in information technology, engineering or a related field and/or equivalent experience.
• Minimum of 7+ years’ experience in IT, Managed Services and/or ITSM Operations.
• Minimum 3 years’ experience managing major incidents in complex environments.
• Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred.
• Proficient knowledge of ITSM tools and systems; ServiceNow experience preferred.
• Full familiarity with ITSM knowledge base maintenance and process documentation.
• High level of oral and written communication skills to communicate effectively with all stakeholders.
• High level of IT service delivery and customer service skills.
• Proficient at organizing documents and prioritizing work.
• Ability to think and act both strategically and tactically.
• Self-motivated; ability to work under minimal supervision.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k)
• Paid company holidays
• Paid time off
• Paid parental and caregiver leave