Incident Program Manager

Job#: 3029549

Job Description:
Incident Program Manager

Location: Chandler, Arizona (Onsite)

Employment Type: Contract

Contract Duration: 12 Months

Role Overview

We are seeking a skilled Incident Commander to oversee and coordinate the response to major incidents. This role supports the Global Incident Management function for Banking Production Services Technologies, delivering 24x7 service for over 650 applications. The position involves partnering with global teammates to ensure the seamless delivery of Incident Management Processes and driving business-impacting incidents to resolution.

Key Responsibilities

• Manage high-severity incidents by leading triage efforts, hosting bridge calls, documenting timelines, and driving resolution to minimize business impact.
• Coordinate teams to understand impacts, perform forensics, categorize, and mitigate incidents, ensuring the engagement of appropriate experts.
• Ensure all personnel understand their roles during incidents, keeping teams aligned and accountable for the timely completion of actions.
• Provide regular updates to business and technology stakeholders throughout the incident lifecycle.
• Lead and make decisions to coordinate multiple teams and resources in real-time.
• Develop strategic plans for various scenarios that could occur during an incident.

Required Qualifications

• Experience in a Major Incident Management role.
• A technical background with the ability to understand complex systems and troubleshoot issues.
• ITIL Certification.
• Assertiveness with leadership skills and quick decision-making abilities.
• Excellent written and verbal communication skills, with experience in executive-level communications.
• Experience working in a large enterprise IT organization.

Preferred Qualifications

• Knowledge of payments and treasury cash management.
• Experience with triaging mission-critical system failures and their resolution.
• Training or experience in advanced risk management and identification.
• Knowledge of crisis management, disaster recovery, and business continuity management.
• Experience with postmortem processes and continuous improvement methodologies.
• Familiarity with change management policies.

Compensation & Benefits

The pay rate for this position is between $51.00 and $56.09 per hour.

This employer is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. This employer will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Apex uses a virtual recruiter as part of the application process. Click for more details.

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Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.