IT Incident Manager

We’re looking for colleagues who are ready to Think Big, Go Fast, Deliver Awe, and Win Together. These core values embody our diverse and inclusive culture and help us live out our mission of “getting people the care they need when they need it.” Over the last 30 years, our company has established itself as the market leader in managed care for the workers’ compensation industry. We are committed to making a positive impact in the lives of the injured workers we serve, and we have fun doing it.

Salary Range: 86,000.00 - 141,800.00 Salary
Salary may vary based on location, years of experience, qualifications, and skill set.

Benefits Summary:
In return for your commitment to our company’s mission, we offer a vast array of benefits to help support the whole you.

• Opportunities to work from home
• Competitive wages with opportunities to earn annual merit increases
• Paid development hours to use for professional and community development!
• Generous paid time off, 8 company holidays, and 2 floating holidays per year
• $1,000 Colleague Referral Program
• Enterprise Recognition Program rewarding colleagues for their extraordinary work
• Exclusive discounts on travel, activities, and merchandise via work discount program
• Colleague Assistance Program that provides free counseling and financial services
• Tuition Reimbursement Program including certifications
• Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions
• Medical, dental, and vision insurance
• Pre-Tax FSA and HSA health savings accounts
• 401(k) matching
• Company paid life insurance
• Company paid short term and long-term disability
• Referral program
• Healthcare concierge
• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.

GENERAL DUTIES & RESPONSIBILITIES:

• Solves complex problems with information technology software and hardware.
• Maintains incident logs and processing incident reports for review with upper management.
• Coordinates with business and IT units to understand impacts of incidents to assist in defining levels or urgency and response.
• Determines required resources for each situation and identifies who is responsible for attempting various resolution steps.
• Determines the correct response, who should respond and how the teams will coordinate based on impact.
• Conducts briefings with supervisors and leadership to provide updates on the status of an incident and information on how it will be resolved or workarounds that can be put in place.
• Establishes communications and development of escalation procedures with the Service Desk and maintaining the Opsgenie tool.
• Provides training for technical support teams and users.
• Identifies continuous improvement opportunities of incident management response and resolution procedures.
• Develops and guides the creation of knowledge articles that can reduce recovery times.
• Performs analysis and reporting of incidents, problem, and availability.
• Works odd hours when required to support incident resolution.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in technical discipline or related field or the equivalent combination of education, training, or work experience.
• Three or more years of experience working in IT service management or similar role.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Strong knowledge of IT service management frameworks such as ITIL and/or COBIT.
• Experience working with IT systems and software such as SolarWinds, Dynatrace, and Nagios.
• Knowledge of programming languages, Linux, Windows, database, telecom, and networking.
• Strong interpersonal skills and the ability to collaborate with team members.
• Ability to analyze a high volume of technical data.
• Excellent multi-tasking skills and is able operate effectively in a fast-paced, dynamic environment.
• Strong problem solving, analytical, and time management skills.
• Aptitude for picking up new technologies and procedures.
• Ability to exercise sound judgment.

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:

• For roles located in office or home settings, this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
• For roles located in the field, this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.
• The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).
• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.
• The work environment utilizes florescent lighting; noise level is moderate.
• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.
• Please be advised this job description is subject to change at any time.