Incident Manager

Triumph Financial; Dallas (TX); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Incident Manager to enhance their Major Incident Management team. This role involves overseeing the incident management process, swiftly restoring IT operations, and improving protocols through analysis of recurring incidents. Ideal candidates will possess a strong background in IT service management, excellent communication skills, and the ability to multitask effectively during high-pressure situations. Join a forward-thinking company that values innovation and teamwork, and contribute to their mission of becoming a market leader in financial technology.

Qualifications

• 3+ years experience in IT service management or similar roles.
• Strong knowledge of ITIL principles and incident management.

Responsibilities

• Oversee incident management process and coordinate resolution efforts.
• Report daily on incident progress and ensure closure of incidents.

Skills

ITIL Knowledge

Incident Management

Communication Skills

Problem-Solving Skills

Analytical Skills

Time Management

Education

Bachelor's Degree in Information Technology

Bachelor's Degree in Engineering

Tools

IT Service Management Platforms

Job description

TriumphX Incident Manager

TriumphX provides a concentration of technology and project management resources to members of the Triumph Financial portfolio of brands - TriumphPay, Triumph, and TBK Bank - via a shared service model. We're seeking top tech and project management talent to analyze, recommend, and build strategic solutions supporting Triumph Financial's mission to become a world-class, market-leading financial and technology company.

Position Summary

We are looking for a dynamic Incident Manager to join our Major Incident Management team. In this role, you'll oversee the incident management process to resolution, restoring our company's IT operations and services swiftly. You will also log and categorize recurring incidents to improve protocols.

To succeed, you should have excellent communication skills, a strong aptitude for technologies and procedures, and the ability to multitask and stay judicious during major incidents.

Key Responsibilities

• Oversee the incident management process and coordinate team members involved in resolving incidents.
• Prioritize incidents based on urgency and impact on the business.
• Respond to reported incidents and initiate the incident management process.
• Ensure closure of all resolved incidents and end-user confirmations.
• Report daily on the progress of problem reports.
• Guide support teams on incident processes.
• Contribute to monthly service reviews, including summaries of major incidents.
• Communicate with upper management regarding major incidents.
• Plan and coordinate activities for incident remediation within agreed timescales.
• Provide operational metrics such as Mean Time to Restore, Mean Time to Repair, aging, status, and root cause analysis.

Qualifications & Experience

• Bachelor's degree in information technology, engineering, or related field.
• Minimum of three years' experience in IT service management or similar roles.
• Strong knowledge of ITIL and IT service management platforms.
• Experience working with IT systems and applications.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to analyze technical data and work in a fast-paced environment.
• Strong problem-solving, analytical, and time management skills.

Work Environment & Additional Information

Reasonable accommodations may be made for individuals with disabilities. The work environment includes moderate noise levels typical of an office setting. Flexibility in working hours is required, with potential future support for 24/7 operations.

Physical requirements include sitting at a computer for extended periods, occasional stooping or kneeling, and light to moderate lifting. Regular attendance is expected.