Incident Manager

Risk Strategies is seeking an experienced IT Incident Manager to join our team. As an IT Incident Manager, you will be responsible for overseeing the resolution and prevention of IT incidents and lead the problem management efforts within our organization.

Your Impact:

• Drive the efficiency and effectiveness of the incident management process and make recommendations for improvement.
• Coordinate the response and resolution efforts of technical teams to minimize downtime and restore services within agreed-upon service level agreements (SLAs).
• Analyze incident trends to identify potential problems and mitigate impact.
• Review incident tickets to ensure proper coding procedures are diligently followed.
• Oversee the Major Incident Management process and identify process improvement opportunities.
• Communicate with stakeholders to provide updates on incident status and resolution progress.
• Conduct post-incident reviews to identify root causes, lessons learned, and opportunities for improvement.
• Communicate with vendors ensuring their full support and responsiveness for immediate remediation of incidents and subsequent Root Cause Analysis documentation.
• Lead the identification, investigation, and analysis of recurring or complex IT problems to determine root causes.
• Collaborate with technical teams to develop and implement effective problem resolution plans, including workarounds and permanent fixes.
• Drive the creation and maintenance of knowledge to facilitate quicker incident resolution and problem identification.
• Implement proactive measures to prevent the recurrence of known issues and mitigate potential risks to IT services.
• Ensure vendors are held accountable for their responsiveness as defined by any established SLAs.
• Monitor and report on key performance indicators (KPIs) to ensure efficient service delivery.
• Drive effective reporting and dashboards to gain real-time insights into issues or trends.

Successful Candidate will have:

• Technical college degree or equivalent work experience
• 3-5 years of Incident Management experience. ITIL certification a plus
• ServiceNow experience required with solid knowledge of Incident, Problem, Knowledge, and Reporting modules.

Risk Strategies is the 9th largest privately held US brokerage firm offering comprehensive risk management advice, insurance and reinsurance placement for property & casualty, employee benefits, private client services, as well as consulting services and financial & wealth solutions. With more than 30 specialty practices, Risk Strategies serves commercial companies, nonprofits, public entities, and individuals, and has access to all major insurance markets. Risk Strategies has over 100 offices and nearly 5,000 employees across the US and Canada. 

Our industry recognition includes being named a Best Places to Work in Insurance for the past five years (2018-2022) and on the Inc. 5000 list as one of America’s Fastest Growing Private Companies. We are committed to being good stewards for our company, culture, and communities by having a strong focus on Environmental, Social, and Governance issues.

At Risk Strategies Company, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including medical, dental, vision, disability, life, and retirement savings, The total compensation for a position may also include other elements dependent on the position offered. The expected base pay range for this position is between $80,000.00 - $100,000.00. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.

Risk Strategies is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at Risk Strategies by visiting our careers page: www.risk-strategies.com/careers.