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Incident Management Specialist


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Job Details

Location: Austin, Travis County, Texas, USA Posted: Apr 02, 2020

Job Description

Every company has a mission. At Accruent, ours is to make sure you are ready to deliver on yours. 10,000+ customers around the globe depend on Accruent to lead their physical resources and gain the transparency to execute their mission. We’re mission ready. Are you?

Why you want to work for our Security team:

The Incident Management Specialist resolves crisis scenarios impacting Accruent’s 24x7 SaaS operations, supporting over 10,000 customers around the globe. This position requires frequent cross departmental communication and the ability to operate and communicate in a fast-paced environment. The individual would benefit from previous experience delivering support to a global customer base during major outages and crisis events. This individual quickly builds relationships and drive escalations during high pressure scenarios. Post-Incident, the Incident Management Specialist guides teams in Root Cause Analysis (RCA), provides input into business and systems processes, and drives operational improvements through preventative actions. Incident Management Specialists are key influencers of Accruent’s services and business, working closely with subject matter experts (SMEs) and leadership teams. This is a high-visibility position requiring frequent contact with Senior Leadership (C-Suite and Functional Vice Presidents), communicating in a fast-paced environment. Exceptional written and verbal communication skills are a must, with ability to simplify complex issues into easy to understand concepts.

This position reports directly to the Senior Manager, Incident Management and will be located in Accruent's Headquarters in Austin, Texas.

How you'll make a difference:

  • Initiate and lead Business Critical Incident Management (Tiger Team) calls with cross functional stakeholders.
  • Assess, triage, and prioritize incidents according to business impact, engaging resources as needed for service restoration.
  • Provide effective and proactive communications to appropriate stakeholders (including the Leadership teams) regarding the status and progress of each Incident and Root Cause.
  • Write customer facing communications for status updates and Incident Reports.
  • Capture Incident details and update required tools and documents.
  • Lead Root Cause Analysis workshops with technical teams, defining root cause, identify and drive corrective actions.
  • Ensure that the detection, initial diagnosis and repair of incidents is effectively and consistently applied.
  • In cooperation with Problem and or Change Managers, conduct post incident analysis and ensure accurate root cause of incidents is captured and appropriate preventive actions are identified and tracked.
  • Drive communications and accountability for service improvement plan.
  • Design and continually improve processes and metrics.
  • Work closely with Change Management leaders on major incidents to correlate them to requested changes.
  • Travel – None.
  • On-call duties of Major Incidents during non-business hours, approximately once every 8 weeks.

What you bring to the table:

  • Excellent English communication skills (written and oral)
  • Experts at translating complex issues into easily understandable statements
  • Experience interacting with all levels of management
  • Operational experience within a mission critical environment
  • Understanding of Service Level Agreements and their application
  • First-class analytical skills, with strong attention to detail
  • Ability to work independently and make decisions where necessary
  • Experience creating and improving processes
  • Preferred skills/experience:
    • ITIL Foundations Certified
    • IT infrastructure experience including networking, SAN, VMware and/or Hyper-V, Server operating systems such including Microsoft Server and/or Linux
    • Experience working with relational databases, programming, scripting, or web applications
    • Experience participating in Incident Post Mortems and/or Root Case Analysis investigations
    • Undergraduate degree
    • Lean Six -Sigma Certification
    • Previous SaaS operational experience
    • Salesforce & Excel reporting

At this time, visa sponsorship is not available.

We believe everyone can bring something incredible to the table with each of our unique experiences and personal skillset. We encourage you to apply for roles that interest you, even if you don’t believe you have the exact experience we’re looking for, or your background doesn’t match the job description perfectly. If you are courageous, adaptable, and love being part of an extraordinary team, we want to hear from you!

About Accruent

Accruent is a global software company that helps organizations transform how they manage their physical resources.

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