Job Details
Incident Manager -(Fulltime)
2026-01-15 The Dignify Solutions, LLC Houston,TX
Description:
- Support system SMEs with technical triaging of high-priority incidents causing significant user impact; provide technical team leadership expertise; ensure troubleshooting effort is thorough and consistently structured.
- Provide technical expertise to develop executive reports to correctly portray the details of triage efforts.
- Lead technical SMEs in complying with ITIL best practices for Service Management and Incident Response.
- Lead distributed technical teams toward the resolution of issues through effective engagement and communication with stakeholders
- Exercise sound judgment in evaluation, assignment, and escalation of issues
- Document findings and provide analysis of resolved issues to Leadership thought effective written communication
- Setting up the Triage call when a high-priority incident occurs, notifying and tracking that all required technical teams are present, leading the triage discussion following a script to capture the pertinent status information and coordinating discussions (as well as de-escalating finger-pointing) between technical teams as they work to diagnose the issue and develop mitigation options
- Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
- Owns the process and supporting documentation for the process from a strategic and tactical perspective
- Approves all changes to the process and development of process improvement plans
- Works with the Process Owner for Incident Management to ensure both processes work in conjunction with each other
- Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis Management
- Process Design
- Process Improvement