Critical Incident Manager I

What We Need

CORPAY is currently looking to hire a Critical Incident Manager I. In this role, the Critical Incident Manager I manage the process to restore normal IT service operation as quickly as possible to minimize the impact to business operations. You will report directly to Stephen Thompson and regularly collaborate with IT Operations team.

How We Work

As a Critical Incident Manager I, you will be expected to work in a virtual environment. CORPAY will set you up for success by providing:

• Company-issued equipment
• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Ensuring the established Incident policies and procedures are performed as documented and monitor and report on any noncompliance issues as well as successes.
• Acting as the escalation point for qualifying high impact incidents,
• Facilitate Incident Calls to restore failed IT Service(s) as quickly as possible, using defined escalation paths
• Ensuring thorough documentation of events, including timelines and documenting outcomes.
• Accurately auditing Incidents classifications for categorization, prioritization, and related configurations.
• Associating Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Timely and Accurate handling of Incident status reporting to affected parties leveraging all communications technologies as needed
• Verifying resolutions with customer and resolve Incidents in ITSM tool
• Initiating, scheduling and conducting incident reviews to identify potential problems and/or increasing trend of repetitive Incidents 
• Initiating and managing Problem records through the Problem Management lifecycle
• Creating Knowledge Article documentation
• Supporting the goals of Incident Service Levels.
• Responsible for the effective implementation of the processes "Incident Management" and “Problem Management” and carries out the respective reporting procedure(s).
• Establishing continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced where applicable
• This position does not have supervisory responsibilities
• Essential duties require the following physical skills and work requirements: Will require rotational and shift assignment and may also be required to travel to and work at an alternate location, which may be out of state. Position requires work schedules of days or nights to support a 24/7/365 work environment. Individual must be flexible to work as needed, in addition to holidays and weekends.
• This role requires on-call support.

 Qualifications & Skills

• Associate's degree (A. A.) or equivalent from two-year college or technical school and five or more years related experience and/or training; or equivalent combination of education and experience.
• ITIL Certification preferred
• Two (2) years’ experience as aTier1/Tier2 Support team leader and/or Incident Analyst combined, or Two (2) years’ experience as an IT Incident Coordinator or IT Incident Manager role.
• ITIL Fundamentals
• General understanding of data processing methods
• General understanding of Windows, UNIX and LINUX servers
• General understanding of database concepts
• General understanding of enterprise IT monitoring tools (Solarwinds, Splunk, Dynatrace)
• Interpret and create Procedural documentation
• Expert level of Microsoft Office (Word, Excel, PowerPoint, Visio)
• Personal computer applications
• Database and spreadsheet concepts
• ITSM Corporate Toolsets (ServiceNow) user/admin functions
• Prioritize competing requests for service
• Ability to articulate technical information & conditions using non-technical terms
• Establish and maintain effective working relationships
• Facilitate conference calls with multiple individuals in a wide range of rolls
• Apply new technologies and system changes
• Analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards;
• Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations
• Exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against measurable criteria
• Keep up-to-date technically and apply new knowledge where appropriate
• Must be dependable and accountable for own actions
• Possess ability to act upon oral and/or written instruction provided
• Possess ability to troubleshoot quickly and accurately
• Effectively use time management skills
• Must demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance and monitor own work to ensure quality
• Must be a team player with ability to establish and maintain effective working relationships with team members, clients and vendors; able to adapt to changes in the work environment, i.e., managing competing demands, delays or unexpected events

Benefits & Perks

• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Our Company & Purpose

Corpay is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses.  Since 2000, Corpay has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, Corpay is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.   

We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people.  These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.

Corpay is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
• Empowering our people to share their experiences and ideas through open forums and individual conversations; and
• Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” as Corpay and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.corpay.com or following Corpay on LinkedIn.

 Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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