Jr. Incident Manager

Insight Global; United States; Remote; USD 54,000 - 60,000; Full time

Job summary

Insight Global is seeking an Incident Manager to oversee operational incidents for a major streaming service. This fully remote role requires overseeing incident management activities and collaborating with technical teams to maintain system performance and availability in a high-paced environment.

Benefits

Medical insurance

Vision insurance

401(k)

Qualifications

• 3+ years within an operation Incident Management role.
• Experience with Ticketing Systems (preferably ServiceNow).
• Strong understanding of ITSM processes.

Responsibilities

• Monitor operations and manage production incidents during shifts.
• Ensure incidents are logged and resolved promptly.
• Conduct post-incident reviews and communicate with executives.

Skills

Analytical Skills

Organizational Skills

Problem-Solving

Communication Skills

Job description

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This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$26.00/hr - $27.00/hr

Pay Rate: 26-27/hr

Must Haves

3+ years within an operation Incident Management role Experience working within a Ticketing System (Preferably ServiceNow)

Strong understanding of ITSM process, cloud computing, software deployments, and change rollbacks

Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives

Strong analytical, organizational, and problem-solving skills

Plusses

Experience with ServiceNow Experience working within the media, entertainment, television, and/or streaming industry

ITIL Foundation Certification or higher

Day-to-day:

Insight Global is seeking out an Incident Manager to sit FULLY REMOTE for a large streaming service. This incident manger will be joining a team of 20+ other incident managers handling the operations, networks, infrastructures, and incident communications. This person will provide eyes-on-glass monitoring from within the Direct-to-Consumer product offerings to ensure system availability and will manage any production incidents that occur during their shift. This individual will lead/assist in recovery and process actions on emergency bridges and ensure that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact. This person will take ownership of their assigned incidents starting from inception, resolution, all the way to final problem investigation. The Incident Manager will ensure all incidents receive a post incident review, intended to identify systemic and root cause that requires resolution once the immediate impact is remediated. This person will be working closely with the digital network operations team where they will flip it into recovery and engage the IM team and gather all details of the issue (when it started, what is the impact, viewership). The IM will be responsible for analyzing the viewership data against the metrics to classify the level of severity of the incident. From there, the IM will run through all the aspects of the incident, log it into the ServiceNow system, get on a conference bridge with the fix agents to engage all fixes, track the timeline, and then send out all communications of the incident to the executives. The teams then will begin to troubleshoot the issue (source, internal networks, networks impacted, reception feed interruptions) and document all the communications in laymans terms (exact issue, who was engaged, who mitigated the issue, how was it resolved) and send it up to the executives through ServiceNow. 40% of their day will be spent handling the incidents. The remaining 60% will be spent handling the day-to-day tasks such as troubleshooting, configuring of infrastructures, monitoring networks, and monitoring the availability and performance of the end-to-end systems. This is a very fast paced, high intensity environment so these candidates need to have strong problem-solving abilities, superb customer service skills, with the ability to adapt and pivot in high stress situations.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Staffing and Recruiting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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