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Under the leadership of the NOC Manager, the Incident Manager is responsible for the execution of the ITSM processes in accordance with the Hyatt’s adopted Incident, Problem, and Change Management Process Guidelines. Specializing in Incident Management Process, the Incident Manager will utilize standardized methods and procedures in the handling of all Major Incidents. The individual will work closely with key technical and business partners to minimize the impact of Major Incidents, and assist with identifying and remediating recurring incidents. The Incident Manager will assist in improving Incident and Problem Management processes, in accordance with the ITSM Team and the ITIL framework.

Responsibilities

Act as Incident Commander for all Major Incidents.

Establish and manage bridge calls with engineers and customers.

Manage and drive bridge calls and incident resolution, working closely alongside NOC and technical teams.

Notify participants in the Incident Management process when standards and procedures are not being followed.

Facilitate and Manage post incident review meetings.

Identify incidents which need special attention or escalation.

Understand complex technical problems and effectively communicate business impacting issues and status to executive leadership and stakeholder groups.

Perform Incident Management functions in accordance with Hyatt defined and/or standard operating practices of ITIL service operation framework.

Work effectively with peers through team participation and cohesiveness to create a positive environment within the team.

Perform quality assurance activities to help ensure accuracy in peers’ work.

Demonstrate a commitment to Hyatt core values.

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Experience

Minimum of 5 years of technical support experience within a Corporate environment

Minimum of 2 years of technical support experience within a customer facing environment

Data Center experience, including on-premises, private/public cloud, and vendor managed hosting

Experience with traditional 3-tiered applications (web, app, db)

Working knowledge with all or most of the following technologies:

Kubernetes/Docker

Networking

VMWare

Linux/Windows Server

Citrix

Rundeck

Monitoring Tools - Splunk, Nagios, Microsoft SCOM

Scripting – Powershell, Python, BASH

Ability to handle stressful situations effectively

In depth knowledge of IT Service Managment including Change, Incident/Major Incident, Problem and Knowledge Management and their relationships

Flexible to work after-hours to provide support as needed

Strong analytical and problem -solving skills

Strong interpersonal, writing and communication skills

Ability to influence associates

Ability to learn quickly and share knowledge

Desire to work as part of a team

Self-starter, motivated and effectively aggressive

Adaptable to new processes, procedures, acquisitions, and internal growth of the Hyatt brand

Strong knowledge of Microsoft Office (Visio, Word, Excel, PowerPoint)

Education

ITIL V3 Certified preferred

Bachelor’s Degree or higher preferred; concentration in Computer Science or comparable field