Critical Incident Manager

Frisco, TX - USA

Monthly Salary: Not Disclosed

Posted on: 26-08-2025

Vacancies: 1 Vacancy

Job Summary

Position: Critical Incident Manager

Location: Melbourne FL/Dallas/Frisco TX/Cary NC***Day Onsite***

Critical Incident Manager

Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks

Use the designated or allotted communication bridge monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties

Authorize any IVR message updates for Service Desk

Work with all stakeholders to identify the workaround or resolution for the Incident

Set expectations of all stakeholders about the timelines and permissions required for the resolution

Send Periodic updates to the stakeholders (and if required to the customers) through Service Desk until the Incident is resolved

Initiate Emergency Changes if required mobilize cross functional teams External Vendors and obtain approvals for the mitigation actions from all stakeholders

Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state

Open Problem Tickets as per Problem Management Policy and Procedures

Document in retrospect the actions taken learning and approvals in the service Management tools

Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.

Position: Critical Incident Manager Location: Melbourne FL/Dallas/Frisco TX/Cary NC***Day Onsite*** JD Critical Incident Manager Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks Use the designated or ...