Incident Manager

A Place For Mom Overland Park , KS 66204

Posted 2 months ago

Overview

ABOUT A PLACE FOR MOM

A Place for Mom is an online platform connecting families searching for senior care services with a team of experienced advisors providing insight-driven and personalized solutions. Our mission, as the leader in senior care advisory, is to be a trusted destination for families and our community customers. We are a quickly growing organization with over 500 advisors connecting more than 300K families every year to one of our community customers.

Living by our values and working to achieve excellence on behalf of our customers is integral to success at A Place for Mom. Employees who thrive at A Place for Mom live our values every day and are an important part of our hiring practices:

  • Focus on Excellence

  • Act with Integrity & Assume Positive Intent

  • Drive Outcomes Every Day with Passion and A Sense of Mission

  • Make the Lives of our Families and Customers Better, Easier and More Successful

  • Realize the Full Potential in Each Team Member. Work as a Single Supportive Team

COMPANY LEADER

Larry Kutscher - Chief Executive Officer

Larry Kutscher is Chief Executive Officer of A Place for Mom. Larry is a veteran CEO with over 30 years of experience leading digital, technology and service businesses through significant periods of growth and value creation. Prior to this role, he served as Chief Executive Officer of TravelClick, where he drove the company's overall strategic vision and helped increased the company's value from approximately $300 million to more than $1.5 billion over eight years.

THE POSITION

Do you thrive on the challenge of problem solving major incidents? Do you enjoy using your technology experience to guide teams to incident resolution? Are you looking for a challenge where you can apply your skills? If so, come join our team and continue to develop these skills!

A Place for Mom is seeking a motivated and energetic Incident Manager who contributes to the overall support of our employee base. A Place for Mom has a deployed sales team, external call center operation and corporate resources that require strong architecture and troubleshooting skills.

Who you are:

An experienced Incident Manager that is passionate about supporting the business and end users, and ensuring that they have the tools to succeed at their jobs. You want to contribute to the team and grow your own skills.

Responsibilities

What you will do:

  • Provide triage and escalation support for systems events impacting users across A Place for Mom. This includes but not limited to coordinating technical service owners, providing status updates to leadership and customers, and performing hierarchical escalations as needed

  • Lead & Orchestrate medium to high severity incident calls

  • Support Change Management

  • Partnering with customers to confirm event impact

  • Participate in on-call duties

  • Partner with service owners to ensure effective post incident review analysis, participate in identifying business solutions, and track identified defects to resolution

  • Development of tools and processes to automate and streamline issue resolution and tracking

  • Serve as leader and point of contact for escalated contact resolution of a business impacting or sensitive nature

  • Work with other teams to ensure thorough documentation of all systems and dependencies

  • Work with other teams to ensure full and proper monitoring of all systems

  • Build and provide reports and dashboards to report on current and historical incidents

Qualifications

Required Skills and Competencies:

  • 3+ years supporting Enterprise Level Technology as a Major Incident

  • 7+ years of experience in Information Technology

  • AWS Cloud exposure/knowledge on concepts

  • Excellent verbal and written communication skills

  • Strong problem-solving skills

  • Sense of urgency

  • Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management

  • Broad working knowledge of IT infrastructure

  • Familiar knowledge of ITIL processes

Education & Certifications

  • Bachelor's Degree in IT or related field experience preferred

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Incident Manager

A Place For Mom