Critical Incident Manager


San Diego, CA

Industry: Technology


Not Specified years

Posted 28 days ago

  by    Emily Russo

We are looking for Critical Incident Manager for our client in Irvine, CA

Job Title: Critical Incident Manager

Job Location: San Diego, CA

Job Type: Contract ? 12 Months

Job Description:

  • This position, "Critical Incident Manager" chips in and grants a superb career opportunity by owning and driving the activities related to the Major Incident Management (IcM) process for client's critical Infrastructure, Applications and services. 
  • You collaborate directly by leading, commanding, and controlling major incidents where financial, reputation, and/or legal/regulatory impact to organization is at risk.

Roles and Responsibilities:

  • Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges
  • Ensuring that the right incident roles are being covered.
  • Executive summaries for Director/VP levels to Summarize on Critical and High Priority Major Incidents
  • Master priority determination based on extracted information and impacts
  • Sensitive to future impact and risk to customers/stakeholders to triage and settle severity
  • Act as leader to have general oversight on regional Major Incident events
  • Lead L1 and L2 activities and master each of its tasks.
  • Leading and Conduct Major Incidents with High Priority
  • Providing status of the situation anytime a senior request arise and explain at technical and business level.
  • Provide and document input for Root Cause Analysis
  • Handle and deal with Executive calls
  • Having executive representation whenever needed on Huddles and Staff sessions
  • Running Senior interaction at any level and challenge handling


  • Critical Thinking
  • Deductive Reasoning
  • Problem Solving
  • Leadership ? Capacity, Capability, and Competency ("Leaders inspire other to take action")
  • Commanding presence
  • Active and Agile Listening
  • Maintaining a professional demeanor and attitude while being aggressive
  • Ability and confidence to act with decisiveness on critical decisions
  • Exercise influence over a wide variety of individuals at all levels of technical & business leadership
  • Ability to multi-task and make good judgments in a dynamic, high stress environment.
  • Ability to challenge information if the response does not fit the situation
  • Excellent telephone, oral communication skills, strong verbal and written English
  • Good interpersonal & relationship building
  • Ability to learn and develop quickly.



  • Strong formation in running incidents / situations / crisis events in a large, complex enterprise environment
  • Wide technical experience? preferably in leadership or a domain expert contributor role in an application support or infrastructure organization
  • Well-trained specialist working in a proficient environment
  • Experienced on interacting with a demanding customer focused service delivery organization
  • Demonstrable understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
  • Industry recognized trouble shooting methodology to be able to ask the right questions
  • Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises


  • University undergraduate BS/BA degreepreferred
  • ITIL v3 Certification(s)
  • Good Verbal and written communication skills.