Incident Manager

Ultima; United States; Remote; USD 51,000 - 82,000; Full time

Job summary

A leading company in IT Services is seeking an Incident Manager to enhance their incident management processes remotely. The ideal candidate will lead a team, prioritize incidents, and ensure swift resolution while collaborating with management. A strong focus on communication skills and attention to detail is required, with room for learning and development in a flexible environment.

Qualifications

• Strong verbal and written communication skills are needed.
• Proactive approach and attention to detail are emphasized.

Responsibilities

• Oversee the incident management process and ensure effective resolution.
• Log all incidents and prioritize according to urgency.

Skills

Time management

Attention to detail

Proactive monitoring

Fast problem-solving

Communication skills

Education

ITIL qualifications

Job description

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Internal Recruiter - Ultima Business Solutions

Location: Remote

Shift pattern: Mon – Fri - Pacific Hours regardless of location

The Role

We are looking for a dynamic incident manager to join our Team, providing services to a global company.

In this role, you will be in charge of leading the incident management process to resolution and restoring the client's IT operations swiftly. You will also log and categorize.

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

Incident Manager Requirements

· Time management and organisation

· Attention to detail.

· Proactive monitoring of platforms

· Incident and Change Process

· Clear and positive thinking

· Fast problem-solving and analytical skills

· Empathy for customers and the ability to listen to their needs.

· Strong verbal and written communication skills

· Ability to collaborate with the technical support team.

· An eagerness to learn new technologies and systems.

· Enthusiasm for continuous learning and improvement – there will be a lot to learn as our business develops and grows.

· An understanding of website development/hosting basics is an advantage but not essential.

Technologies (Not essential but a good to have).

· ITIL qualifications.

Our Commitment to You

We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.

Not sure you meet every single requirement?

People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.

Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Information Technology

• Industries

  IT Services and IT Consulting

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