Hybrid Incident Commander na JM Family Enterprises, Inc.
JM Family Enterprises, Inc. · Deerfield Beach, Florida, US, Estados Unidos Da América · Hybrid
- Senior
- Escritório em Deerfield Beach, Florida, US
The Incident Commander plays a pivotal role within the IT Operations Management team, overseeing the resolution of all technology and cybersecurity incidents across the enterprise. This role combines deep operational expertise with strategic leadership in incident coordination, ensuring a timely and effective response to both IT and security events. The Operations Management team provides 24/7 monitoring and break/fix support of application and infrastructure technologies across multiple lines of business for JM Family Enterprises. This position includes participation in a rotational on-call schedule.
Responsibilities:
Lead and coordinate major IT and security incidents to ensure rapid response and service restoration. This includes:
Acting as the Incident Commander, overseeing cross-functional teams during high-impact IT and cybersecurity events.
Engaging appropriate technical, cybersecurity, vendor, and business resources to drive resolution.
Managing incident communications with stakeholders, including leadership and executive teams.
Ensuring timely, accurate, and effective communication of service-impacting events.
Post-Incident Oversight:
Ensure incidents are documented in ServiceNow, executive summaries are created, and root cause analysis (RCA) is conducted.
Lead post-incident reviews to identify lessons learned and drive continuous improvement.
Program Development & Governance:
Strategically design and mature the Major Incident, Problem Management, and Security Incident Oversight programs.
Maintain and evolve documentation, workflows, and playbooks to ensure relevance and effectiveness.
Evaluate tools and platforms to enhance visibility, coordination, and reporting.
Collaboration & Risk Management:
Partner with IT and security leadership to align support guidelines with business needs.
Manage and maintain business continuity and incident response playbooks.
Participate in risk analysis to assess the business impact of IT and security changes.
Metrics & Reporting:
Provide analytics and reporting on incident trends, resolution times, and service delivery performance.
Monitor and report on the effectiveness of incident and problem management programs.
Operational Awareness:
Maintain a high-level understanding of the IT and security environment to assess the impact of incidents and coordinate an appropriate response.
Drive accountability for problem resolution and RCA, ensuring timely fixes and long-term remediation.
Qualifications:
Bachelor’s degree in information technology, Computer Science, or related field preferred.
ITIL certifications are preferred; security governance certifications such as CISM, CISSP, or ECIH are a strong plus.
Minimum 5+ years of experience supporting and managing enterprise-scale IT environments.
Strong knowledge of major incident management, cybersecurity incident oversight, and problem management.
Skilled in leading cross-functional teams and managing high-pressure situations.
Proficient in Service Now and familiar with multiple IT domains.
Excellent communication skills, both written and verbal, with confidence and clarity.
Experience in 24x7 operations centers and managing business-impacting outages.
Familiarity with vendor coordination and third-party technology support.
Experience with Azure PaaS, Agile/CI-CD environments, and APM tools like Dynatrace.
Strong knowledge of Windows and Linux administration, AWS/Azure IaaS, IP networking, load balancers, and performance analysis tools.
Willingness to work evenings/weekends as part of an on-call rotation
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [email protected] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.
