Incident Manager in Texas

The Incident Manager will work closely with Customer Support, Product, and Engineering teams to ensure incidents are resolved efficiently and effectively, minimizing impact on our customers and business operations. This role is crucial in managing our IT Service Management (ITSM) system, running on Jira Service Desk Management (JSM), and overseeing all Tier 3 production incidents.

What You'll Do:

• Manage the end-to-end incident management process for Tier 3 production incidents, ensuring timely resolution and communication.
• Oversee the ITSM system running on Jira Service Desk Management (JSM), maintaining accurate records of all incidents and ensuring compliance with SLAs.
• Act as the primary point of contact for major incidents, coordinating with cross-functional teams to drive resolution.
• Develop and maintain incident management policies, procedures, and documentation.
• Collaborate with Customer Support,...