Shift Manager - Incident management

Dicetek LLC; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as an Incident Management Shift Manager, where your expertise in ITIL processes and incident management will be crucial. In this role, you will oversee critical incidents, ensuring timely resolutions and maintaining high service quality. Your problem-solving and communication skills will shine as you work under pressure in a dynamic 24/7 environment. This position offers a unique opportunity to make a significant impact in operational support and service delivery, ensuring seamless operations and minimal disruptions. If you're ready to take on this challenge, we want to hear from you!

Qualifications

• Strong understanding of ITIL processes with ITIL certification preferred.
• Proven experience in incident management in high-availability environments.

Responsibilities

• Manage incidents effectively to ensure timely resolution within SLAs.
• Oversee incident management activities during assigned shifts.

Skills

ITIL Processes

Incident Management

Problem-Solving

Communication Skills

Coordination Skills

Pressure Management

Education

Bachelor's in Computer Science

Job description

Mandatory skills

• Strong understanding of ITIL processes, with ITIL certification preferred.
• Proven experience in incident management, particularly in high-availability environments.
• Excellent problem-solving, coordination, and communication skills.
• Ability to work under pressure and manage critical incidents effectively.
• Flexibility to work in a 24/7 shift environment, including weekends and holidays, as per business needs.

Desired Skills

ITIL Certification

Roles & Responsibilities

The Incident Management Shift Manager is responsible for managing incidents effectively to ensure timely resolution within agreed SLAs, maintaining service quality, and ensuring alignment with integrated ITIL processes. The role requires overseeing incident management activities during assigned shifts, including outside business hours, to minimize operational disruptions and provide consistent support.

Overall years of experience

13+

Relevant years of experience

8+

Industry & Education background

Computer Science