What we’re looking for…

ScienceLogic is looking for an Incident Manager with enterprise software experience, who will work within the ScienceLogic Customer Experience organization to deploy, action, and monitor effective and efficient incident management processes.  In this role, you will be the focal point for high impact incidents. This position is based in Reston, VA or Raleigh, NC.

What you’ll be doing…

  • Directly work with clients and internal parties to ensure restoration of service and high degree of communications while meeting internal standards and SLA commitments
  • Ensure best practices for incident management processes are deployed, documented, and monitored
  • Develop and maintain the incident management system
  • Drive efficiency and effectiveness of the incident management procedures and make recommendations for improvement
  • Ability to drive change through process improvement across internal organizations
  • Provide incident management governance including KPI tracking and reporting
  • Act as an escalation point for key issues, guiding tickets to resolution via collaboration between the Technical Support engineers and other teams
  • Ensure important cases and issues faced by the support team are effectively summarized and communicated with upper management and other departments
  • Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement
  • Make sure existing escalations are being monitored and actioned by responsible internal parties to meet SLAs.

Qualities you possess…

A bachelor’s degree or equivalent work experience with:

  • 5+ years Incident Management experience
  • ITIL Incident management knowledge with certification is a plus
  • Extensive technical support experience Linux environments, strong understanding of TCP/IP networking, MySQL databases, and/or Network Management is a plus
  • Proven skills in crisis management with internal and external client relations
  • Experience managing internal and customer initiated escalations
  • Project Management skills is a plus

To be successful in this role, you will need to:

  • Show excellent communication skills (both verbal and written)
  • Be a self-starter
  • Be a creative person who looks for new and innovative ways to resolve problems
  • Have the ability to maintain a positive and cooperative attitude in sometimes stressful situations
  • Be flexible and willing to learn new technologies and applications

About ScienceLogic

ScienceLogic is a leader in Hybrid IT Infrastructure Management, providing modern IT operations with actionable insights to resolve and predict problems faster in a digital, ephemeral world. Its solution sees everything across cloud and distributed architectures, contextualizes data through relationship mapping, and acts on this insight through integration and automation. Trusted by thousands of organizations, ScienceLogic’s technology was designed for the rigorous security requirements of United States Department of Defense, proven for scale by the world’s largest service providers, and optimized for the needs of large enterprises.


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