Incident Commander
Job Description
**What You Will Do**
As an Incident Commander, you will be responsible for helping establish and evolve Infinite Campus’ incident management process as well as facilitating incident identification, communication and resolution to ensure that service levels are maintained. You will be a focal point for customer and internally reported incidents, designation of incidents deemed “major” and coordination of all related staff and efforts.
An ideal candidate should demonstrate leadership abilities, clear and concise communication with a variety of partners, an ability to lead during a crisis, personal agility to adapt to changing environments, and a strong comprehension of calculating risk. Must be legally authorized to work within country of employment without sponsorship for employment visa status (e.g., H1B) now and/or in the future.
**Who You need to be**
Your colleagues consider you a charismatic, articulate individual, and a born diplomat. You check your ego at the door and learn from others constantly, while also helping to educate those who aren’t as well versed as you are in technical or procedural topics. As a result, you have a track record of working tirelessly to help your teammates and the organization as well as having come up with some novel techniques in your time.
**Essential Functions**
The operational responsibilities will include:
+ Manage incidents for Infinite Campus’s customer production and mission critical systems.
+ Responsible for the efficiency & effectiveness of Incident Management process within the Organization, including identification and implementation of improvements to the existing incident management processes and procedures
+ Classify and prioritize all incidents based on impact to contract SLA
+ Engage resources to resolve the major incidents and thus avoid customer/business impact
+ Provide immediate response and coordination aimed at minimizing the duration of service interruptions.
+ Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates.
+ Act as a liaison between the operations, platform and product teams for high severity incidents and escalate as appropriate.
+ Maintain trend data and metrics related to incidents for clients and executive reporting.
+ Facilitate the incident post-mortem and works with various teams in root cause analysis.
+ Support product development, platform development, infrastructure, security and managed services teams and others who are responsible for assessing and triaging incident escalations
+ Work with communication liaison for creation, dissemination of communications for incidents until incident resolution.
+ Manage communications process to internal stakeholders, leadership and customers. Make communication process updates as needed.
+ Work with monitoring team in the use of monitoring and alert applications to identify incidents
+ Perform other related duties as assigned.
**Minimum Qualifications**
+ Bachelor’s degree in Information Technology or a related discipline, or equivalent industry experience
+ Minimum 5+ years of experience in the Change, Incident and Problem Management
+ Experience working in a framework of formal Incident Management processes and exposure to company-wide ticketing systems are essential.
+ Working knowledge of monitoring platforms and applications. Infinite Campus uses, Solarwinds, Uptime Robot, NewRelic, and Prometheus.
+ Understanding of information technology and how it is used to support cloud based services.
+ Have a fundamental understanding of the SDLC
+ Experience with managing security incidents using industry standard tools such as Tenable, Nessus, and SolarWinds is a plus
**Personal Competencies**
* Confident and articulate, able to engage with stakeholders at all levels
* Proactive and forward-thinking, while driving continuous improvement
* Highly motivated with an attention to detail
* Ability to manage tasks and workload whilst supporting others
* Ability to thrive in a challenging, fast paced environment
* Good time management and ability to prioritize work
* Ability to think and solve problems
* Disciplined, self motivated, takes initiative
* Capable of building processes which otherwise do not exist
* Comfortable working both independently and as part of a team
* Must be an excellent communicator.
*Position must adhere to the practices and procedures outlined in the master security guidelines.*
* *This position may perform job responsibilities directly for a customer contract, which may be subject to a more thorough criminal background check to include, but not limited to, fingerprints, outside the standard screening. If the position performs job responsibilities directly for said customer(s), employee is required to pass the specified criminal background check; meeting the requirements of the customer contract.*
*Infinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Infinite Campus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.*
*Infinite Campus, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Infinite Campus’ employees to perform their job duties may result in discipline up to and including discharge.*
