Critical Incident Team Member

Job not on LinkedIn

🕒 August 7

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Origin

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

Consulting • Logistics • Software

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

• Manage the lifecycle of unplanned interruptions, malfunctions, and quality reductions affecting provided services • 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 and update meetings • Report system issues to upper management • Coordinate between clients and internal operations teams • Plan, coordinate, monitor, track, and report on issue management activities • Ensure adherence to incident management protocols and report deviations • Ensure timely response from technical and operations staff • Escalate unresolved issues to meet established SLAs • Coordinate root cause analysis and implementation of permanent corrective actions • Conduct post-incident reviews and share lessons learned • Support security reviews and audits related to Incident Management • Improve process performance, policies, procedures, and supporting technologies • Manage ticket resolution and provide client status updates • Serve as primary point of contact for Severity 1–5 incidents • Minimize the impact of service issues on client operations • Identify client pain points and emerging needs • Capture potential business opportunities and partner with leadership to refine service offerings

🎯 Requirements

• Experience working in a structured, process-driven environment • 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, such as 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 • Experience facilitating client-facing issue review meetings • Bachelor’s Degree in a relevant field, such as Technology or Information Systems