We are seeking an experienced Incident Response Manager to oversee and coordinate the management of high-priority IT incidents. While this role does not directly manage personnel, it requires strong leadership and communication skills to effectively guide incident resolution efforts.
The ideal candidate will have a strong background in Microsoft Teams as a primary incident communication platform and experience managing major incident communications (P1/P2).
Key Responsibilities:
- Lead and facilitate response efforts for high-severity incidents impacting critical systems or large user groups.
- Establish and manage Microsoft Teams channels, “war rooms,” and notification workflows during incidents.
- Ensure clear, timely, and accurate updates throughout the incident lifecycle.
- Monitor infrastructure and applications using tools such as Pingdom and WhatsUp Gold.
- Identify potential service disruptions and promptly initiate incident response procedures.
- Escalate issues according to established severity and escalation paths.
- Draft and deliver effective written and verbal communications during incidents.
- Collaborate with situation managers to verify and distribute accurate updates.
- Translate complex technical issues into clear, actionable information for non-technical stakeholders.
Qualifications:
- Minimum 3 years of experience in an Incident Management role
- Proven hands-on experience leading incident resolution efforts.
- Expert-level proficiency with Microsoft Teams, including channel setup, war room management, and structured communication.
- Solid understanding of IT infrastructure and incident response processes.
- Experience with ServiceNow (organization will transition to this platform in the near future).
- Familiarity with monitoring tools such as Pingdom and WhatsUp Gold.
