Hybrid Major Incident Manager

at ACA Group

• Job title: Major Incident Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Swift
• Location requirements: Hybrid, Pittsburgh, United States

About the role

• Incident Manager at ACA Group ensuring effective incident communication and resolution processes in a hybrid environment. Leading team efforts in IT incident management and continuous improvement initiatives.

Responsibilities

• Ensure effective communication with management and stakeholders throughout the incident lifecycle
• Ensure swift resolution to minimize business disruption
• Inform all parties of progress and outcomes, maintaining transparency, and managing expectations
• Ensure adherence to established incident management processes, guiding the team in following protocols to resolve incidents efficiently and minimize impact
• Develop and implement incident management procedures and workflows
• Coordinate responses to incidents, ensuring timely resolution and minimal impact on services
• Classify and prioritize incidents based on severity, impact, and urgency
• Communicate incident status, impact, and resolution progress to stakeholders
• Conduct post-incident reviews to identify areas for improvement
• Maintain detailed records of incidents for analysis and auditing purposes
• Analyze incident trends and implement preventive measures
• Train and guide team members on incident response protocols

Requirements

• Proven Track record in managing and resolving major IT incidents
• Previous Roles involving team leadership and coordination during high-pressure situations
• Extensive experience with IT systems, networks, and infrastructure
• Strong analytical and problem-solving skills to evaluate project status, risks, and key performance indicators
• Effective written and verbal communication skills, including experience liaising between technology teams and business stakeholders at all levels
• Demonstrated ability to analyze incident trends and implement process improvements
• Strong attention to detail with the ability to track multiple projects and tasks simultaneously
• Effective time management skills and the ability to prioritize work based on project deadlines
• Ability to work independently and collaboratively in a fast-paced, technology-driven environment
• Strong interpersonal skills to establish and maintain effective working relationships with teams and stakeholders
• Proactive mindset, willing to take initiative and solve problems creatively
• Strong organizational and documentation skills, ensuring project consistency and transparency
• Ability to facilitate meetings, take detailed notes, and track action items to completion
• Comfort working with data, generating reports, and providing insights into IT project performance
• Adaptability to changing business needs and ability to manage evolving project requirements
• Experience with incident management tools and software

Benefits

• medical and dental coverage
• 401(k) plans
• paid time off options
• flexible work environment
• ACA Paid Holidays
• Summer Fridays
• Personal/Family Care
• Student Debt Forgiveness
• Pet Insurance