Job Description Insight Global is looking for an Incident Manager to join an enterprise AAA game company hybrid out of Austin TX on a permanent basis. The Mission Control Center (MCC) plays a key role in driving online ‘always on’ services keeping a watchful eye over all monitored endpoints to ensure a 24X7 uptime for games. The MCC Incident Manager will report to the MCC Manager. Key responsibilities include but are not limited to: You will identify incidents by evaluating alerts, performing checks and engaging in conversations with partner teams Coordinate incidents while maintaining command and control of the incident response Be responsible with the timeline, documentation, engagement, escalation and communication of incidents Maintain alignment of the response teams, stakeholders and leadership through audio/video bridges, active messaging, and posted updates Be the first point of escalation for MCC team members and partners Help with building runbooks for daily incident resolution Partner with other Operational teams to reduce systems downtime Success is measured through peer review, partner review, operational indicators, personal and team goals We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements 1+ years experience with Systems Operations/Engineering organizational responsibilities, which include ownership and management of incident escalation, resolution tracking and resolution reporting, with at least 1 year being in an Incident Manager role Experience with ITIL best practices, including Incident, Change, and Problem Management, their purpose and how they are connected Basic knowledge of cloud technology offerings, networking, virtualization, data bases and security fundamentals Experience with the coordination of groups from multiple disciplines and levels towards a goal and resolution Excellent English verbal and written communication skills and confidence to communicate under crisis conditions You understand the rigorous demands of a 24x7 real-time online, operational environment