Incident Manager at CAI

Req Number

R3626

Employment Type

Full time

Worksite Flexibility

Remote

Who We Are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As the Incident Commander, you will lead major incident management issues with our client.

Job Description

We are in need of an Incident Commander to lead major incident issue resolution.

This is a full time, hourly contract position that reports to the Manager of the Product Health Team.

What You'll Do

• Perform the duties of Incident Commander and lead major incident management issues
• Manage and direct major incidents (P1-Critical, P2-High)
• Lead Root Cause Analysis (RCA) meetings,
• Attend Change Management Meetings
• Manage problem incident tracking
• Ensures that the health teams follow the client-defined practices and procedures for Major Incident Management
• Administer training related to all facets of incident management
• Conducts incident Root Cause Analysis (RCA)
• Manages and leads major incidents
• Attends the Change Management meetings and ensures the support team is aware of upcoming changes
• Manages Problem issues and ensures the health team follows problem procedures.
  
  

Required

What You'll Need

• 4+ years of related experience
• Bachelor’s Degree preferred, or equivalent combination of education, training, and experience
• High-level communication skills, both verbal and written.
• Possess a high-level understanding of Network Architecture and database design
• Familiar with network and data flow diagrams
• Demonstrates a robust problem-solving ability and shows confidence in their capability to handle complex situations
• Comfortable leading meetings and providing status updates to senior management
• Ability to organize and prioritize multiple tasks, maintain documentation, and work with interruptions
  
  

Preferred

• Preferred Cruise & Hospitality Relevant Experience.
• ITIL Certification
• GIAC or GCIH Certification
• Ability to write basic SQL query scripts.
• Experience with an issue tracking system.
• Technology certification in HW, Networking, or Security
  
  

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Ability to lift and carry up to 25 pounds.
• Ability to stand, sit, and move around the classroom for extended periods.
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
  
  

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.