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Incident Manager

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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

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