IT Incident Manager

RESPONSIBILITIES:
Kforce has a client in Richfield, OH that is seeking an IT Incident Manager responsible for end-to-end management of incidents or events within the organization's IT infrastructure or key functions of the business.

Responsibilities:
* Coordinate incident response efforts while managing to minimize downtime and business impact and providing stakeholder and cross-functional team communication
* Conduct 8D or similar post-incident reviews to minimize the risk of reoccurring incidents. Manage action items and communication from the post-incident reviews
* Drive rapid continuous improvement where applicable
* Lead end-to-end management of each incident or event
* Coordinate incident response efforts during the incident as well as post-incident
* Keeps multiple management teams and business stakeholders aware of incident status and escalations
* Lead and project manage the post-incident review utilizing tools such as 8D, 3L5Y (3 levels 5 Whys); Project manage the action items and completion of those items identified
* Continually look for and recommend process improvement opportunities for implementation
* Utilize the Rapid Continuous Improvement (RCI) library of resources to identify and implement improvements
* Coordinate with the IT project manager(s) to determine timelines and resource availability for post-incident review tasks
* Coordinate efforts with all of IT as well as all SBS Associates to ensure that the information assets of the company and the commercial clients are protected at all times
* Perform other duties as assigned

REQUIREMENTS:
* Bachelor's degree is preferred
* Project Management certification is desired
* 5+ years of experience is required
* Technical background - must understand the language and know how to problem-solve
* Strong project management skills, managing projects, skills, and all incidents, keep up on where they're at internally, this person doesn't have any direct reports
* Experience managing processes/procedures/incident/has to be a confident speaker/all internal tracking is in jira/servicenow/any IT program type of experience
* Ability to work as needed on weekends and/or after-hours depending on the severity and/or time of the incident
* Ability to build, assemble and direct teams, proactively pursue opportunities and issues, providing the team with necessary product and IT technology information to direct the team's efforts to bottom line results
* Excellent planning, project management, and implementation skills
* Must thrive in a fast-paced, multi-tasking, results focused environment
* Proficient with Microsoft Office Suite, especially Microsoft Project
* Extensive knowledge of and technical experience with cloud hosting and services; Specifically, AWS
* Excellent interpersonal and communications skills and ability to collaborate with clients, technical staff, and vendors
* Proven ability to communicate on a Business and IT technical level
* Excellent problem solving and consultative skills
* Must be a collaborator with a cheerful outlook, enthusiasm, initiative, sense of urgency, and be self-motivated
* Ability to travel to remote company locations or for other business-related needs as required

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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