Incident Manager (Online/Remote)

Incident Manager (Online/Remote)

Requisition Number: INCID004262
Location: United States

Incident Manager
American Public Education, Inc.

APEI is seeking a highly organized and experienced individual to lead our incident, problem and change management teams. This individual will be responsible for identifying IT problems using the helpdesk ticketing system, managing incidents, coordinating change requests, and ensuring all changes are thoroughly evaluated, tested, and approved.

Responsibilities:

• Research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors
• Engage in proactive problem management by analyzing trends or historical data of incidents and services
• Coordinate and manage incidents, ensuring they are resolved in a timely and effective manner
• Responsible for timely communication to key stakeholders and key management staff on the status of Priority 1 and Priority 2 issues
• Creates reports and statuses to review with executives and develops plans and activities that technical support can execute to prevent service interruption
• Proactively addresses any issues impacting availability and perceptions of deficiencies with respective stakeholders
• Coordinates response to outages and escalates situations as necessary
• Provides team leadership and mentoring of other team members
• Manages the remediation process and technical resources by facilitating cross departmental collaboration, coordinates the end-to-end experience and owns the communications
• Works with the technical specialists to manage the escalation and resolution of problems and incidents.
• Escalates issues/risks quickly for mitigation
• Plan, schedule and implement changes to IT systems, processes and infrastructure, following established change management processes
• Collaborate with cross-functional teams to assess the risk and impact of proposed changes and ensure that appropriate measures are in place to minimize disruption to operations
• Leads and participates in projects relating to the continuous improvement

Qualifications (Knowledge, Skills, Abilities)

• Proven experience managing escalations within a Technical Support environment
• Demonstrated ability to develop strong relationships within complex environments with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
• Ability to facilitate and manage cross-team collaboration to solve issues working with teams
• Experience creating concise reports for stakeholders following situations/incidents (Incident reports and RCA)
• 8+ years of relevant experience
• Project management experience with proven methodologies
• Industry certifications (PMP, ITIL, Six Sigma) preferred (current or expired)
• Broad technology base with emphasis on server, networking, database or storage is a plus. A solid Microsoft background is beneficial
• Strong background in Incident Management in an IT managed service environment
• Understanding of IT Infrastructure and Operating Systems
• Strong experience of delivering service quality within an ITIL framework
• Exposure to managing multiple vendors
• Experience in managing conference calls or incident resolution meetings
• Strong written and verbal communication skill
• Strong experience of IT service, operations and support

About Us:

Online, on campus and in the workplace, we provide higher education and training to our country's heroes - military service members, veterans, nurses, government employees, and motivated professionals that want to make a difference. American Public Education, Inc. educates service-minded students, ranging from the military, public service, federal agencies, and nursing communities, through American Public University System (APUS), Hondros College of Nursing (HCON), Rasmussen University and Graduate School USA (GSUSA).

It is the policy of American Public Education, Inc. (APEI) to afford equal opportunity to all qualified persons. We treat all qualified individuals equally as to their recruitment, hiring, assignments, advancements, compensation, and all other terms and conditions of employment. American Public Education, Inc. does not discriminate on the basis of race, color, religion, creed, sex, age, national origin, sexual orientation, or physical, mental, or sensory disability, or any other characteristic protected by law.

Colorado, California, Washington and NYC Pay Transparency Statement

If you are a resident of Colorado, California, Washington or New York City and this role is available remotely, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to recruiting@apei.com


To apply, visit https://recruiting.ultipro.com/AME1070/JobBoard/b66d4325-6be5-4691-ab44-c96532dee1ff/OpportunityDetail?opportunityId=4e4632e2-3adb-4047-a3e9-5a7b4d7271ec jeid-6e8b85a6137e704e9f686ed08cd574ea