Incident Manager Night Shift

New

Skills

Change Management Communication Itil Jira Scheduling Splunk

Join Rackspace Technology as an Incident Manager (Night Shift) and play a critical role in our Infrastructure Operations (IOPS) department. As part of the Service Management team, you will oversee incident, problem, and change management processes, ensuring swift resolution of critical incidents and maintaining the health of production services. This opportunity is ideal for professionals with strong IT service management experience, leadership skills, and a passion for driving operational excellence in a fast-paced, collaborative environment.

Key Responsibilities

Lead and coordinate incident response as the incident commander during major incidents.
Oversee and improve incident management, problem management, and change management processes.
Swiftly triage, prioritize, and resolve reported service incidents to minimize business impact.
Maintain accurate and up-to-date service management documentation, including SLAs and process standards.
Facilitate root cause analysis (RCA), post-mortem meetings, and implement measures to prevent recurrence.
Communicate effectively with stakeholders and upper management during and after major incidents.
Lead weekly production health meetings and coordinate with cross-functional teams on issues and releases.
Support team members by prioritizing workloads and rescheduling non-urgent tasks as needed.

Required Skills & Qualifications

Bachelor's degree in Information Technology, Engineering, or related field.
8+ years of experience in IT service management or a similar role, with at least 2 years in incident management.
Leadership experience managing or leading small teams is a plus.
Understanding of critical incident response, emergency response, or risk mitigation.
Proficiency with IT service management tools such as ServiceNow and JIRA.
Experience with monitoring and alerting tools like PagerDuty, SignalFX, Splunk, and Zabbix.
Excellent verbal and written communication skills, with the ability to provide clear updates during high-pressure situations.
Strong problem-solving, analytical, organizational, and time management abilities.
Aptitude for learning new technologies and procedures in a fast-paced environment.
Ability to work PST night shifts and remain calm and focused during critical incidents.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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