Job Description

Join to apply for the Incident Manager / Production Support Analyst role at mthree . Role Overview As a member of our pro‑active, pragmatic, and energetic team, you are in a unique position to interact with people and teams globally, across all levels of the firm, and influence decisions that have a direct impact on operational stability. A typical day would be to provide team coverage from 08:00 to 19:00 ET on a nine‑hour shift basis, with periodic on‑call coverage during bank holidays and weekends on a rotational basis, typically once every 10‑12 weeks. You will collaborate with the rest of the team to manage calls that focus around assessing business impact and/or technical remediation, ensuring that all participating teams are focused on impact remediation and providing timely incident communications to relevant stakeholders. The role requires thinking on one’s feet during high‑pressure situations, organizational and situational awareness, sound judgement and a strong analytical ability. The role also involves advising and consulting on processes related to Incident Management, Problem Management and Change Management, as well as the delivery of other ITSM services. Following significant incidents, team members undertake post‑incident reviews, and follow up with stakeholders to review lessons learned and drive change that will bring additional stability to the firm. What You’ll Need Bachelor’s degree in computer science or a related STEM subject (science, technology, engineering, math). A GPA of 2.75 or higher. Exceptional communication in complex situations, in both verbal and written form, to all levels of the organization. Ability to drive your own learning, proactively identify gaps in understanding, and be open‑minded to feedback. Facilitation skills for conversations with large groups of geographically dispersed stakeholders. Calmness and resilience in high‑stress situations. Ability to translate technical incidents into business terms. Enthusiasm to learn new technologies, make new contacts and influence the way IT operates. Excellent organizational skills with the capability to manage multiple tasks simultaneously. Proven troubleshooting skills and commitment to incident resolution. Relationship‑building skills with executives, departments and leadership teams. Understanding of large‑infrastructure technologies (e.g., Linux, networking, servers, databases, web infrastructure, storage, cyber). Understanding of data‑center infrastructure (power, cooling, racking) is advantageous. Knowledge of ITIL IT Service Management. The right to work without needing visa sponsorship. What You’ll Get In‑depth training created by industry experts. Annual salary increase reflecting progress. A flexible benefits package. Ongoing training and support. Valuable industry experience and a foot in the door to build your career in an in‑demand niche. How to Apply Apply via the form below and tell us a bit about you. Complete the online assessment (we’ll send you a link by email). Complete interviews with our friendly talent team over phone and video. Interview with one or more of our clients. We take great pride in celebrating the diversity of each and every individual who contributes to making mthree the company it is today and will be in the future. We value diversity both within mthree and with our partner companies, and we're proud to provide an environment where all our colleagues can flourish. That means promoting a strong culture of equality but, most importantly, inclusion. We never want people to change – only add to the amazing mix of people that work for mthree. Applicants must be currently authorized to work in the United States on a full‑time basis. The Company will not sponsor applicants for work visas. #J-18808-Ljbffr mthree

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