Technology Incident Manager

Why US:

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The Technology Incident Manager (TIM) is a highly skilled and proactive member of our Enterprise IT PMO team. The TIM will be responsible for overseeing and managing the incident management process, ensuring that IT services are restored as quickly as possible following any disruption. This role requires strong leadership, communication, and problem-solving skills to effectively coordinate with technical teams and stakeholders during incidents. This TIM will also function as a Business Analyst (BA) as required, working on projects related to software product development. In the BA role this person will review the business needs of clients, network partners, and stakeholders to help identify business problems, propose and document solutions. This individual will understand and implement the standards and compliance measures of isolved consistently.

Core Job Duties

Incident Management

• Lead and manage the end-to end incident management process, including identification, logging, categorization, prioritization, investigation, diagnosis, resolution, and closure of incidents.
• Act as the primary point of contact during major incidents, coordinating efforts across various IT teams to ensure rapid resolution
• Ensure all incidents are documented, and the incident management system is kept up to date with relevant details
• Communicate incident status, impact, and resolution progress to stakeholders, including senior management, affected users, and technical teams
• Facilitate post-incident review meetings to analyze incidents, identify root causes, and implement improvements to prevent future occurrences.
• Develop and distribute incident reports, including root cause analysis, lessons learned, and recommendations for improvements
• Continuously assess and improve the incident management process to enhance efficiency, effectiveness, alignment with ITIL best practices and ensure compliance across the business
• Implement and maintain incident management policies, procedures, and documentation
• Collaborate with appropriate teams to ensure incidents are properly escalated, and permanent solutions are implemented
• Monitor incident trends and performance metrics to identify areas for improvement and ensure SLAs are met
• Generate and analyze incident management reports, providing insights and recommendations to senior leadership
• Provide training and support IT staff on incident management processes and best practices
• Coordinate with other IT teams to ensure resources are available and aligned to address incidents promptlyBusiness Analyst
• Perform required gathering and analysis to create business cases for product development
• Write product requirements documentation
• Support development projects utilizing Agile methodology
• Analyze product requests to make recommendations for product enhancements
• Define product release acceptance criteria based on requirements
• Provide support to identify and document system deficiencies and recommend solutions
• Share business knowledge and isolved product skills with team members through formal and informal channels and support product users as well as internal staff
• Effectively communicate changes and updates to documents, service bureau process and systems

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field
• 5+ years' experience related to payroll or other HCM services
• ITIL Foundation Certification is desired; ITIL Practitioner or higher certifications preferred
• Strong understanding of IT infrastructure, networking, and software applications
• Proficiency with incident management tools and systems
• Experience with monitoring tools and technologies
• Knowledge of cloud computing environments is a plus
• Organization and prioritization skills, both written and verbal
• Attention to detail with respect to documenting project specifications and test cases
• Ability to work independently in a fast paced environment on assigned project work
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels
• Strong analytical and problem-solving skills, with the ability to quickly assess situations and drive effective resolutionsOther Requirements
• Availability to work outside regular business hours as required for incident management
• Ability to remain calm and focused under pressure, ensuring timely and effective incident resolution

About isolved

isolved is an employee experience leader, providing intuitive, people-first Human Capital Management technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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