Incident Manager

Technology · Morristown, New Jersey
Department Technology
Employment Type Full-Time (US)
Minimum Experience Mid-level

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

Thank You

Your application was submitted successfully.

  • Location
    Morristown, New Jersey
  • Department
    Technology
  • Employment Type
    Full-Time (US)
  • Minimum Experience
    Mid-level