CtrlS DataCenter - Operations Manager

Operations Manager

Job Description:

We are looking for a dynamic incident manager to join our IT department. In this role, you'll be in charge of leading the incident management process to resolution and restoring our company's provided IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols.

To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Incident Manager Responsibilities:

- Overseeing the incident management process and team members involved in resolving the incident.

- Responsible for driving conference bridge(s) and Managing communication for high priority incidents and any service disruption in infrastructure (P1/P2/P3) in 24-7 environment.

- Driving, developing, managing, and maintaining the major incident process and associated procedures.

- Preparing Daily, Weekly & Monthly reports.

- Responsible for transition of Infrastructure Operations shifts.

- Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.

- Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to higher leadership.

- 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:

- Bachelor's degree in information technology, engineering, or a related field.

- At least 12 + years' experience working in IT service management, or a similar role.

- Strong knowledge of IT service management software including ITIL and COBIT.

- Excellent knowledge, experience, & excellence within the specific area of Major Incident Management

- Experience working with IT systems and software such as Zabbix.

- Basic knowledge of Technologies, such as Networks, Windows, Linux, Virtualization and DB's.

- Excellent managerial skills and ability to collaborate with team members.

- Ability to analyze a high volume of technical data and work in a fast-paced environment.

- Strong problem solving, analytical, and time.