Incident Management Lead
A successful candidate would be experienced, energetic, engaging and able to work as a member of a dynamic, fast paced Customer Organization team addressing critical Client issues and guiding the solution of complex problems using self-driven judgement.
Candidates will be responsible for performing incident analysis, response and communication while providing meaningful guidance toward cross-functional engagement in mitigation strategies using predefined criteria and thresholds.
What you’ll get to do:
- Produce comprehensive and accurate oral and written reports (such as incident summaries including root cause analysis, impact etc.) and presentations for both technical and executive audiences
- Provides timely, clear, and concise business communication of company impacting incidents to the affected client base from initial through resolution.
- Updates and maintains process and procedures documentation
- Tracks and delivers Incident reporting and metrics trend using data from Jira, Salesforce and other data sources and being consultative in bringing incident themes to light
- Trains and mentors Incident Management associates on Incident and Problem Management
- Assists Customer Excellence Manager on larger strategic initiatives by being a spokesperson and point of contact for Incident Management and representing the team in incident-related cross functional process improvement initiatives
You should apply if you have most of this experience:
- Bachelors in Computer Science, Business, Communications or related business discipline
- ITIL/ITSM certification
- 5+ years in Incident Management
- Problem Management
- Advanced proficiency in Excel, and other MSFT and G-Suite applications
- JIRA, DB Querying Languages, and Confluence experience
- Experience with databases and related programming languages, such as SQL
- High level of proficiency in data analysis and insight
- Written, verbal and listening communication skills (C-Suite level)
- Ability to relay technical information to others
- History of leading initiatives and cross-functional forums
- 2+ years experience mentoring team members
- Develop and implement improved policies
- Troubleshoot general technical issues
Soft Skills:
- Global team engagement
- Project management and documenting skills
- Problem solving/analytical thinking
- Time management/prioritization
- Demonstrated process ownership and improvement
IAS strives to maintain a COVID-free workplace. To that end, being fully vaccinated is a condition of employment for all new IAS hires, to the fullest extent permitted by applicable law. IAS makes reasonable accommodations for qualified applicants with disabilities, sincerely held religious beliefs, or other conditions protected by applicable law.
About Integral Ad Science
Integral Ad Science (IAS) is a global leader in digital media quality. IAS makes every impression count, ensuring that ads are viewable by real people, in safe and suitable environments, activating contextual targeting, and driving supply path optimization.
Our mission is to be the global benchmark for trust and transparency in digital media quality for the world’s leading brands, publishers, and platforms. We do this through data-driven technologies with actionable real-time signals and insight. Founded in 2009 and headquartered in New York, IAS works with thousands of top advertisers and premium publishers worldwide. For more information, visit integralads.com.
Equal Opportunity Employer:
IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.
California Applicant Pre-Collection Notice:
We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at [email protected].
To learn more about us, please visit http://integralads.com/ and https://muse.cm/2t8eGlN
Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to [email protected]. We will get back to you if there's interest in a partnership.