Job ID Number

R6004

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As a Major Incident Manager, you will be responsible for leading the response to major incidents, ensuring a timely and effective resolution.

Job Description

We are looking for a Major Incident Manager to play a crucial role within the IT Service Desk, responsible for coordinating the response to major incidents that significantly disrupt normal service operations. This position will be full-time and remote . Must be available to work weekdays 3:00pm - 12:00am CST.

What You'll Do

Lead 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 contribute to Major Incident Managements meetings to facilitate communication and decision-making

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

Develop, maintain, and enforce majorincident managementprocesses and procedures in line with industry best practices

Ensure that all parties follow the establishedincident managementprotocols.

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

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 forservice improvement

Provide training and guidance to theservice deskand support teams on majorincident managementpractices

What You'll Need

Required:

Bachelor's degree inInformation Technology,Computer Science, or related field

Proven experience in ITincident management, with a focus on majorincident handling

Familiarity withIT Service Management(ITSM) frameworks, such as ITIL

Strong leadership andmanagerial skills, with the ability to manage cross-functional teams

Excellentcommunication 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 withITSM toolsand platforms

Ability to work weekends for on-call support (rotational)

Preferred:

ServiceNow ticketing experience

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

The pay range for this position is $100,000 - $115,000 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.?

#LI-AE1

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

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.