SoHo Dragon

SoHo Dragon represents a Fortune 500 Financial Technology firm with offices in Morristown, NJ that needs to hire an Incident Manager for a full time opportunity.

What does a great Incident Manager do?

A mindset of stakeholder engagement, excellent organization and communication skills are essential to the success of this role and CardConnect’s technology solution.

• The Incident Manager role will be responsible for owning and managing Incident Response operations
• The successful candidate will be expected to react to incidents impacting merchant processing, business processing cycle and other customer-impacting events on our platform
• This role drives the internal and external communication of service impact with any necessary follow-ups or research
• The Incident Manager is also responsible for the collection, organization, and communication of root cause analysis details from the technical teams and Documentation team
• The Incident Manager works closely with the Product Development, Infrastructure, Support, and Documentation teams

As an Incident Manager, you can expect to:

• Own and manage the Incident Response process
• React to preliminary incident indicators and confirm service impact
• Post appropriate generic messaging to all necessary communications channels
• Communicate post-incident on impact, status, and resolution details internally
• Collect and distribute Root Cause Analysis details post incident
• Update any internal documentation that is needed and consult on any external documentation requirements from incidents and events
• Understand the core value of Incident Response and evolve the process to increase quality from its operation and execution
• Apply systems and critical thinking to incidents, collaborating with production support team members towards a solution path regarding an incident
• Occasional hours outside of standard business hours may be required based on critical incidents

Basic qualifications for consideration:

• Advocacy for customer and system stakeholder experiences
• Strong organization and operations management skills
• Excellent communication skills, both written and verbal
• CICD
• SQL
• Kibana log retrieval
• Datacenter Architecture and components
• Support operations
• Incident Response
• Confluence
• Maintain process guidance as the primary operational contract
• Jira
• Understand and negotiate ticket context for Release as well as Incidents.

Preferred qualifications for consideration:

• Microservices Release Management
• Platform orchestration
• Operations Management
• Support and Production Troubleshooting
• Stakeholder Engagement
• Management/Leadership
• Kibana
• AppDynamics or other APM solutions
• Atlassian Suite
• ServiceNow