Major Incident Escalation Manager

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 

The Major Incident Escalation Manager is responsible for managing the high-priority P1 incident response for Ahead Services customers.

The ideal candidate will have a strong track record in managing major incidents, drive continuous improvement in incident response processes, and ensure minimal impact on business operations. This high-profile role requires strong leadership skills, strategic thinking, and the ability to communicate clearly, confidently, and effectively with technical teams and with the customers. 

Key Responsibilities:

• Serve as the primary contact for high priority major incidents and the escalation point for complex incidents
• Provide technical and time management direction to keep the resolution effort on track and moving forward
• Maintain documentation related to major incidents, including timelines, actions taken, and outcomes
• Provide technical guidance regarding resources required during resolution
• Set clear incident resolution objectives (exit criteria) and timings to expediate incident resolution
• Ensure that each customer is frequently communicated to on the bridge calls
• Ensure perfect handover of critical issues to additional incident managers as necessary
• Owns the Problem Management and the RCA Process documentation and works closely with Customer Service Managers on the delivery of those RCA documents
• Mentor incident management staff, fostering a culture of teamwork, excellence and continuous improvement within the team
• Review and frequently update all documentation associated with the P1 Incident Handling Process
• Provide suggested improvements to the ticketing system tool to create additional efficiencies in the P1 Incident Handling Process
• Off hours support may be requested, as needed
• Represent AHEAD in a professional manner in all forms of communication with our customers
• Strong communication skills
• Leadership skills—the ability to take command in a high-stress situation
• Problem-solving skills
• The ability to make quick, confident decisions
• Listening and synthesis skills
• Negotiation, mediation, and conflict management skills

Required Certifications:

• MIM Professional or above OR
• Two or more ITIL v.4 certifications

Desired Skills & Experience:

• 5-10 years leading and managing incidents/crisis events in a large, complex multi-client environment.
• 5+ years’ experience triaging/resolving incidents in a 24/7/365 medium to large scale Data Center/Operations, in a multi-client environment
• 5+ years working with an ITSM ticketing system, ServiceNow preferred
• Knowledge and experience of ITIL Incident and Problem Management processes and how to integrate them to improve service delivery.
• Additional skills and experience
• Proficient use of all Microsoft Office applications, including Visio
• Experience with IT monitoring tools and technologies (Logic Monitor, CA Unicenter, Solar Winds, etc.)
• Strong communication skills
• Leadership skills—the ability to take command in a high-stress situation
• Problem-solving skills
• The ability to make quick, confident decisions
• Listening and synthesis skills
• Negotiation, mediation, and conflict management skills

 

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include: 

- Medical, Dental, and Vision Insurance 

- 401(k) 

- Paid company holidays 

- Paid time off 

- Paid parental and caregiver leave 

- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.