Incident Manager

Insight Global is seeking out an Incident Manager to sit FULLY REMOTE for a large streaming service. This incident manger will be joining a team of incident & change managers handling the operations, networks, infrastructures, and incident communications. This person will provide eyes-on-glass monitoring from within the Direct-to-Consumer product offerings to ensure system availability and will manage any production incidents that occur during their shift. This incident manager will be specifically covering live, sporting events. This individual will lead/assist in recovery and process actions on emergency bridges and ensure that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact. This person will take ownership of their assigned incidents starting from inception, resolution, all the way to final problem investigation. The Incident Manager will ensure all incidents receive a post incident review, intended to identify systemic and root cause that requires resolution once the immediate impact is remediated. This person will be working closely with the digital network operations team where they will flip it into recovery and engage the IM team and gather all details of the issue (when it started, what is the impact, viewership). The IM will be responsible for analyzing the viewership data against the metrics to classify the level of severity of the incident. From there, the IM will run through all the aspects of the incident, log it into the ServiceNow system, get on a conference bridge with the fix agents to engage all fixes, track the timeline, and then send out all communications of the incident to the executives. The teams then will begin to troubleshoot the issue (source, internal networks, networks impacted, reception feed interruptions) and document all the communications in layman’s terms (exact issue, who was engaged, who mitigated the issue, how was it resolved) and send it up to the executives through ServiceNow. 40% of their day will be spent handling the incidents. The remaining 60% will be spent handling the day-to-day tasks such as troubleshooting, configuring of infrastructures, monitoring networks, and monitoring the availability and performance of the end-to-end systems. This is a very fast paced, high intensity environment so these candidates need to have strong problem-solving abilities, superb customer service skills, with the ability to adapt and pivot in high stress situations.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global’s Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

3+ years within an operation Incident Management role

Prior experience in a role dealing with customer impacting incidents (ex. screen goes black, freezing on screen)

Prior experience providing support on live events

Experience working within a Ticketing System (Preferably ServiceNow)

Experience working within the media, entertainment, television, and/or streaming industry.

Strong understanding of ITSM process, cloud computing, software deployments, and change rollbacks

Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives

Strong analytical, organizational, and problem-solving skills Experience with ServiceNow

ITIL Foundation Certification or higher