R3403Employment TypeFull timeWorksite FlexibilityRemoteJob SummaryAs the Major Incident Manager you will play a crucial role within the IT Service Desk, responsible for coordinating the response to major incidents that significantly disrupt normal service operationsJob DescriptionWe 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 .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 major incident management processes and procedures in line with industry best practices
Ensure that all parties follow the established incident management protocols.
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
Provide training and guidance to the service desk and support teams on major incident management practices
What You'll NeedRequired:
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
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 StatementIf 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 StatementIt 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.
