Change & Incident Manager

Job description

A Day in the Life:
We are looking for a dynamic incident manager to join our IT department.

In this role, you'll be in charge of leading the incident/problem management process to resolution and restoring our company's provided IT operations swiftly.

You will also log and categorize recurring incidents to improve incident management protocols.
To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures.

Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.
What You'll Do:
+ Coordinate and oversee the change management process, ensuring all changes are properly assessed, approved, documented, and implemented with minimal disruption to services.
+ Engage with stakeholders across technical and business teams to ensure compliance with change policies, facilitate training for unfamiliar personnel, and manage exceptions or expedited/emergency changes when necessary.
+ Overseeing the incident management process and team members involved in resolving the incident.
+ Responding to a reported service incident, identifying the cause, and initiating the incident management process.
+ Prioritizing incidents according to their urgency and influence on the business.
+ Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
+ Collaborating with the incident management team to ensure that all protocols are diligently followed.
+ Logging all incidents and their resolution to see if there are recurring malfunctions.
+ Adjusting the incident management process as required to ensure its effectiveness.
+ Communicating with upper management if major issues are found in the IT system.
+ Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
What We're Looking For:
+ Bachelor's degree in information technology, engineering, or a related field or at least three year's experience working in IT service management, or a similar role.
+ Strong knowledge of IT service management software such as ITIL.
+ Experience working with IT systems and software such as Dynatrace, Splunk and Jenkins.
+ Excellent managerial skills and ability to collaborate with team members.
+ Ability to analyze a high volume of technical data and work in a fast-paced environment.
+ Strong problem solving, communication, analytical, and time management skills.
We expect the salary to be around $100,000 to $125,000 with annual bonus and profit sharing eligibility.

The actual salary will be determined based on years of relevant work experience.

Posting open until the position is filled.
What you'll Get:
+ 40% off the base rate of any standard Hertz Rental  
+ Paid Time Off
+ Medical, Dental & Vision plan options
+ Retirement programs, including 401(k) employer matching
+ Paid Parental Leave & Adoption Assistance
+ Employee Assistance Program for employees & family
+ Educational Reimbursement & Discounts
+ Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
+ Perks & Discounts –Theme Park Tickets, Gym Discounts & more
A Day in the Life:
We are looking for a dynamic incident manager to join our IT department.

In this role, you'll be in charge of leading the incident/problem management process to resolution and restoring our company's provided IT operations swiftly.

You will also log and categorize recurring incidents to improve incident management protocols.
To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures.

Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.
What You'll Do:
+ Coordinate and oversee the change management process, ensuring all changes are properly assessed, approved, documented, and implemented with minimal disruption to services.
+ Engage with stakeholders across technical and business teams to ensure compliance with change policies, facilitate training for unfamiliar personnel, and manage exceptions or expedited/emergency changes when necessary.
+ Overseeing the incident management process and team members involved in resolving the incident.
+ Responding to a reported service incident, identifying the cause, and initiating the incident management process.
+ Prioritizing incidents according to their urgency and influence on the business.
+ Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
+ Collaborating with the incident management team to ensure that all protocols are diligently followed.
+ Logging all incidents and their resolution to see if there are recurring malfunctions.
+ Adjusting the incident management process as required to ensure its effectiveness.
+ Communicating with upper management if major issues are found in the IT system.
+ Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
What We're Looking For:
+ Bachelor's degree in information technology, engineering, or a related field or at least three year's experience working in IT service management, or a similar role.
+ Strong knowledge of IT service management software such as ITIL.
+ Experience working with IT systems and software such as Dynatrace, Splunk and Jenkins.
+ Excellent managerial skills and ability to collaborate with team members.
+ Ability to analyze a high volume of technical data and work in a fast-paced environment.
+ Strong problem solving, communication, analytical, and time management skills.
We expect the salary to be around $100,000 to $125,000 with annual bonus and profit sharing eligibility.

The actual salary will be determined based on years of relevant work experience.

Posting open until the position is filled.
What you'll Get:
+ 40% off the base rate of any standard Hertz Rental  
+ Paid Time Off
+ Medical, Dental & Vision plan options
+ Retirement programs, including 401(k) employer matching
+ Paid Parental Leave & Adoption Assistance
+ Employee Assistance Program for employees & family
+ Educational Reimbursement & Discounts
+ Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
+ Perks & Discounts –Theme Park Tickets, Gym Discounts & more
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand.

The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
**US EEO STATEMENT**
At Hertz, we champion and celebrate a culture of diversity and inclusion.

We take affirmative steps to promote employment and advancement opportunities.

The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company.
Individuals are encouraged to apply for positions because of the characteristics that make them unique.
EOE, including disability/veteran

Required Skill Profession

Other General