Incident and Change Manager at Dye & Durham Corporation

• You will be responsible for leading recovery of high priority incidents, running post incident reviews, tracking action items to closure, and chairing CAB meetings. You will also be responsible for supporting resolution of lower priority incidents and ticket management. You will be the first point of escalation for business and IT teams for ITSM related topics. 

Key Responsibilities

• Lead and drive major incidents towards mitigation and resolution 
• Provide timely and meaningful updates to stakeholders 
• Lead Post Incident Review and Problem Management meetings with key stakeholders to review events and opportunities for ongoing improvement 
• Chair CAB meetings and ensure all approved changes are thoroughly vetted  
• Work in a round-the-clock shift model, including holidays and weekends, on a rotational basis 
• Continuously look for automation and improvement opportunities for IT Service Management 
• Support auditing requirements 
• First point of escalation for business and IT teams for IT Service Management 

Skills, Knowledge and Expertise

• 5+ years of experience in similar roles - e.g., Incident Manager, Technical Escalation Engineer, etc. 
• Capabilities to identify and analyze problems logically and systematically 
• Strong communication skill, must be able to articulate technical issues in a meaningful way to both engineers and executive level management 
• Crisis management skill: ability to maintain calm during stressful situations; demonstrate leadership skills under fast-paced, highly dynamic situations, pursue multiple threads at the same time, and drive solution for complex issues 
• Deep understanding of ITIL processes, hands-on experience in Incident Management, Problem Management & Change Management 
• Open to change and ability to function in fast paced environment 
• ITIL certification is a plus 
• Experience in AWS is a plus