Incident Manager at Netrix Global

About The Opportunity

Netrix Global is seeking an  Incident Manager  for the Managed Services - Site Operations department. The Incident Manager will be responsible for helping the team in keeping our customers' applications running at peak performance, and be the first point of contact to external worldwide customers. Also, you will be helping to identify, analyze and resolve first-tier technical issues on large-scale productive platforms. Candidates for this position must be customer-focused, embrace an entrepreneurial spirit, and be hands-on. This role will report to the Manager, Site Operations.

How You Will Make An Impact

• Incident Response: Managing and coordinating the response to incidents within an organization.
• Incident Triage: Assessing the severity and impact of incidents to prioritize response efforts.
• Incident Communication: Communicating with stakeholders, including senior management, affected teams, and customers, to provide updates on the incident and its resolution progress.
• Incident Investigation: Conducting thorough investigations to understand the root cause of incidents and identify preventive measures.
• Incident Documentation: Ensuring accurate and detailed documentation of incidents, including timelines, actions taken, and resolutions achieved.
• Incident Escalation: Escalating critical incidents to appropriate teams or management when necessary.
• Incident Coordination: Coordinating resources, both internal and external, to resolve incidents efficiently.
• Incident Resolution: Leading and overseeing the resolution process, ensuring that appropriate actions are taken to mitigate the incident's impact and prevent recurrence.
• Post-Incident Review: Conducting post-incident reviews to analyze the response process, identify areas for improvement, and implement corrective actions.
• Incident Management Process Improvement: Continuously improving incident management processes, tools, and workflows to enhance efficiency and effectiveness.
• Incident Management Training: Providing training and guidance to incident response teams and stakeholders to ensure they are equipped to handle incidents effectively.
• Incident Reporting: Generating incident reports, metrics, and dashboards to track and communicate incident trends, performance, and improvements to stakeholders.
  
  

What You Will Bring To The Table

• Knowledge of ticketing tools (Jira - Remedy - ServiceNow - etc)
• Documenting skills
• Overall technical knowledge (Infra - Cloud)
• Strong ITIL concepts (Change - Incident - Problem)

About Us

At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!   

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.  

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.  

At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.  

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go to  www.netrixglobal.com