Incident Manager

Full-time
- Department: Cloud Operations
- Work Type: Remote

**Company Description**:
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.

**“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”**

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - **S**upport, **E**xcellence, **C**ommunication, **T**eamwork, **I**ntegrity, **G**rowth and **O**penness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

We are looking for an Incident Manager to join our growing global team at Sectigo.

The Incident Manager is responsible for managing the lifecycle of unplanned interruptions, ensuring mínimal disruption to business operations and compiling root cause analysis (RCA).

Here are the core functions, responsibilities, and expectations for this role:

- Overseeing critical incidents: Coordinate response efforts and communicate with stakeholders to resolve incidents efficiently.
- Managing incidents: Work with support teams to provide timely solutions and ensure proper communication during incidents.
- Establishing incident management processes: Define that an incident qualifies as a Sev 1 or 2, prioritize remediation activities and coordinate with various teams to minimize downtime.
- Documentation and Reporting: Maintain records of incident and resolutions for future reference and analysis.
- Continuous process improvement: Conduct process improvements for the incident management life cycle and collaborate with IT and business partners.
- Problem management process: Complete the root cause analysis (RCA) and if qualified initiate the problem management process and follow up with teams through completion.
- Be available for incident support 24X7.
- Travel both internationally and nationally as needed ( for site support, meetings, projects, etc.).
- Other duties as assigned and related to the nature of this role and company initiatives.

**Qualifications**:
**Education**:

- Bachelor’s degree in computer science, information technology, or related field is strongly preferred. Will consider experience in lieu of degree.

**Experience**:

- Proven experience (typically 3+ years) in incident management role roles is required.
- Strong knowledge of IT service management, including ITIL or COBIT.
- Excellent managerial skills and ability to collaborate and work with teams’ members from multiple organizations.
- Proficiency in ITSM service desk solutions, preferably Freshservice or any of the other comparable tools, such as, ServiceNow.
- Excellent analytical, problem-solving, and troubleshooting skills, with the ability to drive diagnoses and resolve complex service issues.
- Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams, articulate technical concepts to non-technical stakeholders, and mentor junior staff.
- Ability to analyze high volume of technical data and work in a fast paced environment in the resolution of incidents.

**Additional Information**:
**Global team. Global reach. Global impact.**

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work - and our team members - reflect the positive outcomes we deliver to our customers every day.