incident manager

Capgemini

<div><div><div><div><div><div><div><h2 class="jobSectionHeader"><b>Job Description</b></h2>
</div><div><p>Takes the lead when critical incidents arise, guiding teams through fast, structured, and coordinated responses. Ensures that major outages or security threats are managed efficiently, communication flows clearly, and resolutions are achieved as quickly as possible. This role has a direct impact on business continuity and supports continuous improvement in high‑pressure response situations.</p>
<ul><li>Identify and classify major incidents requiring immediate intervention.</li>
<li>Develop and maintain response plans tailored to high‑severity situations.</li>
<li>Lead and facilitate major incident bridge calls with all relevant stakeholders.</li>
<li>Communicate timely updates and expectations to internal and external parties.</li>
<li>Allocate resources to support rapid and effective incident resolution.</li>
<li>Document incident timelines, actions, and outcomes for reporting and analysis.</li>
<li>Oversee the resolution process to ensure adherence to procedures and timelines.</li>
<li>Conduct post‑incident reviews to drive process improvements and quality standards.</li>
<li>Provide training and awareness programs to enhance incident response capabilities.</li><br>
</ul></div></div><p></p><div><div><h2 class="jobSectionHeader"><b>Job Description - Grade Specific</b></h2>
</div><div><ul><li>Holds a bachelor&rsquo;s degree in IT, business continuity, emergency management, or a related field.</li>
<li>Brings strong experience in managing major incidents or crisis situations.</li>
<li>Demonstrates understanding of incident response frameworks such as ITIL, NIST, or ISO 27001.</li>
<li>Communicates clearly, confidently, and collaboratively with stakeholders at all levels.</li>
<li>Makes sound decisions under pressure and demonstrates effective leadership.</li>
<li>Analyzes complex situations quickly and proposes practical solutions.</li>
<li>Familiarity with incident management software and related tools.</li>
<li>Holds an ITIL certification (or equivalent).</li></ul></div></div></div></div></div></div></div>

Major Incident Manager

The Home Depot

<div>
 Req181248
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  Position Purpose
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 The Major Incident Manager role operates as a full-scope Incident Manager, executing the same responsibilities and meeting the same performance expectations as other members of the team. As our organization has significantly expanded its operational scope&mdash;resulting in a four- to fivefold increase in incident volume and the added responsibility of tracking all business-impacting incidents, this role has become critical to maintaining program effectiveness. This model depends on experienced leadership to scale successfully. In addition to these core responsibilities, this resource will serve as Program Manager for Enterprise Problem SME efforts, owning the tracking and coordination of all Major Incident Problem Records, and acts as the designated secondary lead for Major Incident BPMs. Their contributions are essential to sustaining operational continuity and delivering against leadership expectations for this expanded program.
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  Key Responsibilities
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   25% Support &amp; Enablement:
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   Participates in advanced troubleshooting and drives resolution
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   Interfaces with business stakeholders and IT teams to elicit problem details
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   Addresses technical issues both synchronously and asynchronously; escalates accordingly
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   30% Delivery &amp; Execution:
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   Provides after hours, overnight, and weekend on-call support
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   Documents, reviews and ensures that all quality and change control standards are met
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   Provides advanced support for VP level and above
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   Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate
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   Develops requirements and specifications for project and product lifecycles
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   Identifies diagnostic utilities to aid in troubleshooting
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   Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution
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   Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
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   Identifies process and systems improvements that drive quality within the team
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   Acts as a role model for maintaining relationships with site leadership
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   5% Administration &amp; Operations:
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   Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly
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   Evaluates documented resolutions and analyzes trends to prevent future problems
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   40% Learning:
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   Produces and updates content for knowledge base articles and training for product support team
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   Guides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this task
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   Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
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   Analyze information to determine areas for further training and coaching
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   Researches and incorporates pertinent product update information in alignment with current trends
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  Direct Manager/Direct Reports
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   Typically reports to the Product Support Manager or Sr. Manager.
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  Travel Requirements
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   Typically requires overnight travel less than 10% of the time.
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  Physical Requirements
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   Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
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  Working Conditions
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   Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
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  Minimum Qualifications
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   Must be eighteen years of age or older.
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   Must be legally permitted to work in the United States.
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   Must be legally permitted to work in the United States
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  Preferred Qualifications
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   3-5 years of Incident Manager experience (not incident response)
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   Deep understanding and working knowledge of ITIL
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   Advanced level of Problem Record Management
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   Working understanding of Optic
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   Highly proficient in- Teams, Slack, Gemini, Copilot, PagerDuty, Tableau and the MS office suite
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   Minimum Education:
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   The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
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  Preferred Education
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   No additional education
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  Minimum Years Of Work Experience
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   3
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  Preferred Years Of Work Experience
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   No additional years of experience
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  Minimum Leadership Experience
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   None
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  Preferred Leadership Experience
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   None
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  Certifications
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   None
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  Competencies
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   Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
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   Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
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   Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
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   Customer Focus: Building strong customer relationships and delivering customer-centric solutions
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   Decision Quality: Making good and timely decisions that keep the organization moving forward
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   Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
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   Manages Conflict: Handling conflict situations effectively, with a minimum of noise
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   Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
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   Resourcefulness: Securing and deploying resources effectively and efficiently
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   Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
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 Apply End Date: 07/24/2026
</div>


Major Incident Manager (Remote)

ITWORX

<div><p>Project Manager (Support) | Fulltime</p>
<div><h6 class="jobSectionHeader"><b>Job Description:</b></h6>
<p></p><p><b>Job Purpose</b></p>
<p>To ensure <b>end-to-end governance of SLAs and Incident Management</b> for business-critical applications, guaranteeing service availability, rapid incident resolution, and compliance with agreed service targets while minimizing business disruption and driving continuous service improvement.</p>
<p>This role acts as the <b>central authority for SLA performance, major incident coordination, and vendor accountability</b> across all application services.</p>
<p><b>﻿</b><b>Key Responsibilities</b></p>
<p><b>1. SLA Management &amp; Governance</b></p>
<ul><li>Define, review, and enforce <b>Service Level Agreements (SLAs), OLAs, and KPIs</b> aligned with business needs</li>
<li>Monitor SLA performance and proactively address breaches and risks</li>
<li>Lead periodic SLA reviews with business stakeholders and vendors</li>
<li>Ensure service catalog and SLA definitions remain updated and relevant</li>
<li>Drive service performance reporting (availability, response, resolution, uptime)</li><br>
</ul><p></p><br>
<p><b>2. Incident, Major Incident Management and Problem Management</b></p>
<ul><li>Own <b>end-to-end incident management lifecycle</b> (logging, prioritization, escalation, resolution, closure) [Applicatio...Procedure | Outlook]</li>
<li>Lead <b>Major Incident (P1/P2) bridge calls and war rooms</b> and coordinate all resolver teams</li>
<li>Ensure rapid service restoration through clear prioritization and direction</li>
<li>Maintain communication governance (internal + business communication cadence)</li>
<li>Conduct <b>Post-Incident Reviews (PIR)</b> and track corrective actions</li>
<li>Own Problem Management and RCAs from initiation till closure.</li><br>
</ul><p></p><br>
<p><b>3. Vendor &amp; Third-Party Management</b></p>
<ul><li>Govern vendor performance against contractual SLAs and support obligations</li>
<li>Act as the <b>single point of escalation</b> for vendor-related incidents and SLA breaches</li>
<li>Review vendor deliverables, incident reports, and root cause analysis (RCA)</li>
<li>Ensure vendors comply with incident communication and escalation protocols</li><br>
</ul><p></p><br>
<p><b>4. Service Performance &amp; Reporting</b></p>
<ul><li>Produce executive-level dashboards for:</li>
<li>SLA compliance</li>
<li>Incident trends &amp; volumes</li>
<li>MTTR / MTTA</li>
<li>Availability metrics</li>
<li>Identify recurring issues and initiate <b>problem management actions</b> to reduce incidents</li>
<li>Support data-driven decision making for service improvement</li><br>
</ul><p></p><br>
<p><b>5. Process Governance &amp; Continuous Improvement</b></p>
<ul><li>Establish and maintain <b>standard operating procedures (SOPs)</b> for incident and SLA management</li>
<li>Drive transition from <b>reactive incident handling to proactive prevention</b></li>
<li>Ensure compliance with ITSM processes (Incident, Problem, Change)</li>
<li>Lead continuous improvement initiatives for support operations</li><br>
</ul><p></p><br>
<p><b>6. Stakeholder Management</b></p>
<ul><li>Act as the <b>primary interface between Business, IT, and Vendors</b></li>
<li>Provide clear communication during major incidents and service outages</li>
<li>Align service delivery with business priorities and critical services</li>
</ul></div><p></p><div><h6 class="jobSectionHeader"><b>Job Requirements:</b></h6>
<p></p><p><b>Qualifications &amp; Experience</b></p>
<ul><li>Bachelor&rsquo;s degree in IT, Computer Science, or related field</li>
<li>ITIL Expert and Certified.</li>
<li>7&ndash;10 years in <b>Application Support / IT Operations</b></li>
<li>Minimum 5 years in <b>Incident Management or SLA Governance role</b></li>
<li>ITIL Certification (preferred)</li>
<li>Experience in <b>ServiceNow or similar ITSM tools</b></li><br>
</ul><p></p><br>
<p><b>Core Competencies</b></p>
<ul><li>Strong <b>Incident Command &amp; Crisis Management</b></li>
<li>SLA/KPI Governance and Performance Management</li>
<li>Vendor &amp; Contract Management</li>
<li>Analytical &amp; Reporting Skills</li>
<li>Stakeholder Communication (Executive-Level)</li>
<li>Process Design &amp; ITSM Governance</li><br>
</ul><p></p><br>
<p><b>Key KPIs</b></p>
<ul><li>SLA Compliance (%)</li>
<li>Mean Time to Resolve (MTTR)</li>
<li>Major Incident Resolution Time</li>
<li>Number of Recurring Incidents</li>
<li>Vendor SLA Adherence</li>
<li>Customer Satisfaction (CSAT)</li><br>
</ul><p></p><br>
<p><b>Role Interfaces</b></p>
<ul><li>Application Support (L1 / L2 / L3 Teams)</li>
<li>Infrastructure &amp; Network Teams</li>
<li>Business Service Owners</li>
<li>External Vendors / Partners</li>
<li>ITSM / ServiceNow Team</li>
</ul></div><p></p><div><h6 class="jobSectionHeader"><b>Equal opportunity:</b></h6>
<p>All qualified applicants will receive consideration for employment without regard to age, religion, gender, nationality or disability. All qualified candidates will be considered in the process</p></div></div><p></p>
<br><div><div><div><div><div>Posted 2 weeks ago
</div></div></div><div><div><div><div><div><ul><li><b>Job Location</b></li>
<li>KSA</li>
</ul></div></div><div><div><ul><li><b>Job Code</b></li>
<li><b>2152</b></li>
</ul></div></div></div></div></div><div><div><div><div><h5 class="jobSectionHeader"><b>Job Overview</b></h5>
</div><div><div><ul><li>Experience</li>
<li>7&ndash;10 years in Application Support / IT Operations Years</li>
</ul></div></div><div><div><ul><li>Job Level:</li>
<li>Managerial</li>
</ul></div></div><div><div><ul><li>Education</li>
<li>Bachelor&rsquo;s degree in IT, Computer Science, or related field</li></ul></div></div></div></div></div></div></div><p></p>

Project Manager (Support)

<div><p>Application Support Lead - L2 | Fulltime</p>
<div><h6 class="jobSectionHeader"><b>Job Description:</b></h6>
<p></p><p><b>Brief Job / Project Description:</b></p>
<ul><li>The Application Support L2 Lead is responsible for leading the Level 1 support function across a diverse portfolio of enterprise and guest-facing digital platforms. This role ensures 24/7 operational support, proactive monitoring, incident handling, and service continuity for critical systems including CMS, CRM, integrations, cloud platforms, mobile applications, and IoT solutions.</li>
<li>The L1 Lead acts as the <b>first line of leadership and escalation</b>, ensuring adherence to SLAs, operational excellence, and seamless collaboration with L2/L3 teams, vendors, and business stakeholders.</li>
</ul><p><b>Key Responsibilities:</b></p>
<ul><li>L1 Operations Leadership</li>
<li>Incident &amp; Request Management</li>
<li>Monitoring &amp; Service Assurance</li>
<li>Shift &amp; Coverage Management</li>
<li>Cross-Team Coordination</li>
<li>Knowledge &amp; Documentation Management</li>
<li>Reporting &amp; Performance Management</li>
</ul><p><b>Deliverables / Expected Outcomes:</b></p>
<ul><li>Incident &amp; SLA Management</li>
<li>System Availability &amp; Monitoring</li>
<li>L1 Operations &amp; Coverage</li>
<li>Ticket Quality &amp; Knowledge Management</li>
<li>Reporting &amp; KPIs</li>
<li>Continuous Improvement</li>
<li>Stakeholder &amp; Vendor Coordination</li>
<li>Audit &amp; Compliance</li><br>
</ul></div><p></p><br>
<div><h6 class="jobSectionHeader"><b>Job Requirements:</b></h6>
<p></p><p><b>Mandatory Technical Skills:</b></p>
<ul><li>Strong experience in supporting enterprise-scale applications.</li>
<li>Advanced knowledge of:</li>
</ul><div><ul><li>ServiceNow (ITSM, workflows, service catalog)</li></ul>
<ul><li>Monitoring tools (Datadog or similar)</li></ul>
</div><ul><li>Deep understanding of travel/hospitality systems and booking lifecycle.</li>
<li>Experience supporting:</li>
<li>Experience supporting <b>production systems with high availability requirements</b></li>
 <li>Experience supporting <b>mobile applications (iOS / Android)</b> in production</li>
<li>Experience supporting applications on <b>AWS environments (preferably ROSA / OpenShift)</b></li>
<li>Strong hands-on experience in <b>Application Support (L1/L2)</b> for enterprise environments</li>
</ul><p><b>Tools / Platforms / Technologies:</b></p>
<ul><li>Digital Experience &amp; CMS</li>
<li>CRM Platforms</li>
<li>Marketing Platforms</li>
<li>Integration Layer</li>
<li>Backend Services</li>
<li>Cloud Platforms</li>
<li>Mobile Applications</li>
<li>Mobility Solutions</li>
<li>Booking Platforms</li>
<li>Collaboration &amp; ITSM</li>
<li>Smart Services / IoT: IoT platforms and connected devices</li>
 <li>ITSM Tools (ServiceNow, Jira)</li>
</ul><p><b>Preferred / Nice-to-Have Skills:</b></p>
<ul><li>Experience in <b>luxury hotel or resort operations</b></li>
</ul><p><b>Certifications (if any):</b></p>
<ul><li>ITIL&reg; Foundation (IT Service Management)</li>
</ul></div><p></p><div><h6 class="jobSectionHeader"><b>Equal opportunity:</b></h6>
<p>All qualified applicants will receive consideration for employment without regard to age, religion, gender, nationality or disability. All qualified candidates will be considered in the process</p></div></div><p></p>
<br><div><div><div><div><div>Posted 2 weeks ago
</div></div></div><div><div><div><div><div><ul><li><b>Job Location</b></li>
<li>KSA</li>
</ul></div></div><div><div><ul><li><b>Job Code</b></li>
<li><b>2151</b></li>
</ul></div></div></div></div></div><div><div><div><div><h5 class="jobSectionHeader"><b>Job Overview</b></h5>
</div><div><div><ul><li>Experience</li>
<li>7+ Years</li>
</ul></div></div><div><div><ul><li>Job Level:</li>
<li>Mid Career</li>
</ul></div></div><div><div><ul><li>Education</li>
<li>Bachelor&rsquo;s Degree in Computer Science, Software Engineering.</li></ul></div></div></div></div></div></div></div><p></p>

Application Support Lead - L2

Humana

<div><h1 class="jobSectionHeader"><b>Become a part of our caring community</b><br>
</h1>
The Senior Problem, Incident and Event Management Engineer facilitates the coordination and restoration of services impacting key technology platforms and applications. This role serves as a central point of contact for high-priority incidents, driving timely resolution while minimizing business impact. The position requires advanced analytical skills to evaluate complex issues, along with the ability to coordinate cross-functional teams and manage notifications across technical, business, and leadership stakeholders.<p></p><p>
The Senior Problem, Incident and Event Management Engineer is responsible for managing the full lifecycle of incidents from detection through resolution. This role requires strong leadership, decision-making, and communication skills to effectively manage high-pressure situations with minimal oversight.</p><p></p><p>
Key responsibilities include:</p><ul><li>
Coordinating incident resolution in partnership with the Restoration Lead to drive technical teams toward rapid service recovery</li><li>
Making incident prioritization decisions based on the Enterprise Priority Matrix</li><li>
Communicating timely, clear, and actionable updates to enterprise stakeholders, including business and technical leadership</li><li>
Preparing and distributing post-incident summaries, and executive-level notifications</li><li>
Escalating issues appropriately and ensuring accountability across support teams and vendors</li><li>
Partnering with Problem Management to ensure incidents with recurring patterns are addressed structurally</li><li>
Identifying trends and recommending improvements to tools, processes, and operational practices</li><li>
Supporting continuous improvement initiatives, including automation and process optimization</li><li>
Participating in on-call or escalation rotations for off-hours incident support</li></ul><h1 class="jobSectionHeader"><br>
<b>
Use your skills to make an impact</b><br>
<b>
</b></h1><p><b>Required Qualifications</b></p><ul><li>
2+ years of Incident Management experience</li><li>
Ability to lead cross-functional teams under pressure</li><li>
Previous experience in the healthcare industry</li><li>
Experience sending notifications to business, technical and executive stakeholders</li><li>
Experience with ITSM tools such as ServiceNow</li><li>
Strong analytical and problem-solving capabilities</li></ul><p></p><p><b>
Preferred Qualifications</b></p><ul><li>
ITIL v5 certification</li></ul><p></p><p><b>
Additional Info:
</b></p><p>To ensure Home or Hybrid Home/Office employees&rsquo; ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:<br>
<br>
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.<br>
Satellite, cellular and microwave connection can be used only if approved by leadership.<br>
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.<br>
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.<br>
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.</p><p></p>
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.<p></p><p><b>
Scheduled Weekly Hours</b></p><p></p>
40<p></p><p><b>
Pay Range</b></p>
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.<br>
<p></p>
$89,000 - $121,400 per year<br>
<p></p>
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.<p></p><p><b>
Description of Benefits</b></p>
Humana, Inc. and its affiliated subsidiaries (collectively, &ldquo;Humana&rdquo;) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.<p></p><h1 class="jobSectionHeader"><b><br>
About us</b><br>
</h1>
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health &ndash; delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.<p></p><p><br>
<br>
<b>Equal Opportunity Employer</b></p><p></p><p>
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.</p></div>

Senior Problem, Incident and Event Management Engineer

Pella

<div><p><b>SUMMARY
</b></p><p>The Safety Coordinator provides administrative and operational support for the organization's safety, workers' compensation, and vehicle collision management programs. This position serves as the primary liaison between employees, supervisors, insurance carriers, Third-Party Administrators (TPAs), medical providers, and other stakeholders to ensure timely reporting, documentation, and resolution of claims.
</p><p>The Safety Coordinator is responsible for maintaining claim records, tracking case progress, supporting return-to-work efforts, coordinating training records, assisting with safety initiatives, and ensuring accurate reporting and documentation. This position works closely with the Safety Manager to support compliance efforts, reduce organizational risk, and promote a safe work environment.
</p><p><b>ESSENTIAL DUTIES AND RESPONSIBILITIES
</b></p><p>Coordinate and administer workers' compensation and vehicle collision claims from initial report through closure.
</p><p>Serve as the primary point of contact between employees, supervisors, insurance carriers, Third-Party Administrators (TPAs), medical providers, attorneys, and other parties involved in claim management.
</p><p>Collect, maintain, and distribute claim-related documentation and ensure accurate and timely reporting of incidents.
</p><p>Monitor claim status and communicate updates to appropriate stakeholders.
</p><p>Assist with incident investigations and gather information necessary for claim administration and corrective action development.
</p><p>Coordinate temporary work restrictions and return-to-work accommodations with managers and employees.
</p><p>Maintain workers' compensation, vehicle collision, and related safety records within company systems.
</p><p>Assist with OSHA recordkeeping, reporting requirements, and maintenance of injury and illness records.
</p><p>Track, maintain, and report safety training completion and compliance metrics.
</p><p>Prepare reports and analyze claim and incident data to identify trends and opportunities for improvement.
</p><p>Support the development, implementation, and administration of injury and vehicle collision prevention initiatives.
</p><p>Assist the Safety Manager with safety programs, compliance activities, audits, inspections, and special projects.
</p><p>Update and maintain employee incident, leave of absence, and claim-related records, ensuring accuracy and data integrity.
</p><p>Protect company assets by maintaining confidentiality and ensuring accurate documentation and adherence to established procedures.
</p><p>Provide occasional support outside normal business hours when necessary to assist with incident response or claim-related matters</p></div>

Safety Coordinator/Admin- El Mirage

West Virginia Department of Transportation (WV)

<div>JOB
<p><b>
**Disclaimer-if the position is filled after July 1, 2026, then the job opportunity will not be in the classified service **</b></p><p>
The Transportation Management Center Operator performs full-performance level work in the Transportation Management Center. Under general supervision an employee in this classification works in an Intelligent Transportation Fusion Center. Work involves traffic systems control, incident/congestion management, and communications. Employees operate state-of-the-art computerized traffic management workstations designed to facilitate traffic flow and minimize congestion. Employees undergo training and are assigned progressively responsible duties in traffic detection monitoring, programming motorist information systems, assessing incident scenes, and operating radio communications systems. Employees perform a variety of clerical and technical tasks and other related duties. May be required to work rotating shifts (evenings, nights, weekends, holidays). In the event of emergency highway conditions, employees are subject to call back during scheduled off hours. May be assigned as needed to relief shifts at the Division of Homeland Security &amp; Emergency Management during periods of heightened security or emergency operations. Must be able to read, understand and interpret office procedures, rules, and regulations. Performs related work as required.</p><br>
Pay Grade: 10<br>
<br>
EXAMPLE OF DUTIES
<ul><li>Monitors real-time traffic data; accurately locates incidents graphically on computer using only verbal descriptions.</li><li>Prepares various logs and reports pertaining to traffic conditions, incident management, equipment placement, etc.</li><li>Assess congestion levels and incident condition and severity, brief Supervisor and/or Manager of situation and possible ramifications and respond accordingly.</li><li>Programs and operates motorist information systems such as dynamic message signs (DMS) and highway advisory radio (HAR).</li><li>Monitors closed-circuit television system, police scanners, and citizens' band radio transmissions for incident detection and verification.</li><li>Monitors and transmits radio communications between State and/or other agencies, such as the West Virginia Department of Highways, West Virginia State Police, METRO 911, and other agencies having jurisdiction in ITS Corridors.</li><li>Monitors, gathers, and relays Emergency, Traffic, Safety, Weather and other information to the appropriate agency.</li><li>Verify incidents and congestion using closed-circuit television surveillance system and electronic data.</li><li>Dispatches necessary response equipment to incident scenes.</li><li>Programs and operates internet website information network.</li><li>Checks districts daily to record weather, stream, and other hazardous conditions.</li><li>Monitors statewide weather forecasts and transmits this information.</li><li>Answer inquiries from the public and media and provides the appropriate information.</li><li>Relay information to agency personnel.</li><li>Receives traffic and incident data from the Geographic Information System (GIS).</li><li>Monitors Roadway Weather Information Systems (RWIS) and Environmental Sensor Stations (ESS) Sensors.</li><li>Records weather and road condition tapes for Highway Advisory Radio (HAR).</li><li>Travel may be required; therefore, a valid driver&rsquo;s license is required.</li></ul>
SUPPLEMENTAL INFORMATION
<div><b>
REQUIRED TRAINING/EDUCATION</b><br>
<ul><li>Graduation from a standard high school or equivalent.</li></ul></div><div><b>
REQUIRED EXPERIENCE</b><br>
<ul><li>One (1) year of full-time or equivalent part-time paid experience as an emergency telecommunicator or equivalent experience in an electronic traffic management center environment.</li></ul><b>
OR</b><br>
<ul><li>One (1) year of experience in radio communications/dispatching, customer service work, information system help desk work, or telemarketing.</li></ul></div></div>

Transportation Management Center Operator - Kanawha County

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