Critical Incident Response Manager, Enterprise Justice
Critical Incident Response Manager, Enterprise Justice
Posted on :
06-07-2025
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1 Vacancy
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Job Description
Description
The Critical Incident Response Manager is responsible for overseeing severity incidents and critical situations of varying impact in time-sensitive high-stress situations for the Courts and Justice division in Tyler hosted (AWS GovCloud) and on-premises environments. This position requires swift response and management of incidents both on and off-business hours working interdepartmentally and cross-divisionally to assemble teams coordinate resources and assign responsibilities across various technical disciplines and product owner teams to collaboratively work toward incident resolution. The Critical Incident Response Manager must be able to understand complex issues and summarize in communication to senior level management in an easy-to-understand manner. Conduct post-incident root cause analysis for future prevention mitigation and process improvement holding responsible teams accountable.
Responsibilities
- Assess reported incidents severity and organizational impact escalating to appropriate stakeholders for immediate response triage and troubleshooting.
- Conduct critical incident management working with multiple technical and development teams as they diagnose and troubleshoot issues providing technical expertise.
- Monitor issues and report on progress of incidents through timely updates to effectively communicate to all levels of management and stakeholders.
- Make timely critical business decisions based on information provided by the expertise of technical teams considering immediate client impact Service Level Agreement violations and potential service interruption financial penalties.
- Evaluate root cause analysis and generate client-facing communication in accordance with company standards for hosted (SaaS) customers.
- Analyze incident root causes making technical and process improvement recommendations and drive client adoption for resolved software defects.
- Track and report on incidents to identify trends and engage responsible teams for future prevention and risk mitigation.
- Conduct regular cross-departmental incident review meetings for accountability and issue prevention.
- Work with Tyler technical teams and client-facing business units to coordinate maintenance for issue remediation in accordance with contractually obligated maintenance windows.
- Participate in troubleshooting and outage scenarios and provide technical support and feedback to resolve issues.
- Manage on-call engineer scheduling and appropriate technical resource engagement during off-hours incidents
Qualifications
- Bachelors degree in computer science or related field or comparable work experience.
- Preferred three to five years general IT Administrator experience
- Strong understanding of the Enterprise Justice Suite and Courts and Justice products
- Working knowledge of incident management and issue tracking & ticketing tools (JIRA CRM PagerDuty) Confluence AWS cloud environments and monitoring & observability concepts (CloudWatch DataDog PagerDuty).
- Ability to prioritize and manage multiple critical incidents in a fast paced technical environment.
- Demonstrated ability to maintain an assertive positive and professional attitude in high-stress situations.
- Excellent interpersonal and communication skills at all organization levels including attention to detail and strong listening skills.
- Strong negotiation conflict resolution and persuasion skills
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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