Incident Commander
Job Summary
Job Description
The Incident Commander at HighRadius, a leading provider of cloud-based Autonomous Software for the Office of the CFO, will be responsible for driving incidents to closure by collaborating with various teams and vendors. This role involves leading Major Incident (P1) resolution, restoring services with minimal impact, and providing crucial leadership and coordination during mission-critical incidents. Key responsibilities include timely communication and notification for all incidents, managing ageing tickets to ensure no open, unattended, or unassigned tickets exceed agreed durations, and generating daily, weekly, and monthly reports on incident management performance. The Incident Commander will also collaborate with tower leads to educate and train the PRG on incident and escalation processes, and ensure CAB adherence. Furthermore, they will coordinate activities across multiple support groups to meet SLAs for single incident resolutions.
Must have:
- Collaborate with teams and vendors to drive incidents to closure
- Lead Major Incident (P1) in full capacity
- Restore services with minimal impact
- Provide leadership and coordination during mission-critical incidents
- Send timely communication and notifications for all incidents
- Manage ageing tickets to prevent overdue assignments
- Send daily/weekly/monthly reports on IM performance
- Educate/train PRG on IM and escalation processes
- Own CAB adherence
- Coordinate between multiple support groups for SLA adherence
Good to have:
- ITIL Foundation or Expert Certification
- Strong communication skills
- Coordination and Collaboration skills
- Eye for detail
- Understanding of statistical and analytical principles
- Ability to interact with Customer and IT provider organizations
- Negotiating, problem-solving, facilitation, and moderation skills
- Knowledge and experience of contract and supplier management
Perks:
- Competitive salary
- Fun-filled work culture
- Equal employment opportunities
- Opportunity to build with a pre-IPO Global SaaS Centaur
2 skills required
Job Details
About Us
HighRadius, a renowned provider of cloud-based Autonomous Software for the Office of the CFO, has transformed critical financial processes for over 800+ leading companies worldwide. Trusted by prestigious organizations like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey's, and many others, HighRadius optimizes order-to-cash, treasury, and record-to-report processes, earning us back-to-back recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.
With a remarkable valuation of $3.1B and an impressive annual recurring revenue exceeding $100M, we experience a robust year-over-year growth of 24%. With a global presence spanning 8+ locations and a recent addition in Poland, we're in the pre-IPO stage, poised for rapid growth. We invite passionate and diverse individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.
Roles and Responsibilities
- The incident commander will collaborate with other teams, including vendors, to drive the incident to closure.
- The incident commander will lead the Major Incident (P1) in full capacity and work towards restoring services with the best possible effort minimizing the impact.
- Bridge leadership and Coordination during a Mission-critical incident will be a crucial role.
- Send out communication and timely notification for all incidents will be the responsibility.
- The incident commander will continually work on all Ageing tickets and ensure no open, unattended, unassigned tickets for more than the agreed duration.
- The Incident commander will be responsible for sending out daily/weekly/monthly reports on IM performance, Tickets, Dashboards & Management reports related to Incidents.
- The Incident commander will collaborate will all tower leads and take ownership of educating/training PRG on the IM process, Escalation process, & engagement processes for effectiveness.
- The Incident commander will also own CAB adherence
- Coordinate activities between multiple support groups at all levels to ensure adherence to SLAs where multiple groups are needed to resolve a single incident
Required Skills
- ITIL Foundation or Expert Certification (Preferred)
- Strong communication skills
- Coordination and Collaboration skills
- Eye for detail & Good understanding of statistical and analytical principles and processes
- The ability to interact successfully with all levels of the Customer and IT provider organization.
- Good negotiating, problem-solving, facilitation, and moderation skills
- Knowledge and experience of contract and supplier management roles (how it ties into Service Level Agreements (SLAs)
What You’ll Get
- Competitive salary.
- Fun-filled work culture (https://www.highradius.com/culture/)
- Equal employment opportunities.
- Opportunity to build with a pre-IPO Global SaaS Centaur.
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About The Company
We are Pragmatists. Today, there are 3 distinct types of companies: the Pretenders, the Fairytale Startups, and the Pragmatists. At our core, we embody the latter. We prefer to keep it real. Unlike the Pretenders, we want our core values to guide decisioning and show up in the way people think, feel and act on a daily basis. Instead of being a Fairytale Startup, we want our people to think of us as their work home away from home (not a theme park) and to feel that they are making a huge impact. Our employees use their creativity and talent to invent new solutions, meet demands, and offer the most effective services/products.
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