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Operations Support Incident Manager – Digital


Application Deadline Ended
Apply by Ended 11/12/2022

Operations Support Incident Manager – Digital | PGA TOUR

Operations Support Incident Manager – Digital


Apply by Ended 11/12/2022

Posted 2 months ago

No Longer Accepting Applications



Ponte Vedra Beach, FL, USA

Job Type

 Job Description

  • Oversee the incident management process and team members involved in resolving the incident.
  • Respond to a reported service incident, identify the cause, and initiate the incident management process.
  • Prioritize incidents according to their urgency and influence on the business.
  • Produce and maintain documents that outline incident protocols (for internal PGA TOUR Digital Operations & Support team)
  • Coordinate with external vendors to ensure respective protocols are documented, maintained and available for reference.
  • Collaborate with the PGA TOUR Digital Operations & Support team, as well as external vendors, to ensure that all protocols are diligently followed.
  • Log all incidents and their resolution to see if there are recurring malfunctions.
  • Prepare after action reports and host after action review meetings.
  • Adjust the incident management process as required to ensure its effectiveness.
  • Communicate with upper management and other teams if major issues are impacting the digital platforms.
  • Manage the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
  • Create and maintain incident management distribution lists to ensure appropriate parties are notified throughout the incident management process.
  • Create and maintain knowledge base articles for use during incident management process.
  • Produce Incident Management Reporting to share ongoing analytics and performance trends with the Department.

Qualifications RequiredQualifications Required

  • Bachelor's degree in information technology, engineering, or a related field.
  • At least 5 years’ experience working in IT incident management, problem management, service management, or a similar role.
  • Strong knowledge and use of incident management and/or service management software, such as Zendesk, Service-Now, FreshService. etc.
  • Experience working with monitoring systems and software, such as New Relic, AWS CloudFront, etc.
  • Experience working with an internal software development team and/or external development partners
  • Familiarity with software development life-cycle methodologies such as SCRUM and Agile
  • Knowledge of functional areas such as Engineering, Content Management, and Fan/Customer Support
  • Excellent managerial skills and ability to collaborate with team members.
  • Ability to analyze a high volume of technical data and work in a fast-paced environment.
  • Ability to handle and perform in stressful situations.
  • Strong interpersonal skills, with the ability to build and maintain effective working relationships across multiple teams and at varying levels throughout the organization
  • Strong problem-solving, organizational, and analytical skills with high attention to detail
  • Strong writing and communication skills
  • Experience working with live data in industries like banking, retail, sports, or medical records
  • Ability to work non-traditional schedule (i.e. – nights/weekends) and be available for on-call situations
  • Knowledge of the PGA TOUR and the game of golf is preferred, but not required
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