Major Incident Manager

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things!  We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.

We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. Honesty, reliability, curiosity, collaboration, and passion are the key to achieving our purpose.

About the role and what you'll be doing: 

• Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
• Initiate, manage and lead a conference call of relevant parties (subject matter experts, team members).
• Provide a verbal summary of the business impact and urgency of the incident to call participants.
• Provide to the technical bridge participants specific details of the incident with steps to reproduce, if possible.
• Document Troubleshooting steps taken and their results, to avoid repeating the same tests.
• Ensure the Ensono Incident Management communication process is followed, so that communications occur in accordance with business expectations.
• Manage each incident through to resolution.

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

• Excellent verbal and written communication skills in English; the ability to communicate clearly and confidently on conference calls, in meetings, via email, etc. at all levels of the organization is essential.
• Ability to quickly assess/triage the nature of a reported problem.
• High-level knowledge of overall system infrastructure and applications.
• Strong organizational skills and the ability to effectively manage multiple tasks simultaneously.
• Demonstrate a structured approach to problem solving; logical and methodical.

Required Skills

• Business focus – demonstrate the ability to learn and understand the business and financial impact of an incident and articulate it to create a sense of urgency
• Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.
• Able to translate technical incidents into business terms.
• Able to facilitate conversations with large groups of remote people.
• Strong understanding of ITIL and Incident Management practices.
• 5+ years of experience in an Enterprise 24x7 Network Operations Center or Production Support environment required _OR_
• 5+ years Customer Service experience, Incident and Problem Management required.
• Customer focus and ownership - displays initiative and a proactive approach to work.
• Experience working in large and complex operations environments.
• Exposure and familiarity with change, problem and release management.
• Four year College degree in a technical field or equivalent experience.

Preferred Skills

• Technical experience in network and server administration, including hands on experience.
• Experience with monitoring technologies.
• Web, IAM and Cloud experience a plus.

Why Ensono?

Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it. 

We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on client site, you can choose to work from home or in our Ensono offices.

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