Incident Manager

Job Description:

Workplace Technology Management

• Oversee and monitor workplace technologies including:
• End-user device management
• Virtual desktops
• Collaboration and productivity tools (e.g., Microsoft 365)

Technical Support & Incident Resolution

• Provide 3rd level support
• Investigate, diagnose, and resolve complex technical incidents

Service Improvement & Change Execution

• Drive continual service improvement initiatives
• Execute complex changes
• Recommend best practices to clients

Infrastructure Projects & Migrations

• Actively participate in infrastructure upgrades and migrations
• Review and contribute to high-level design documents
• Evaluate new products and recommend infrastructure solutions

Infrastructure Assessment & Documentation

• Assess infrastructure components
• Maintain and update low-level design documents

Coaching & Mentoring

• Provide guidance and mentorship to team members

Automation & Scripting

• Contribute to scripting and automation efforts for service management