We are searching for an experienced Incident Manager to join our Quality & Compliance team, a critical component of CyrusOne’s Customer Success organization. This individual will drive program management activity for all things Incident Management, including policy oversight, analytics/reporting, and incident management dashboards (ServiceNow). They’ll own the incident management queue, including the tracking of root cause analysis and corrective action activities. The Incident Manager collaborates with both internal and external stakeholders to deliver a world-class customer experience in alignment with the organization’s goals and objectives.

Responsibilities:

• Establish relationships within the organization to provide support during critical incidents.
• Perform incident queue management, including tracking corrective actions, delivering incident summary reports and root cause analyses to customers, and managing SLA credits.
• Proactively communicate and set expectations internally and externally for timely and accurate incident management responses.
• Provide operational metrics for all incidents and problems, including backlog, Mean Time to Repair (MTTR), aging, status, and root cause analysis.
• Gather customer feedback and identify opportunities for process and organizational improvement.
• Maintain a comprehensive understanding of the customer lifecycle, including sales, implementation, operation, technical delivery, security & compliance, and accounting.
• Demonstrate flexibility in working hours as required by the business.
• Conduct incident reviews with lines of service within agreed timescales.

Qualifications:

• 2+ years of incident response/incident management
• Strong ServiceNow experience – must be intermediate to advanced user. ServiceNow systems administration experience strongly preferred.
• Working knowledge of Salesforce
• Ability to gain clear alignment and commitment from others through effective communication
• Strong problem solving skills and the ability to make data-driven decisions independently

Education / Certifications:

• Bachelor’s Degree or Equivalent Experience

Benefits:

• Remote work is supported two days a week
• Comprehensive health, dental, and vision insurance plans, life and disability insurance, access to mental health resources and employee assistance program
• Competitive pay, performance bonus, 401(k) retirement plan with company match
• Generous PTO and holiday package, paid parental leave, etc

• Building Amenities: On-site facilities include a fully equipped gym, golf simulator and free parking. The office is conveniently located near local restaurants and is a short walk to the American Airlines Center

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.