This role will be responsible for managing incident response for the enterprise. This role priority is to guide an incident to its resolution as quickly and as completely as possible, managing the response team, driving the action plan, and providing communication throughout the process.

Key duties include setting up communication channels, inviting the appropriate resources to those channels during an incident and training team members on best practices. This role is also responsible for assigning roles as required by the incident. In addition, this role will be responsible to diagnose production incidents, improve time to resolve and prevent incidents. This role will require cross-functional coordination and will focus on the entire end-to-end customer experience to reduce/prevent negative customer impacts, save revenue, reduce cost and improve customer satisfaction.

What You'll Do

• Coordinate and partner with business subject matter experts to document existing "as is" business processes and the relationship with existing case management systems.
• Immediately respond to major incidents impacting applications (Priority 1, Priority 2 & Priority 3). Determine the nature, scope, and cause of incidents including root cause analysis.
• Set up and drive communication channels during an incident. Outline next steps and backup plans throughout the incident. Participate in Post Incident Review (PIR) meetings to identify how we could have avoided the incident to begin with, how we could diagnose faster, how we could resolve faster.
• Oversee technology change requests and change calendar to provide visibility of potential risks to the organization.
• Follow SOPs to diagnose and resolve incidents. This may include steps for reviewing logs, analyzing dashboards, and monitoring tools, executing queries, assessing system performance, etc.
• Engage with application development teams to understand new features that are planned, provide requirements on behalf of incident management, learn about new technologies and features, ensure the team is prepared to support.
• Conduct root cause analysis and problem management principles to proactively address future incidents.
• Review planned changes/releases with potential application impact, ask questions, identify any concerns to protect applications.
• Performs other duties as assigned.
• Complies with all policies and standards.

What You'll Need

• Minimum 1-3 years Working in an IT environment.
• ITIL training certification or extensive experience with Incident Management.
• Hands on experience configuring and utilizing AppDynamics or other monitoring tools to help identify and diagnose application issues.
• Excellent interpersonal and communication skills (High proficiency)
• High level knowledge incident management best practices and systems. (High proficiency)
• Experience operating in an organization with a strong ITIL framework (High proficiency)
• Strong analytical, problem solving, and decision-making skills, (Medium proficiency)
• Strong listening skills, curious mindset, and servant leadership orientation (Medium proficiency)
• Ability to take command in high-stress situations (Medium proficiency)

What You'll Get

• Competitive weekly pay and bonus opportunities.
• A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
• Up to $5,250 annually in tuition reimbursement.
• View all our health, wealth, and life offerings at .

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This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.

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