Incident Manager

AYR Global IT Solutions Inc; Philadelphia (Philadelphia County); On-site; USD 90,000 - 110,000; Full time

Job summary

A national staffing firm is seeking an Incident Manager in Philadelphia to oversee incident management for new and existing products. This position requires a Bachelor's degree and 7+ years in the tech industry, focusing on ITIL practices and customer service. The role involves managing incidents, ensuring timely resolutions, and documenting analyses for high severity issues, while working in a 24/7 operations environment. Candidates should be open to working weekends and holidays.

Qualifications

• 7+ years of tech industry and customer service experience.
• Strong understanding of ITIL and Incident Management practices.
• Experience in a 24/7 operations environment.

Responsibilities

• Manage incidents for new and existing products.
• Ensure incidents are triaged and resolved within SLA guidelines.
• Document root-cause analyses for high severity incidents.

Skills

Incident Management

Root Cause Analysis

Unix/Linux

Monitoring Technologies

Customer Service

Education

Bachelor's degree in Computer Science, Engineering, Business or related field

Job description

AYR Global IT Solutions is a national staffing firm focused on cloud, cyber security, web application services, ERP, and BI implementations by providing proven and experienced consultants to our clients. Our competitive, transparent pricing model and industry experience make us a top choice of Global System Integrators and enterprise customers with federal and commercial projects supported nationwide.

Job Description

Job Title: Incident Manager (supporting Rogers X1 syndication)
Location – Philadelphia
F2F interview required

Qualifications

Crucial part of the Production Support team which is responsible for managing incidents for new and existing Products. This incident manager is responsible for ensuring that all incidents are identified, triaged and resolved within SLA guidelines. Additionally, this position will be responsible for ensuring that all root‑cause analysis is documented for high severity incidents and delivered to the respective Product owners. This position will interface with various operations teams to bring quickly and timely resolutions to incidents. Work is performed in a 24/7 operations environment. Must be available to work weekends and holidays on an on‑call basis. Bachelors degree in Computer Science, Engineering, Business or related field or equivalent work experience is required. Typically has 7+ years of tech industry and/or work experience in Customer Service, Incident and Problem Management functions and strong understanding of ITIL and Incident Management practices. Experience with monitoring technologies. Experience working in a large (1000+ server) and complex operations environments. Must have background in supporting Unix/Linux env's as opposed to MS.

• Network and/or Systems backgrounds
• Experience in Monitoring (tracking the health of infrastructure they manage)
• Root Cause Analysis
• Solid understanding of the workflows of the infrastructure they have worked in

The hiring team is looking for diverse technical backgrounds to make the team well-rounded as a whole. A successful IM is one that can understand how different components interact to make up the overall environment. They must also be able to express this understanding to upper management as well as engineering teams.

Additional Information

If anyone might be interest, please share your resume at smalik(at)ayrglobal(dot)com or you can directly contact me at 630-444-7490