Incident Management

Avtech solution; Philadelphia (Philadelphia County); On-site; USD 95,000 - 125,000; Full time

Job summary

A technology solutions provider is seeking an Incident Management leader in Philadelphia, PA. You will oversee Sev1 and Sev2 outages, directing teams, and ensuring prompt communication. The role requires any degree and involves tracking incidents and performance, distributing tasks, and generating reports. Strong leadership and organizational skills are essential for ensuring smooth operations. This role is critical for maintaining service quality across multiple shifts.

Qualifications

• Experience leading Sev1/Sev2 outages and coordinating cross-team response.
• Strong communication and incident reporting skills.
• Ability to drive on-call rotations and bridge management.

Responsibilities

• Leads all Sev1 and 2 outages, directing individuals and ensuring communication.
• Keeps track of all outages during the shift.
• Distributes tasks during the shift and tracks performance.
• Monitors alert queues and ensures incidents are closed or justified.
• Hands over the shift with all required updates.
• Monitors alert queue and directs agents to close incidents.
• Watches radiation board and trends to anticipate outages.
• Implements new processes or changes; provides feedback on quality and gaps.
• Generates shift performance reports; ensures all incidents are closed or justified.

Skills

Incident management

Leadership

Communication

Outage coordination

Education

Any Degree

Tools

SAMS

Job description

Hi,
This is Bavithra from AVTECH Solutions Inc. I have an open request for the position below. Please review the job description and let me know if you are comfortable with the role.

Job: Incident Management
Location: Philadelphia – PA

Job Description

• Leads all Sev1 and 2 outages – takes control, directs, redirects individuals, gets all required people on the bridge, is responsive and communicative
• Reviews SAMS verbiage and drives for it to be sent within 15 mins, tracks Brouha creation and all updates to it, drives LS individuals
• Keeps track of all outages (including Sev 3 and 4) during that shift
• Keeps track of left shift opportunities during outages
• Distributes individuals for various tasks during the shift including but not limited to bridge mgmt., reports, shift left activities etc and tracks their performance
• Validates reports that go out from the team
• Monitors the alert queue and pushes agents to work/close incidents
• Watches radiation board and any trends in alerts which may cause an outage
• Keeps track of alerts that are noise, automation tools usage
• Implements any new processes or changes in processes
• Provides feedback to individuals on quality, process gaps, performance etc
• Generates performance reports for the shift
• Ensures all incidents (Brouha and SI’s) opened by individuals in the shift are closed or have legitimate reasons for being open
• Hands over the shift to the next lead with all required updates

Qualifications

Any Degree

Additional Information

All your information will be kept confidential according to EEO guidelines.