Critical Incident Manager

Overview

Fairview is looking for a Critical Incident Manager to join our IT department! This role is a manager level role responsible for responding to critical incidents when they occur and take any vital steps to restore service and return the business to normal operations as quickly as possible. This includes leading Fairview IT’s P1/P2 calls coordination of disturbances, communicating impact with IT staff and the business, repairing problems, and raising concerns  to second level support or management.

 

Through time this role will understand the reported symptoms and the extent of the disruption and resolve level of vitality to apply to the resolution of the issue. This will resolve ticket priority/criticality, establish SLA expectations for response/resolution time and settle processes and resources will be used to resolve the issue.

 

This position is approved for 80 hour every two weeks, requires as needed weekend help for critical events, and is benefit eligible! Some of the benefits we offer at Fairview include medical insurance - as low as $0, dental insurance - also a $0 option, PTO (up to 24 days per year starting), and 403B with up to a 6% employer match; click here to learn more.

Responsibilities

Job Expectations:

• Overall responsibility and authority during a critical incident
• Coordinate and advise all facets of the occurrence response efforts
• Under supervision implements defined procedures and identifies changes to fulfill roles in Event, Incident, Problem and Change management processes
• Work with alerting & assisting teams to pro-actively avoid high priority issues and raise concerns within support organization as needed
• Coordination between multiple teams from IT infrastructure to application management and engineering for effective resolution
• Professional communication on major incidents to internal & external customers
• Daily report out of critical incidents (P1/P2) to IT staff
• Lead and verify system performance, capacity, and major incidents from identification to service restoration and closure
• Follow procedures and operator instructions for monitors and system health checks. Complete documentation as it relates to system configuration, inventory, data mapping, processes, and service records.
• Document and supervise requests/problems and actions ensuring timely resolution.
• Run the ServiceNow service management ticketing system. Accurately log events and issues and route to appropriate next level support team providing the correct level of technical detail to enable them to continue to analyze the problem and work to resolve it in a timely manner.
• Initiate the incident management process including engaging technical and leadership staff, documenting, and presenting status during the incident lifecycle.
• Provide on-call rotation; after hours, weekend, and holiday support when required. 

Organization Expectations, as applicable:

• Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served
• Communicates in a respective manner.
• Ensures a safe, secure environment
• Finishes the required learning relevant to the role
• Follows and maintains knowledge of all relevant laws, regulation, policies, procedures, and standards.
• Develops improvement, efficiency, and innovative thinking.
• Other duties as assigned

Qualifications

Required

 

• Bachelors in a technology related program or related work experienc and 5 years of IT operations or related experience and working with high severity incidents
• Handling conference calls or incident resolution meetings

• Excels in high stress situations with the ability to act with urgency while maintaining composure and professionalism during critical situations

• Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies
• Pattern and dependency recognition: identifying issues based on patterns and events
• Experience working Compliance, Remediation Assessment, Customer Service, Change Management, Process Improvement, Vendor Management and Documentation.
• General knowledge of major operating systems (Windows, Unix/Linux, and management software - ServiceNow)
• General IT troubleshooting experience (Service Desk, Network)
• Oral, written communication, prioritization and problem-solving skills
• Team oriented with excellent networking skills, and exposure to handling multiple vendors
• Experience in Microsoft Office Suite

Preferred

 

• Bachelor’s degree in IT field
• Experience handling severe incidents for a medium to large IT organization
• Experience solving network connectivity issues
• Knowledge and experience with IP issues, TCP/IP, DNS, ping, trace route
• Understanding of application performance and availability monitoring
• Experience using network monitoring systems such as SolarWinds Orion or relevant experience

EEO Statement

EEO/AA Employer/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status

Salary : $0