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Incident Manager


Ensono is looking for an Incident Manager to join its Operations team. The Incident Manager (IM) manages the Critical Incident process, overseeing service restoration or impact reduction. The IM ensures timely escalation and engagement, manages outage communications, and supports root cause analysis. This position will ensure that all critical incidents are identified, triaged and resolved. Additionally, this position will be responsible for ensuring that all root cause analysis is documented for critical incidents and delivered to the respective Product owners.

Some of the things you will you be doing:
Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations
Initiate, manage and lead a conference call of relevant parties (subject matter experts, team members)
Provide a verbal summary of the business impact and urgency of the incident to call participants
Provide to the technical bridge participants specific details of the incident with steps to reproduce, if possible.
Document Troubleshooting steps taken and their results, to avoid repeating the same tests.
Ensure the Ensono Incident Management communication process is followed, so that communications occur in accordance with business expectations.
Manage each incident through to resolution.

What technical skills, experience, and qualifications do you need?
Excellent verbal and written communication skills in English; the ability to communicate clearly and confidently on conference calls, in meetings, via email, etc. at all levels of the organization is essential.
Ability to quickly assess/triage the nature of a reported problem
High-level knowledge of overall system infrastructure and applications
Strong organizational skills and the ability to effectively manage multiple tasks simultaneously.
Demonstrate a structured approach to problem solving; logical and methodical.

Required Skills
Business focus – demonstrate the ability to learn and understand the business and financial impact of an incident and articulate it to create a sense of urgency
Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.
Able to translate technical incidents into business terms.
Able to facilitate conversations with large groups of remote people.
Strong understanding of ITIL and Incident Management practices.
5+ years of experience in an Enterprise 24×7 Network Operations Center or Production Support environment required _OR_
5+ years Customer Service experience, Incident and Problem Management required.
Customer focus and ownership – displays initiative and a proactive approach to work.
Experience working in large and complex operations environments.
Exposure and familiarity with change, problem and release management.
Four year College degree in a technical field or equivalent experience

Desired Skills
Technical experience in network and server administration, including hands on experience.
Experience with monitoring technologies.
Web, IAM and Cloud experience a plus.


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