Job Summary
The Incident Manager is responsible for managing the lifecycle of all incidents, ensuring that they are resolved efficiently and effectively to minimize impact on business operations. This role involves coordinating with various teams to restore normal service operation as quickly as possible and maintaining high levels of service quality and availability.
Job Requirements
- Incident Response: Lead the on-call team in responding to incidents, ensuring timely resolution and minimal impact on business operations.
- Communication: Maintain clear and effective communication with stakeholders, including senior management, during and after incidents. This role with require coordination with several cross-functional & organizational teams. Effective communication is essential to facilitate discussions tailored to the audience.
- Documentation: Document all incidents, including their causes, impacts, and resolutions, to improve future incident management processes.
- Root Cause Analysis: Conduct thorough root cause analyses to identify underlying issues and implement corrective actions.
- Process Improvement: Continuously improve incident management processes and protocols to enhance efficiency and effectiveness.
- Training: Provide training and guidance to team members on incident management best practices and procedures.
Preferred Skills
- Experience with handling incident management.
- Experience with risk management and mitigation strategies.
- Knowledge of IT service management software (e.g., Jira, ServiceNow).
- Familiarity with SDLC process and agile/scrum methodologies.
- Exposure to SRE/DevOps practices will be a plus.
Key Competencies
- Leadership: Ability to lead and coordinate a team effectively.
- Technical Expertise: Strong understanding of IT systems and infrastructure.
- Crisis Management: Ability to remain calm and make decisions quickly in high-stress situations.
- Leadership: Ability to lead and coordinate a team effectively.
- Technical Expertise: Strong understanding of IT systems and infrastructure.
- Crisis Management: Ability to remain calm and make decisions quickly in high-stress situations.
Education
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Experience: Minimum of 3 years of experience in IT service management or a similar role.
- Certifications: Familiarity with ITIL or other incident management frameworks is a plus.
- Skills: Strong problem-solving, analytical, and communication skills. Ability to work under pressure and manage multiple incidents simultaneously.
Equal Opportunity Employer
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
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Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
