Incident Manager/ Production Support

Southern Arkansas University; Alpharetta (GA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

In-depth training

Annual increase

Flexible benefits package

Ongoing training and support

Valuable industry experience

Job summary

A regional university is seeking an Incident Manager / Production Support Analyst to manage incidents and collaborate with teams globally. Responsibilities include incident management, advising on processes, and conducting reviews to enhance operational stability. Candidates should hold a Bachelor’s degree in a STEM field and possess strong communication and troubleshooting skills. The role offers in-depth training and career growth opportunities.

Qualifications

• GPA of 2.75 or higher required.
• Ability to manage high-stress situations.
• Understanding of large infrastructure technologies.

Responsibilities

• Provide team coverage for incident management.
• Advise on Incident Management and ITSM processes.
• Conduct post-incident reviews and drive change.

Skills

Communication skills

Troubleshooting

Organizational skills

Learning agility

Facilitation

Education

Bachelor's degree in computer science or related STEM subject

Tools

ITIL IT Service Management

Linux

Networking

Servers

Databases

Job description

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Incident Manager / Production Support Analyst

The Role

As a member of our pro‑active, pragmatic, and energetic team, you are in the unique position to interact with people and teams globally, across all levels of the Firm, and influence decisions that have a direct impact on operational stability.

A typical day would be to provide team coverage from 08:00 to 19:00 ET on a nine‑hour shift basis, and periodic on‑call coverage during bank holidays and weekends on a rotational basis, typically once every 10‑12 weeks, depending on team staffing. You would collaborate with the rest of the team to manage calls that focus around assessing business impact and/or technical remediation, ensuring that all participating teams are focused on impact remediation and providing timely incident communications to relevant stakeholders. The position requires thinking on one’s feet during high pressure situations, organizational and situational awareness, sound judgement and a strong analytical ability.

The role will also involve advising and consulting on processes related to Incident Management, Problem Management and Change Management, as well as the delivery of the other ITSM services. Following any significant incidents, team members will undertake post incident reviews, and follow up with the necessary stakeholders to review lessons learned and drive change that will bring additional stability to the Firm.

Outside of the role there are opportunities for educational, training and communication programs in technology, building relationships across IT, and numerous other ways to exemplify the Firm’s five core values.

What you’ll need

• Bachelor's degree in computer science or a related STEM subject (science, technology, engineering, math).
• A GPA of 2.75 or higher. We look for potential, not prestige, but it’s important that you enjoy pushing yourself to pick up new ideas.
• Communicate exceptionally in complex situations, in both verbal and written form, to all levels of the organization.
• Ability to drive your own learning, proactively identify gaps in understanding, and be open minded to feedback.
• Ability to facilitate conversations with large groups of geographically dispersed stakeholders.
• Ability to thrive and maintain calm in a variety of high‑stress situations.
• Ability to translate technical incidents into business terms.
• Enthusiasm to learn new technologies, make new contacts and influence the way IT operates.
• Excellent organizational skills, with the capability to manage multiple tasks simultaneously.
• Proven troubleshooting skills including a strong sense of commitment and drive towards incident resolution.
• Ability to develop close relationships with executives, departments, and leadership teams
• Understanding of the technology used in a large infrastructure environment would be advantageous (i.e. Linux, Networking, Servers, Databases, Web Infrastructure, Storage, Cyber).
• Understanding of data center infrastructure (i.e. Power, Cooling, Racking) would be advantageous.
• Understanding of ITIL IT Service Management.
• The right to work without needing visa sponsorship.

What you’ll get

• Receive in-depth training that has been created by industry experts who know your field inside out prior to starting your role.
• An annual increase to reflect your progress.
• A flexible benefits package.
• Ongoing training and support.
• Valuable industry experience. Ultimately, a foot in the door to build your career in an in-demand niche.

How to apply

• Apply via the form below and tell us a bit about you.
• Complete the online assessment (we’ll send you a link by email).
• Complete the interviews with our friendly talent team over phone and video.
• Lastly, interview with hiring manager

We take great pride in celebrating the diversity of each and every individual who contributes to making mthree the company it is today and will be in the future. We value diversity both within mthree and with our partner companies, and we're proud to provide an environment where all our colleagues can flourish. That means promoting a strong culture of equality but, most importantly, inclusion. We never want people to change - only add to the amazing mix of people that work for mthree.

Applicants must be currently authorized to work in the United States on a full‑time basis. The Company will not sponsor applicants for work visas.