The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We're united by our culture - a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job - it's about having the opportunity to become the best version of yourself.
Minimum Qualifications
2 years of experience in technology major incident management
2 years of experience working in a multi-team, operations-focused technology role
Excellent written and verbal communication skills
Demonstrated understanding of various types of infrastructure and application architectures
Familiarity with DevOps and ITIL frameworks
Ability to work calmly and effectively in high stress situations
Availability to be on call evenings and weekends
Preferred Qualifications
Bachelor's degree in a technology-related field
Experience with observability tools such as Splunk, Cloudwatch or Dynatrace
Experience with incident management tools such as PagerDuty or xMatters
Experience with ITSM tools such as ServiceNow or Cherwell
Experience with configuration management (CMDB) and applied experience with dependency mapping
Experience developing software (such as .NET, Java or Python)
Experience administering infrastructure (such as AWS, Windows/Linux Server or Network)
Understanding of business risk and operations, including information security, public relations and crisis management
Job Summary
The Incident Manager is responsible for leading the Incident team during a major technology incident. This person has a bias toward action, focuses on minimizing business impact and clearly communicates across all teams and levels in the organization.
Responsibilities
Respond to major technology incidents with a sense of urgency
Lead the orchestration of activities that restore service to systems such as triage, assessment of impact and facilitation of decision-making
Utilize incident and alert management tools for effective execution and communication during an incident
Utilize all available resources to understand system failures and business impact
Escalate to appropriate team members and leaders as necessary
Coach team members and leaders in incident management skills
Lead post-incident activities such as root cause analysis and post incident report write-ups
Identify stability trends and escalate them through the post incident process
Communicate with speed and clarity through various communication channels
Who We Are
Rock Central is a Detroit-based professional services company obsessed with delivering innovative, effective solutions to meet the diverse needs of our clients. From legal and finance to technology and public relations, our expertise spans from executive consulting all the way to tactical implementation. We thrive at the intersection of people, process and technology and empower our partners to unleash the maximum potential of their business through unmatched partnership and the entrepreneurial spirit of a startup. From the smallest venture to the largest enterprises, we believe having an impact is never a question - it's part of our DNA.
Disclaimer
This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.
The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at 1-800-411-JOBS.
The Rock Family of Companies uses world-class recruiting and talent management teams to help each member organization recruit the best and brightest. If you're looking for the next step in your career, you've come to the right place.