Easter Seals Jobs

Job ID Number

R3401

Employment Type

Full time

Worksite Flexibility

Hybrid

Job Summary

As the Manager Incident Manager, Manager, you will be responsible for oversee the MIM teams coordinated response to major incidents that significantly disrupt normal service operations. This role requires a combination of strong leadership, technical understanding, and excellent communication skills to manage incidents that may involve multiple stakeholders, including third-party vendors.

Job Description

We are looking for a Major Incident Manager to oversee the MIM teams coordinated response to major incidents that significantly disrupt normal service operations. This role requires a combination of strong leadership, technical understanding, and excellent communication skills to manage incidents that may involve multiple stakeholders, including third-party vendors . This position will be full-time and hybrid.

What You’ll Do

• Lead the MIM team in the response to major incidents, ensuring a timely and effective resolution

• Coordinate with IT teams, vendors, and stakeholders to diagnose and resolve complex issues

• Activate and chair Major Incident Management meetings to facilitate communication and decision-making

• Collaborate with various technical teams to diagnose and resolve incidents

• Ensure that all necessary resources are mobilized and that incident response efforts are well-coordinated

• Work with service continuity managers to invoke disaster recovery plans if needed

• Serve as the central point of communication during major incidents, providing regular updates to all relevant parties, including senior management

• Ensure clear and concise communication both internally and externally, maintaining a log of incident updates and decisions made

• Make critical decisions regarding incident response strategies and resource allocation

• Escalate issues to higher management when necessary to ensure timely resolution

• Develop, maintain, and enforce major incident management processes and procedures in line with industry best practices

• Ensure that all parties follow the established incident management protocols

• Serve as a primary point of contact for stakeholders during major incidents

• Provide regular updates on incident status, impact, and resolution plans to senior management and other stakeholders

• Manage relationships with internal and external stakeholders, including third-party service providers and vendors

• Escalate issues to appropriate levels of management as required.

• Conduct post-incident reviews to identify root causes and prevent future occurrences

• Compile incident reports and present findings to senior management with recommendations for service improvement

• Lead and motivate the MIM team, ensuring they are well-prepared to handle major incidents

• Provide training and guidance to team members on incident management best practices

• Ensure the team is prepared to respond effectively to major incidents

What You'll Need

Required:

• Bachelor's degree in Information Technology, Computer Science, or related field

• Proven experience in IT incident management, with a focus on major incident handling

• Familiarity with IT Service Management (ITSM) frameworks, such as ITIL

• Strong leadership and managerial skills, with the ability to manage cross-functional teams

Preferred:

• Excellent communication and interpersonal skills, with the ability to manage communications in a high-pressure environment

• Strong problem-solving skills and the ability to make decisions quickly

• Ability to coordinate complex incident responses involving multiple parties

• Good organizational skills and the ability to manage multiple tasks simultaneously

• Experience with ITSM tools and platforms

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.