Critical Incident Team Member

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Origin

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏢 Enterprise

🏛️ Government

Enterprise • Software • Government

Origin is a company specializing in utility and municipal modernization, delivering business and technology solutions to municipalities and utilities. With a focus on cutting-edge technology, Origin offers professional services and managed solutions, including the Enterprise Service Framework (ESF) platform, which streamlines operations and enhances digital customer engagement. They provide utility and municipal software solutions to improve service delivery and operational awareness. Origin partners with utilities to implement enterprise applications and deliver innovative software designed to enhance community engagement and operational efficiency.

📋 Description

• Members of the Critical Incident team are responsible for managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions affecting the services provided. • Follow incident management protocols and restore services to normal operation as quickly as possible. • Serve as the point of contact for incident communication, lead client status meetings, report system issues to upper management, and coordinate between the client and internal operations teams. • Plan, coordinate, and monitor activities required to perform, track, and report on the issue management process. • Ensure adherence to incident management protocols; report any deviations to the Critical Incident Manager or Operations Lead. • Ensure timely response from technical and operations staff to address and resolve incidents. • Escalate unresolved issues as needed to meet established Service Level Agreements (SLAs). • Coordinate root cause analysis and ensure implementation of permanent corrective actions. • Initiate, schedule, and conduct post-incident reviews; share lessons learned with relevant stakeholders. • Support security reviews and audits related to the Incident Management process. • Contribute to continuous improvement efforts by reviewing and enhancing process performance, policies, procedures, and supporting technologies. • Schedule and lead client update meetings to provide status updates and manage ticket resolution.

🎯 Requirements

• Experience working in a structured, process-driven environment. • Demonstrated ability to interact effectively with senior-level clients and maintain credibility through consistent delivery and follow-through. • Familiarity with IT process-related industry best practices and standards (e.g., ITIL). • Solid understanding of general technology infrastructure concepts. • Knowledge of how infrastructure supports business operations, particularly within a Shared Services model. • Experience managing client-based ticket tracking systems and facilitating client-facing issue review meetings. • Bachelor's Degree in a relevant field (e.g., Technology, Information Systems, or related discipline).

🏖️ Benefits

• N/A