Incident Manager

About this role

This is an incredible opportunity for a progressive, pragmatic, and service-oriented leader to join a team focused on providing responsive support and guidance in managing critical situations. You will demonstrate effective leadership as well as a deep technical expertise to shape and deliver incident management communications and escalation management capabilities, to ensure successful outcomes for Apex’s customers. If you have been looking for an opportunity to use innovative technologies and be part of a growing firm with endless possibilities, now’s your chance.

• Is passionate. You have a genuine passion for technology and supporting those who rely upon it. You love using technology differently to maximize opportunity and impact for customers and you have a way of bringing out that same fire in the people you work with.
• Is motivated. You’re driven to be the best – whether that’s decreasing system down time or making an innovative change to “how it’s always been done” resulting in a more efficient way of supporting the customer. You challenge yourself by setting goals and exceeding them.
• Is collaborative. You’re excited to work with technical and business leaders to identify opportunities to improve our services. You know how to communicate effectively not only with peers, but also at the executive level.
• Wants to make an impact. You’re looking to do amazing work. You’re willing to make the tough decisions and take calculated risks versus sitting idly on the sidelines in fear of failure.
• Strives for frictionless IT. You understand the importance of building great partnerships. You promote a seamless, smooth, user friendly, and reliable environment.

• Deliver results. Use ticket data, client feedback, and experiences to influence and drive improvements in our processes. Produce reports displaying service metrics on key service measures such as response and resolution time.
• Collaborate with engineering and product teams. As a member of the IT Service Management Team you’ll work closely with other support teams to triage, investigate and restore critical service outages.
• Focus on continuous improvement. You’ll be expected to identify and report on the frequency and severity of technical incidents which negatively impact internal and external customers.
• Support our world class client base. Promote a culture of quick and effective response to client impacting situations; identify smart and creative ways to solve issues and client challenges.
• Stay updated on new technologies and tools. You’re in tune at all times with new functionality within our current tool kit as well as opportunities using 3rd party tools to improve our level of service to our clients.

• 5 years of relevant work experience, designing, implementing and executing incident management programs
• 5 years of experience in partnering with Support/Client Partners/Engineering/Product teams and customers to deliver incident response outcomes
• Leadership presence with the ability to command and control highly stressful situations with a calming influence
• Ability to effectively communicate multi-functionally with both internal stakeholders and external customers or partners
• Evidence of a bias to action with strong attention to detail and data-driven decision making
• Ability to make logical, quick decisions to progress investigations
• Prior experience in documenting and collecting relevant data for accurate metrics and reporting
• Handle majority of IM planning and coordination (PD admin, documentation, training, processes, readiness, proactivity, reporting).
• Own incident management as a practice and report into ITSM and Tech‑Ops leadership. Oversee mentorship and onboarding of new incident manager.
• Provide the depth of Incident Management experience developed working incidents, conducting lessons learned reviewed, coordinating changes and constantly iterating on the process.
• Contribute to identifying and implementing process improvements across the Incident and Problem Management functions
• Continue to build trust by his leadership team to work independently and…