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Katy

    Incident Response Manager - Katy, United States - OfficerTRAK

    OfficerTRAK
    OfficerTRAK Katy, United States

    2 weeks ago

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    Description

    Job Overview

    The Incident Response Manager plays a key role in ensuring the continuous operation of its flagship application (OfficerTRAK®) and the smooth functioning of critical IT systems and services. This role involves responding promptly and effectively to incidents, reducing downtime, and managing risks to business operations.

    As an Incident Response Manager, you will collaborate closely with the OT and business operations team of Off Duty Management (ODM), reporting directly to the Chief Technology Officer (CTO) of OT. Your responsibilities will include maintaining OT System Availability, ensuring rapid System Restoration in case of any issues, and overseeing integrations between OT and key backend systems.

    Responsibilities:

    • Enhance, create, or execute incident response plans and Standard Operating Procedures (SOPs) to guarantee timely identification, escalation, and resolution of incidents.
    • Aid in analyzing, categorizing, and prioritizing incidents based on their severity and impact on business operations.
    • Conduct weekly status updates and incident reviews to maintain business operations and drive continuous process enhancements.
    • Perform post-incident evaluations to pinpoint root causes, trends, and improvement areas, collaborating closely with business operations and technical teams.
    • Develop internal and client-facing incident reports to convey incident impact, response times, and mitigation effectiveness to senior management.
    • Spot opportunities to boost the organization's incident response capabilities through technology investments, process refinements, and training programs.
    • Act as the main contact point during significant incidents, coordinating cross-functional responses and updating OT and ODM senior management regularly.
    • Offer 24/7 on-call support for escalation activities beyond regular business hours.

    Education & Experience:

    • Preferably hold a Bachelor's degree in computer science, IT, or a related field.
    • Minimum of 2 years of solid IT incident response experience for critical 365/24/7 systems.
    • In-depth knowledge of IT cloud infrastructure supporting mission-critical business applications (web and mobile).
    • Possess an analytical mindset focused on continuous improvement and proactive risk management.
    • Effective communication skills, both verbal and written.
    • Embrace teamwork and collaboration.

    OfficerTRAK® is an equal opportunity employer. All candidates will be evaluated for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

    This Organization Participates in E-Verify.

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