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Manager, Incident Problem Management & Platform Monitoring in Scottsdale, AZ at Pivotal Payments

Date Posted: 4/26/2018

Job Snapshot

Job Description

Responsible for the monitoring, reporting, and management of incidents and outages impacting normal business operations; including internal communication, client notification, root cause analysis and recommendation of preventative measures.



  • Establish and Manage Incident Problem Management team
  • Create and Report team Key Performance Indicators
  • Develop, Mentor, Coach IPM and Monitoring team
  • Recommend corrective action and improvements
  • Any other tasks as assigned
  • IPM and Monitoring Team Functions:
  • Monitor & Report on platforms and services up-time
  • Field, Triage, and Coordinate calls to mobilize resources during incidents or outages
  • Liaise with Development, DBA, Network, or Product for any on-call resources required to assess/correct problems
  • Establish / Maintain bridge line call during the outage to coordinate notification actions recovery resources
  • Draft, Approve, Distribute notifications to internal and external resources on recovery status and expected updates
  • Log incidents / outages to tracker and maintain DB to create reporting / metrics on KPIs
  • Coordinate post incident root cause analysis, and review / mine data to determine future preventive measures
  • Draft, Approve and Distribute Scheduled & Emergency maintenance notifications
  • Any other tasks as assigned



Thank you for your consideration.

Job Requirements

Qualifications (skills/experience)

  • Background or knowledge of ITIL structure
  • Strong interpersonal skills
  • Ability to be tactful, maintain confidences and foster an ethical working environment
  • Proven ability to work under pressure in a dynamic team environment
  • Excellent problem-solving skills
  • Strong knowledge of IPM standard operating procedures
  • Very good knowledge of MS Office
  • Proven written and verbal communication skills