The Incident Manager will work closely with Customer Support, Product, and Engineering teams to ensure incidents are resolved efficiently and effectively, minimizing impact on our customers and business operations. This role is crucial in managing our IT Service Management (ITSM) system, running on Jira Service Desk Management (JSM), and overseeing all Tier 3 production incidents.
What You'll Do:
- Manage the end-to-end incident management process for Tier 3 production incidents, ensuring timely resolution and communication
- Oversee the ITSM system running on Jira Service Desk Management (JSM), maintaining accurate records of all incidents and ensuring compliance with SLAs
- Act as the primary point of contact for major incidents, coordinating with cross-functional teams to drive resolution
- Develop and maintain incident management policies, procedures, and documentation
- Collaborate with Customer Support, Product, and Engineering teams to identify and implement improvements to the incident management process
- Conduct post-incident reviews, ensuring lessons learned are documented and shared with relevant stakeholders
- Monitor and report on incident trends and performance metrics, providing insights and recommendations to senior management
- Ensure effective communication with stakeholders during incidents, including regular status updates and incident reports
- Provide training and support to team members on incident management best practices and tools
- Grow and lead a dedicated incident management team, including hiring, training, and mentoring team members
- Work closely with other support personnel, including our Zendesk administrator, to ensure seamless coordination and partnership across support platforms
What You'll Bring:
- 5+ years proven experience as an Incident Manager or in a similar role within a SaaS or technology-driven environment
- 5+ years of deep-level configuration and automation experience in Jira Service Desk Management (JSM) or similar ITSM tools, with a strong preference for JSM
- Strong knowledge of IT Service Management (ITSM) principles and best practices
- Extensive enterprise experience working with multiple groups of teams and functions
- Excellent problem-solving and analytical skills, with the ability to manage complex technical issues under pressure
- Strong communication and interpersonal skills, with the ability to build effective relationships with cross-functional teams
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- ITIL certification is a plus
This is a remote-friendly role. Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, VA, WA, WI
About Tapcheck:
Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.
The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.
How We Get Things Done:
Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.
- Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues
- Grit: We admire individuals with grit - those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth
- Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes
- Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company
Why Join Tapcheck?
- Competitive Base
- Remote Work Environment
- Paid Time Off
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Match
Compensation: $120,000 - 130,000 per year. The actual base salary varies on job level and will depend on numerous factors such as: location, experience, training, knowledge. and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.
Equal Employment Opportunity Policy
Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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