Sr Major Incident Manager at Ensono

| Remote
Sorry, this job was removed at 4:21 p.m. (CST) on Tuesday, March 2, 2021
Find out who's hiring in Chicago.
See all Operations jobs in Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Ensono is looking for a Major Incident Manager to join its Global Major Incident Management team. The Incident Manager (IM) applies, improves, and maintains our Global Major Incident Management processes through collaborative engagement with all areas and levels of our support organization. During service impacting events the IM; ensures timely escalation of the event, coordination of support resources, drives service restoration activities, manages timely event communications, and supports root cause analysis & follow-up. Additionally, this position is responsible for ensuring that all associated event and response detail is documented for critical incidents and delivered within defined targets to both Problem Management and key stakeholders. 11am CT to 8PM CT Sunday through Thursday
 

Some of the things you will you be doing:

  • Managing critical events, which includes; facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders,
  • Ensuring that our ITIL aligned Incident Management processes are followed so that event management is consistent throughout the organization & the Incident lifecycle.
  • Documenting all details related to Major Incidents; persons & teams engaged, service restoration activities, associated results, root cause results, preventative action items, for Problem Management.
  • Conducting after-action reviews & RCA investigations with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team.
  • Working as part of a regional team to cover Major Incident response for the week (Mon-Sun), during the assigned shift (normal business hours).
  • Participating as a member of the global team to coordinate seamless transition of active events across and between regions (follow the sun), and participate in and assist with communications, reporting, and follow up actions.

 

What technical skills, experience, and qualifications do you need?

  • Excellent verbal and written communication skills in English are required in all aspects of this role.  You will need to use proper spelling, grammar, business language to effectively communicate with key stakeholders & leadership (both internally and with our clients).
  • Solid interpersonal skills and a positive disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team.
  • Ability to self-motivate, and identify & implement appropriate day to day actions, with high level direction and minimal guidance.
  • Ability to identify or infer from information available, the impact to business resulting from a service event and determine & drive the escalation and response plan appropriate to that impact.
  • Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience.
  • Matrix leadership of both local and remote support resources, to quickly and accurately identify current state and drive toward desired state, by managing multiple concurrent activities without becoming stressed.
  • Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results.
  • Solid proficiency with Microsoft Office Suite & Desktop publishing (Outlook, PowerPoint, Excel, Word, etc.) is required for this role.

 

 

Desired Skills

  • Strong understanding of ITIL and Incident Management and Problem Management Processes.
  • Managing client and executive leadership.
  • Quick response to the situation.
  • Experience with automation and monitoring technologies.
  • Strong Problem Solving and out of box thinking.
  • Friendly, outgoing, positive approach to daily work and interactions, and driving results.

 

Experience & Education

  • College degree in a technical field with Management degree with relevant experience.
  • 10+ years working in an Operational are of IT, within a large or multi-client environment, in any of the following:
    • Must have experience in managing client triage bridge
    • Senior/Lead technical support role,
    • Within a 24x7 Network Operations, Security Operations, or Customer Service Center,
    • Incident Management with a demonstrated track record of increasing responsibility or satisfactory (or better) results.
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • RLanguages
    • SqlLanguages
    • AzureLanguages
    • AWSLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • AWSFrameworks

Location

Our HQ is 22 miles from the Loop; near Belmont station, BNSF line. Plenty of places to eat & shop! 2nd office is in downtown Chicago on Madison Ave.

An Insider's view of Ensono

What’s the vibe like in the office?

I find the culture to be very open and collaborative. One can be on a call with a customer and ask your technical resource across from you a specific question or run into our CEO in the hallway while grabbing a cup of coffee. We allow feedback to be given and changes to be heard. Leadership constantly finds ways to make it an exciting workplace

Bailey Cahill

Senior Manager - Partner & Alliances

What does your typical day look like?

A typical day in our Full Stack DevOps world is collaborative, affords room for creative problem-solving, offers unique opportunities and challenges. Our work involves using cloud technologies to solve application’s needs, research datalake technologies and architect to process large amounts of performance data. We also lay 6 man variation of ping

Jake Frazier-Flores

Software Engineer

What are Ensono Perks + Benefits

Ensono Benefits Overview

Benefits include - generous maternity and paternity leave, generous paid days off and company paid holidays. Sabbatical, adoption, compassion and bereavement leave days, adoption assistance and flexible spending account. Healthcare and 401K eligibility on 1st day of work. Paid volunteer days.

Wellness programs - designed to help us be our best! Fitness week, Virgin Pulse® platform, wellness plans for credits and discounts on medical plan contributions.

Fun ergonomic workplace - free snacks, onsite gym & trainer, yoga classes, Beer O'Clock days.

Culture
Volunteer in local community
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Beer O' Cart every month!
Casual Dress
Game Room
Stocked Kitchen
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Onsite gym available!
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within

Additional Perks + Benefits

15 options for coffee and chocolate drinks (its a coffee machine with an IP address after all!) Also, Starbucks machine with chai latte counts, right? And then after the free snacks and all the hot chocolate - get some steps in while checking your emails in our fitness center. We have associate discounts on various products and services locally and nationally.

More Jobs at Ensono66 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
HR + Recruiting
Marketing
Operations
Product
Project Mgmt
Sales
Data + Analytics
new
Remote
Developer
new
West Suburbs
Project Mgmt
new
Remote
Operations
new
West Suburbs
HR + Recruiting
new
West Suburbs
Operations
new
Remote
Developer
new
West Suburbs
Marketing
new
West Suburbs
Finance
new
West Suburbs
Operations
new
West Suburbs
Developer
new
West Suburbs
Marketing
new
West Suburbs
Operations
new
West Suburbs
Developer
new
Remote
Sales
new
Remote
Project Mgmt
new
Remote
Marketing
new
West Suburbs
Operations
new
West Suburbs
Developer
new
West Suburbs
Operations
new
West Suburbs
Operations
new
West Suburbs
Product
new
West Suburbs
Finance
new
West Suburbs
Operations
new
West Suburbs
Operations
new
West Suburbs
Operations
new
Remote
Operations
new
Remote
Operations
new
West Suburbs
Developer
new
West Suburbs
Operations
new
West Suburbs
Project Mgmt
new
West Suburbs
Project Mgmt
new
West Suburbs
Data + Analytics
new
West Suburbs
Developer
new
West Suburbs
Project Mgmt
new
West Suburbs
Project Mgmt
new
West Suburbs
Data + Analytics
new
West Suburbs
Operations
new
Remote
Finance
new
West Suburbs
Project Mgmt
new
Remote
Operations
new
West Suburbs
Developer
new
West Suburbs
Finance
new
West Suburbs
Sales
new
West Suburbs
Sales
new
West Suburbs
Developer
new
Remote
Developer
new
West Suburbs
Operations
new
West Suburbs
Operations
new
West Suburbs
Sales
new
Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Ensono's full profileSee more Ensono jobs