Technical Incident Manager

RESPONSIBILITIES:
Kforce has a client seeking a Technical Incident Manager to join their team in Atlanta, GA.

Responsibilities:
* Act as a driver and/or primary point of contact for all major incidents
* Responsible for the effective implementation of the Incident Management process and carries out the respective reporting procedure
* Provide guidance to the incident participants
* Responsible for communicating incident details to the business
* Monitor the incidents to ensure that the Service Level Agreement are respected
* Ensure the closure of all incident records
* Participate in incident reviews (Problem Management)
* Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
* Maintain a strong working understanding of Candescent software as a service (SaaS) products, systems, and architecture
* Act as liaison between Availability Operations, Site Reliability Engineering (SRE), and Product Development
* Ensure SRE has met all technical requirements for operational readiness of SaaS offerings
* Act as first escalation point for Availability Operations in the event of suspected or confirmed service interruption or degradation
* Analyze SaaS application faults and provide triage data to help identify and resolve service interruption or degradation
* Identify and assist in implementing proactive monitoring to ensure health, performance, and security of production services
* Propose and undertake routine preventative actions to avoid service interruption or degradation
* Complete projects within assigned deadlines

REQUIREMENTS:
* Proven incident management experience
* Leadership experience
* Outstanding communications skills, both written and verbal (English)
* Strong team-oriented attitude
* Broad IT knowledge and experience
* Excellent troubleshooting skills with experience
* Strong understanding of Information Technology Infrastructure Library (ITIL) practices
* Working knowledge of Linux & Windows operating systems
* Minimum rudimentary understanding of cloud technology

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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