Major Incident Manager

AHEAD is seeking a self-motivated Critical Incident Manager to join our Managed Services group. The role is responsible for managing high severity incidents, communicating with senior management and key client stakeholders, and improving the incident management process.

Requirements

• Minimum 7+ years' experience in IT, Managed Services and/or ITSM Operations
• Minimum 3 years' experience managing major incidents in complex environments
• ITIL v4 Foundations Certification
• 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