Incident Manager

The Company:
Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.

The Role:
The Incident/Problem manager is responsible for participating and overseeing the Incident Management and Problem Management process for Technical Operations. This position is focused on driving high priority incidents and escalations to resolution. Responsibility includes collaborating and partnering with the multiple teams to drive action and foster growth within the supported suite of products. In addition, this position will be responsible for management of the Problem queue, ensuring that the underlying cause of incidents and recurrent issues are addressed and driving operational stability.

The Incident Manager is responsible for ensuring a consistent method of incident management is followed; this includes incident classification, escalation paths and communication protocols. The candidate will facilitate 5 Whys discussions for high priority incidents with a focus on process improvement as well as technical resolution.

In addition to Incident and Problem Management responsibilities, the candidate must have the ability to perform well under pressure. Candidates will be extremely business/end-user focused, with strong written and oral communication skills and will be used to working in business-critical environments. The ability to coordinate resources from disparate teams without direct management responsibility is critical.

What You’ll Do: 

The candidate should also possess an understanding of high-availability based environments to help lead successful triage and incident resolution.

• Align the appropriate resources to resolve critical incidents in the environment. Drive incidents to service restoration/resolution.

• Provide regular updates to communications stakeholders for dissemination to customers

• Manage Problem Management queue to address underlying cause for incidents and drive continued improvement in service availability.

• Drive continued improvement on incident management and problem management processes across geographically dispersed operations teams.

• Ability to gather appropriate resources from the customer and internal teams to drive resolution to high level issues.

• Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution

• Document the root cause analysis to be provided to communications stakeholders

• Drive continued improvement in system availability through problem identification and resolution.

• Monitor KPIs that indicate effectiveness of the Incident/Problem Management process.

• Technical Expertise:  Strong understanding of General Datacenter and Cloud based environments.  Knowledge of hardware, software, networks, databases and security technologies and nomenclature will be required to be effective in this role.

Ideal Qualifications:

• Communication Skills further detailed:  This role MUST be able to communicate clearly and concisely with technical teams, business stakeholders, executives, and external customers (when requested).  They should be able to translate complex technical information into non-technical language and provide effective and widely understood details and updates.

• Personal Traits sought: Adaptability and Resilience-An effective Incident manager should be adaptable and resilient, capable of handling changing circumstances and managing stress within themselves and of others during a live event.  They must be able to “think on their feet”, adjust strategies as needed, and inspire confidence in the response team and in controlling the resolution of the event/incident.

What We Offer:

• The table-stakes benefits you’d expect including: medical/dental/vision, life and disabilities insurance.

• Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.

• 401k plan with a company match on your contributions.

• Employee-centric and supportive remote work environment with flexibility.

• Support for life events including paid parental leave.